Chapter 2
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  • 1. Guffey, Business Communication: Process and Product, 5e 7 Chapter 2 Masters © 2006 South-Western/Thomson Chapter 2 COMMUNICATING IN GROUPS AND TEAMS Why form groups and teams? ● Better decisions ● Faster response ● Greater “buy-in” ● Increased productivity ● Less resistance to change ● Improved employee morale ● Reduced risks
  • 2. Guffey, Business Communication: Process and Product, 5e 8 Chapter 2 Masters © 2006 South-Western/Thomson Characteristics of Self-Directed Teams ● Clearly stated goals ● Autonomy ● Decision-making authority ● Frequent communication ● Ongoing training
  • 3. Guffey, Business Communication: Process and Product, 5e 9 Chapter 2 Masters © 2006 South-Western/Thomson Four Phases of Team Development ● Forming ● Storming ● Norming ● Performing
  • 4. Guffey, Business Communication: Process and Product, 5e 10 Chapter 2 Masters © 2006 South-Western/Thomson Roles Played by Team Members Task Roles ● Initiator ● Information seeker/giver ● Opinion seeker/giver ● Direction giver ● Summarizer ● Diagnoser ● Energizer ● Gatekeeper ● Reality tester What kinds of statements might be made by these role players?
  • 5. Guffey, Business Communication: Process and Product, 5e 11 Chapter 2 Masters © 2006 South-Western/Thomson Roles Played by Team Members Relationship Roles ● Participation encourager ● Harmonizer/tension reliever ● Evaluator of emotional climate ● Praise giver ● Empathic listener Dysfunctional Roles ● Blocker ● Attacker ● Recognition-seeker ● Joker ● Withdrawer
  • 6. What kinds of statements might be made by these role players?
  • 7. Guffey, Business Communication: Process and Product, 5e 12 Chapter 2 Masters © 2006 South-Western/Thomson Resolving Work Conflicts Common Conflict Response Patterns ● Avoidance/withdrawal ● Accommodation/smoothing ● Compromise ● C ompetition/forcing ● Collaboration/problem solving
  • 8. Guffey, Business Communication: Process and Product, 5e 13 Chapter 2 Masters © 2006 South-Western/Thomson Six-Step Procedure for Dealing With Conflict 1. Listen. 2. Understand the other point of view. 3. Show a concern for the relationship. 4. Look for common ground. 5. Invent new problem-solving options. 6. Reach an agreement based on what’s fair.
  • 9. Guffey, Business Communication: Process and Product, 5e 14 Chapter 2 Masters © 2006 South-Western/Thomson Methods for Reaching Group Decisions ● Majority ● Consensus ● Minority ● Averaging ● Authority rule with discussion What are the advantages and disadvantages of each method?
  • 10. Guffey, Business Communication: Process and Product, 5e 15 Chapter 2 Masters © 2006 South-Western/Thomson Characteristics of Successful Teams ● Small size, diverse makeup ● Agreement on purpose ● Agreement on procedures ● Use of good communication techniques ● Ability to collaborate rather than compete ● Shared leadership
  • 11. Guffey, Business Communication: Process and Product, 5e 16 Chapter 2 Masters © 2006 South-Western/Thomson Planning Meetings ● Consider whether a meeting is really necessary. ● Include only key participants. ● Prepare agenda. Include topics, times, names. Conducting Meetings ● Start on time. ● Begin with an introduction that establishes goal and length of meeting, background of problem, possible solutions, tentative agenda, and ground rules. ● Appoint secretary (to take minutes) and recorder (to track ideas on flipchart). ● Encourage participation by all but avoid digressions. ● Deal with conflict openly. Let both sides air opinions. ● When the team reaches consensus, summarize and ask for agreement. Concluding and Following Up ● End on time. Summarize results achieved.
  • 12. ● A few days later, distribute minutes. ● Remind team members of assignments.