Business Communication

Communication Today
Today

Chapter 2
Collaboration, Interpersonal Communication,
and Business Etiquette

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 1

 Learning Objectives
1. List advantages and disadvantages of working
in teams, describe characteristics of effective
teams, and highlight four key issues of group
dynamics.
2. Offer guides for collaborative communication,
identify collaboration technologies, and explain
how to give constructive feedback.
3. List key steps needed to ensure productive
team meetings.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 2
 Learning Objectives
4. Identify major technologies used to enhance or
replace in-person meetings.
5. Identify three modes of listening, describe the
listening process, and explain selective listening.
6. Explain why nonverbal communication is
important and identify six major categories of
nonverbal expression.
7. Explain the importance of business etiquette;
identify key areas where etiquette is essential.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 3
 Communicating Effectively
Communicating Effectively
in Teams
in Teams
(LO 2.1) List advantages and disadvantages of
working in teams, describe characteristics of
effective teams, and highlight four key issues
of group dynamics.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 4

 What Is a Team?
A team is a unit of two or more people who share
a mission and the responsibility for working to
achieve a common goal.

Problem-
Solving Task Forces Committees
Teams

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 5

 Advantages of Teams

Increased Information and Knowledge

Increased Diversity of Viewpoints

Increased Acceptance of Solutions

Increased Levels of Performance

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 6
 Disadvantages of Teams
Groupthink
Pressure to Conform Affects Decision Quality

Hidden Agenda
Restricts Interaction Limits Productivity

High Cost
Aligning Schedules Arranging Meetings
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 7
 Characteristics of
Effective Teams
• Clear objective and shared purpose
• Strong sense of trust
• Open and honest communication
• Consensus decision making
• Creative thinking
• Skill at resolving conflicts

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 8

 Group Dynamics

Roles Assumed by Team Members

Current Phase of Team Development

Ability to Resolve Conflict/Resistance

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 9

 Assuming Team Roles
Dysfunctional Functional Functional
Self-Oriented Team Maintenance Task-Oriented

Controlling Encouraging Initiating

Information Giving
Withdrawing
or Seeking
Harmonizing
Attention-Seeking Coordinating

Diverting Compromising Procedure Setting

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 10

 Allowing for Team Evolution
(1) Orientation

(2) Conflict
Five Phases of
(3) Brainstorming
Development
(4) Emergence

(5) Reinforcement
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 11
 Resolving Team Conflict

Proaction
Fair Play Research

Communication

Alliance Flexibility

Openness

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 12

 Overcoming Resistance

•ExpressUnderstanding
•Express Understanding

•BringResistance
•Bring ResistanceOut
OutInto
Intothe
theOpen
Open

•Evaluate Others’ Objections Fairly

•Evaluate Others’ Objections Fairly
•Hold Arguments for the Right Time
•Hold Arguments for the Right Time
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 13
 Summary of Discussion
• In this section, we discussed the following:
– What Is a Team?
– Advantages and Disadvantages of Teams
– Characteristics of Effective Teams
– Group Dynamics

(Continued on Next Slide)

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 14
 Summary of Discussion
– Assuming Team Roles
– Allowing for Team Evolution
– Resolving Team Conflict
– Overcoming Resistance
• The next section will cover Collaborating on
Communication Efforts.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 15

 Collaborating on
Collaborating on
Communication Efforts
(LO 2.2) Offer guidelines for collaborative
communication, identify major collaboration
technologies, and explain how to give
constructive feedback.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 16

 Guidelines for
Collaborative Writing
• Select Collaborators Carefully

• Agree on Project Goals

• Give the Team Time to Bond

• Clarify Individual Responsibilities

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 17

 Guidelines for
Collaborative Writing
• Establish Clear Processes

• Avoid Composing as a Group

• Confirm Technical Compatibility

• Check Overall Progress of the Group

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 18

 Technologies for
Collaborative Writing
Content
Content OrganizedApproach
Organized Approach
Management
Management
System ControlledAccess
Controlled Access
System

FlexibleApproach
Flexible Approach
Wiki
Wiki
OpenAccess
Open Access

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 19

 Technologies for
Collaborative Writing
SharedKnowledge
Shared Knowledge
Groupware
Groupware
CloudComputing
Cloud Computing

Intranets
Intranets
Shared
Shared
Workspaces
Workspaces Extranets
Extranets

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 20

 Social Networks
and Virtual Communities

Organizational
Organizational Senseofof
Sense
Knowledge
Knowledge Community
Community

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 21

 Collaboration via
Mobile Devices
Unified Communication

Voice and Video Calling

Voice and Video Conferencing

Instant Messaging

Real-Time Collaboration

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 22

 Giving and Responding
to Constructive Feedback
 Offering Constructive Criticism
• Focus on the process and outcomes.
• Provide clear guidelines for improvement.

