Chapter 2 Collaboration, Interpersonal Communication, and Business Etiquette

Business Communication Today Chapter 2 Collaboration, Interpersonal Communication, and Business Etiquette Learning Objectives (1 of 2) 2.1 List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics. 2.2 Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback. 2.3 List the key steps needed to ensure productive team meetings. Learning Objectives (2 of 2) 2.4 Identify three major modes of listening and describe three steps to becoming a better listener. 2.5 Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. 2.6 Explain the importance of business etiquette, and identify four key areas in which good etiquette is essential. Communicating Effectively in Teams • LO 2.1 List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics. 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. Business can use variety of teams, including: • Committee • Problem solving project • Creative teams • Cross functional team Advantages of Teams • Increased Information and Knowledge • Increased Diversity of Views • Increased Acceptance of a Solution • Higher Performance Levels Disadvantages of Teams • Groupthink • Hidden Agendas • Cost • Overload Characteristics of Effective Teams • Clear sense of purpose • Open and honest communication • Consensus-based decision making • Creativity • Effective conflict resolution Factors Influencing Group Dynamics • Roles Assumed by Team Members • Current Phase of Team Development • Conflict Resolution Skills • Effectiveness at Overcoming Resistance Stages of Team Development Resolving Conflict in Teams • Decide if the conflict is worth addressing • Examine your own beliefs and behaviors • Identify where the conflict truly originates • Establish common ground • Choose a strategy for resolving the difference – Avoid – Accommodate – Compromise – Collaborate Virtual Teams • Pull together the best people for a task • Take advantage of the benefits of telecommuting • Increase engagement and productivity Tips for Success in Virtual Team Environments • Keep teams as small as possible • Use the best collaboration technology available • Clarify the purpose of each tool • Take special care with isolated members • Don’t rely solely on written communication Collaborating on Communication Efforts • LO 2.2 Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback. Guidelines for Collaborative Writing • Goals are clear and agreed on • Determine how work will be done • Take advantage of each person’s strengths • Establish clear and frequent checkpoints • Appreciate different writing styles Giving Constructive Feedback Table 2.2 Giving Constructive Feedback How to Be Constructive Explanation Think through your suggested changes carefully. Many business documents must illustrate complex relationships between ideas and other information, so isolated and superficial edits can do more harm than good. Discuss improvements rather than flaws. Instead of saying “this is confusing,” for instance, explain how the writing can be improved to make it clearer. Focus on controllable behavior. The writer may not have control over every variable that affected the quality of the message, so focus on those aspects the writer can control. Be specific. Comments such as “I don’t get this” or “Make this clearer” don’t give the writer much direction. Keep feedback impersonal. Focus comments on the message, not on the person who created it. Verify understanding. If in doubt, ask for confirmation from the recipient to make sure that the person understood your feedback. Time your feedback carefully. Respond in a timely fashion so that the writer has sufficient time to implement the changes you suggest. Highlight any limitations your feedback may have. If you didn’t have time to give the document a thorough edit, or if you’re not an expert in some aspect of the content, let the writer know so that he or she can handle your comments appropriately. Technologies for Collaborative Communication • Collaboration Systems – Content Management Systems – Wikis – Shared Online Workspaces – Social Network – Workgroup Messaging Systems – Private Networks • Collaboration via Mobile Devices • A I-Enabled Collaboration Figure 2.2 Shared Online Workspaces Figure 2.3 Collaboration on Mobile Devices Making Your Meetings More Productive • LO 2.3 List the key steps needed to ensure productive team meetings. Preparing for Meetings • Define Your Purpose • Select Participants • Choose Time and Venue • Set the Agenda Conducting and Contributing to Efficient Meetings • Keep the Discussion on Track • Follow Agreed-on Rules • Encourage Participation • Participate Actively • Use Mobile Devices Respectfully • Close