Communicating in teams and mastering listening and nonverbal communication skills
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The document discusses effective team communication and listening skills. It covers the advantages and disadvantages of teams, characteristics of effective teams, preparing for and conducting effective meetings, the listening process and barriers to listening, making and receiving phone calls effectively, using voice mail, and maximizing nonverbal communication. Key points include teams providing diversity of views but risking groupthink, effective teams having clear purpose and open communication, and importance of active listening, maintaining eye contact and being aware of body language in communication.
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Communicating in teams and mastering listening and nonverbal communication skills
- 1. Communicating iinn TTeeaammss aanndd MMaasstteerriinngg LLiisstteenniinngg aanndd NNoonnvveerrbbaall CCoommmmuunniiccaattiioonn SSkkiillllss © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 1
- 2. OOvveerrvviieeww ooff TTeeaammss Advantages •Information & knowledge •Diversity of views •Acceptance of solutions •Performance Disadvantages •Groupthink •Hidden agendas •Free riders •High costs © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 2
- 3. CChhaarraacctteerriissttiiccss ooff EEffffeeccttiivvee TTeeaammss • Have a clear sense of purpose • Communicate openly and honestly • Reach decisions by consensus • Think creatively • Remain focused • Resolve conflict effectively © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 3
- 4. Preparing ffoorr MMeeeettiinnggss • Decide on the purpose • Select participants • Choose the location • Set and follow an agenda © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 4
- 5. EEffffeeccttiivvee MMeeeettiinnggss • Focus • Procedures • Participation • Closing • Follow-up © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 5
- 6. The LLiisstteenniinngg PPrroocceessss • Receiving • Interpreting • Remembering • Evaluating • Responding © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 6
- 7. Barriers ttoo LLiisstteenniinngg • Prejudgment • Self-centeredness • Selective listening © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 7
- 8. EEffffeeccttiivvee LLiisstteenniinngg • Find areas of interest • Focus on content • Hold your fire • Listen for ideas • Take selective notes © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 8
- 9. EEffffeeccttiivvee LLiisstteenniinngg • Work at listening • Block competing thoughts • Paraphrase the speaker • Stay open-minded • Stay ahead of the speaker © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 9
- 10. Receiving TTeelleepphhoonnee CCaallllss • Answer promptly • Identify yourself • Establish rapport • Be positive • Take messages • Explain your actions © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 10
- 11. Making TTeelleepphhoonnee CCaallllss • Get ready • Schedule the call • Minimize distractions • Introduce yourself • Maximize your time • Maintain focus • Use a positive close © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 11
- 12. UUssiinngg VVooiiccee MMaaiill • Minimize time zones • Reduce paperwork © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 12
- 13. EEffffeeccttiivvee VVooiiccee MMaaiill GGrreeeettiinnggss • Be brief and accurate • Sound professional • Keep callers in mind • Make options helpful • Update your greetings • Respond to calls promptly © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 13
- 14. EEffffeeccttiivvee VVooiiccee MMaaiill MMeessssaaggeess • Keep the message simple • Sound professional • Avoid personal messages • Replay the message • Avoid multiple messages • Don’t hide behind voice mail © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 14
- 15. Nonverbal CCoommmmuunniiccaattiioonn • Intent • Spontaneity • Honesty • Efficiency © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 15
- 16. TTyyppeess ooff NNoonnvveerrbbaall CCoommmmuunniiccaattiioonn • Facial expressions • Gestures and posture • Vocal characteristics • Personal appearance • Touching behavior • Use of time and space © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 16
- 17. MMaaxxiimmiizziinngg NNoonnvveerrbbaall CCoommmmuunniiccaattiioonn • AAvvooiidd ccoonnfflliiccttiinngg ssiiggnnaallss • SSttrriivvee ffoorr hhoonneessttyy • SSmmiillee ggeennuuiinneellyy • MMaaiinnttaaiinn eeyyee ccoonnttaacctt • BBee aawwaarree ooff ppoossttuurree aanndd ggeessttuurreess • UUssee aapppprroopprriiaattee vvooccaall ssiiggnnaallss © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 17
- 18. MMaaxxiimmiizziinngg NNoonnvveerrbbaall CCoommmmuunniiccaattiioonn • KKnnooww yyoouurr aauuddiieennccee • AAcckknnoowwlleeddggee ccoommffoorrtt zzoonneess • SShhaakkee hhaannddss aapppprroopprriiaatteellyy • RReessppeecctt vvaarryyiinngg aattttiittuuddeess aabboouutt ttiimmee • UUssee ttoouucchh ccaarreeffuullllyy • BBee aawwaarree ooff ffaallssee ccuueess © Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 18