Receiving Constructive Criticism

• Don’t get defensive or deny the feedback’s validity.
• Use feedback to improve the quality of your work.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 23

 Summary of Discussion
• In this section, we discussed the following:
– Guidelines for Collaborative Writing
– Technologies for Collaborative Writing
– Social Networks and Virtual Communities
– Collaboration via Mobile Devices
– Giving and Responding to Feedback
• The next section will cover Making Your
Meetings More Productive.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 24
 Making Your
Making Your Meetings
Meetings
More Productive
More Productive
(LO 2.3) List the key steps needed to ensure
productive team meetings.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 25

 Preparing for Meetings

Define the Purpose Select Participants

Choose the Time

Set the Agenda
and Venue

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 26

 Conducting and Contributing
to Efficient Meetings
• Keep the discussion on track.
• Follow agreed-upon rules.
• Encourage everyone to participate.
• Participate in an active way.
• Use mobile devices respectfully.
• Close the meeting effectively.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 27
 Putting Meeting Results
to Productive Use
•Problems and
•Problems and Opportunities
Opportunities

•Action Items
•Action Items Discussed
Discussed
Written
Written
Meeting
Meeting •Key Decisions
•Key Decisions Made
Made
Minutes
Minutes
•Important Announcements
•Important Announcements

•Responsibilities Assigned
•Responsibilities Assigned
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 28
 Summary of Discussion
• In this section, we discussed the following:
– Preparing for Meetings
– Conducting and Contributing to Effective
Meetings
– Putting Meeting Results to Productive
Use
• The next section will cover Using Meeting
Technologies.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 29
 Using Meeting Technologies
Using Technologies

(LO 2.4) Identify the major technologies used

to enhance or replace in-person meetings.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 30

 Using Meeting Technologies

Instant Messaging Teleconferencing

Virtual
Meetings

Videoconferencing Telepresence

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 31

 Successful Virtual Meetings
• Spend extra time planning before
meetings.
• Be more diligent during meetings.
• Strive for audience engagement.
• Provide opportunities to contribute.
• Commit to paying attention.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 32

 Summary of Discussion
• In this section, we discussed the following:
– Using Meeting Technologies
– Successful Virtual Meetings
• The next section will cover Improving Your
Listening Skills.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 33

 Improving Your Listening Skills
Skills

(LO 2.5) Identify three major modes of

listening, describe the listening process, and
explain the problem of selective listening.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 34

 Recognizing Various
Types of Listening

Content
Content Critical
Critical

Empathic
Empathic Active
Active

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 35

 The Listening Process
1. Receiving or Hearing the Message
The Five-Step Plan

2. Decoding or Assigning Meaning

3. Remembering the Message

4. Evaluating Information Quality

5. Responding to the Message

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 36
 Overcoming Barriers to
Effective Listening
Interruptions Distractions

Selective Listening Selective Perception

Language/Experience Memory Issues

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 37

 Summary of Discussion
• In this section, we discussed the following:
– Recognizing Various Types of Listening
– The Listening Process
– Overcoming Barriers to Effective
Listening
• The next section will cover Improving Your
Nonverbal Communication Skills.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 38
 Improving Your
Improving Your Nonverbal
Nonverbal
Communication Skills
(LO 2.6) Explain the importance of nonverbal
communication and identify six major
categories of nonverbal expression.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 39

 Recognizing
Nonverbal Communication
Facial Expressions Gestures and Posture

Vocal Characteristics Personal Appearance

Touching Behavior Time and Space

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 40

 Using Nonverbal
Communication Effectively

Not
Talking Listening
Talking

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 41

 Summary of Discussion
• In this section, we discussed the following:
– Recognizing Nonverbal Communication
– Using Nonverbal Communication
Effectively
• The next section will cover Developing Your
Business Etiquette.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 42

 Developing Your
Developing
Business Etiquette
Business Etiquette
(LO 2.7) Explain the importance of business
etiquette and identify four key areas in which
good etiquette is essential.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 43

 Business Etiquette
in the Workplace
•Personal Appearance

•Personal Grooming

•Personal Phone Skills

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 44

 Guidelines for Using Phones
in the Workplace
• Be aware of how your voice sounds.
• Be courteous when placing calls.
• Convey a positive and professional attitude.
• End calls courteously and clearly.
• Use your voicemail to help callers.
• Be considerate when leaving voicemails.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 45

 Business Etiquette
in Social Settings
• Representing Your Company
Meeting • Introducing Yourself
Others • Introducing Other People

• Observing Dining Etiquette

Business • Starting Polite Conversations
Meals • Choosing Appropriate Topics

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 46

 Business Etiquette Online
• Behave professionally online.
• Avoid personal attacks.
• Stay focused on the original topic.
• Don’t present opinions as facts.
• Use standard spelling and grammar.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 47

 Business Etiquette Online
• Use up-to-date virus protection.
• Use hard-to-break passwords.
• Ask permission before an IM chat.
• Control language and emotions.
• Avoid multitasking when using IM.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 48

 Business Etiquette Online
• Never assume privacy.
• Avoid using “reply all” in email.
• Don’t waste other people’s time.
• Respect personal boundaries.
• Be careful when commenting online.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 49

 Business Etiquette
Using Mobile Devices
Personal Mobile
Personal Mobile Device
Device Habits
Habits

Issues with
Issues with Virtual
Virtual Assistants
Assistants

Expectations and
Expectations and Policies
Policies

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 50

 Summary of Discussion
• In this section, we discussed the following:
– Business Etiquette in the Workplace
– Guidelines for Using Phones in the
Workplace
– Business Etiquette in Social Settings

(Continued on Next Slide)

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 51
 Summary of Discussion
– Business Etiquette Online
– Business Etiquette Using Mobile Devices
• This concludes our discussion of Chapter 2:
Collaboration, Interpersonal Communication,
and Business Etiquette.

Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 52