Effectively Figure 2.5 Effective Meeting Agenda Figure 2.5 Capturing Key Decisions and Discoveries from a Meeting Using Meeting Technologies • Virtual Meeting Systems – Telepresence – Holograms – Teleconferencing Successful Virtual Meetings • Extra Planning • Be Aware of Limitations of Technology • Keep Participants Engaged • Ensure That Participants are Prepared • Give Participants Opportunities to Participate Improving Your Listening Skills • LO 2.4 Identify three major modes of listening and describe three steps to becoming a better listener. Types of Listening Listening Style Goal Content listening Understand and retain the information the other party is sharing Understand and evaluate the information in terms of logical arguments, strength of evidence, validity of conclusions, implications, and any omissions; understanding the speaker’s motives may be relevant as well Understand the speaker’s feeling, needs, and wants, regardless of whether you agree with his or her perspective Critical listening Empathic listening Becoming a Better Listener • Minimize the Barriers to Effective Listening • Adapt Your Listening Style to the Situation • Listen actively Behavioral Difference Between Effective and Ineffective Listeners (1 of 2) Effective Listeners Listen actively Put themselves in an open, positive frame of mind Ineffective Listeners Listen passively Switch to listening without consideration, continuing in whatever emotional state they were in before Stay focused on the speaker and the Allow their minds to wander, are easily conversation distracted, or work on unrelated tasks Take careful notes, when applicable Take no notes or ineffective notes Make frequent eye contact with the speaker Make little or no eye contact—or (depends on culture to some extent) inappropriate eye contact Keep their emotions under control and Allow their emotions to negatively influence don’t let their own anxieties poison the the conversation conversation Mentally paraphrase key points to maintain Fail to paraphrase attention level and ensure comprehension Behavioral Difference Between Effective and Ineffective Listeners (2 of 2) Effective Listeners Ineffective Listeners Adjust listening style to the situation Listen with the same style, regardless of the situation Give the speaker nonverbal feedback (such as nodding to show agreement or raising eyebrows to show surprise or skepticism) Fail to give the speaker nonverbal feedback Save questions or points of disagreement until an appropriate time Interrupt whenever they disagree or don’t understand Engage the other person with questions or encouragement; validate the other person’s feelings Fail to engage; offer no encouragement or expression of understanding Overlook stylistic differences and focus on the speaker’s message Are distracted by or unduly influenced by stylistic differences; are judgmental Make distinctions between main points and supporting details Are unable to distinguish main points from details Look for opportunities to learn Assume they already know everything that’s important to know Improving Your Nonverbal Communication Skills • LO 2.5 Explain the importance of nonverbal communication and identify six major categories of nonverbal expression. Recognizing Nonverbal Communication • Facial Expression • Gesture and Posture • Vocal Characteristics • Personal Appearance • Touch • Time and Space Use Nonverbal Communication Effectively • When You’re Talking • When You’re Not Talking • When You’re Listening Developing Your Business Etiquette • LO 2.6 Explain the importance of business etiquette, and identify four key areas in which good etiquette is essential. Business Etiquette in the Workplace • Respect other people’s time • Don’t interrupt • Keep the noise level down • Respect other people’s personal space • Use professional language • Don’t gossip • Pay attention to cleanliness • Don’t come to work when sick • Avoid eating at your desk • Avoid discussing potentially emotional issues Business Etiquette in Social Situations Meeting Others Representing Your Company Introducing Yourself Business Meals Observing Dining Etiquette Choose Foods that are Easy to Eat Introducing Others Observing Customs – Especially for International Business Avoid Alcohol Choose Appropriate Topics for Conversation Business Etiquette Online • Avoid Personal Attacks • Avoid multitasking • Stay Focused on the Original Topic • Don’t waste other’s time with sloppy or incomplete messages • Follow Correct Grammar and Spelling • Never assume privacy • Use Virus Protection and Keep it Current • Be careful of online commenting mechanism • Watch your language and keep emotions under control • Respect boundaries of time and virtual space