This chapter discusses effective team communication and interpersonal skills. It covers communicating in teams, making meetings more productive, improving listening and nonverbal communication skills, and developing business etiquette. Specific topics include team roles and dynamics, resolving conflicts, collaborative writing tools, virtual meeting technologies, barriers to listening, and etiquette in the workplace and online settings. The overall aim is to provide guidance on mastering crucial soft skills for professional interactions and team-based work.

1. Chapter 2
Mastering Team Skills
and Interpersonal
Communication
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2. Learning Objectives
1. Communicating effectively in teams
2. Communicating collaboratively
3. Making meetings more productive
4. Review online meeting technologies
5. Improving listening skills
6. Improving nonverbal communication
7. Developing business etiquette
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3. Communicating
Effectively in Teams
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4. Advantages of Teams
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•Information
•Knowledge
•Solutions
•Diversity
•Performance

5. Disadvantages of Teams
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•Hidden Agenda
•Groupthink
•Cost Issues

6. Traits of Effective Teams
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Objective & Purpose
Communication
Creativity
Strong Trust
Decision Making
Resolving Conflict

7. Group Dynamics
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Team Roles
Team
Evolution
Conflict
Resolution
Degree of
Resistance

8. Assuming Team Roles
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Self-Oriented
Team-Maintenance
Task-Oriented

9. Team Evolution Process
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Orientation
1
Conflict
2
Brainstorming
3
Emergence
4
Reinforcement
5Phases of Group
Development

10. Resolving Team Conflict
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Fair Play
Alliance
Research
Flexibility
Proaction
Communication
Openness

11. Overcome Resistance
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•Express Understanding
•Raise the Awareness of Resistance
•Evaluate Others’ Objections Fairly
•Hold Arguments for the Right Time

12. Summary of Discussion
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13. Collaborating on
Communication Efforts
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14. Collaborative Writing
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• Selecting Collaborators
• Agreeing on Project Goals
• Taking Time to Bond
• Clarifying Responsibilities

15. Collaborative Writing
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• Establishing Clear Processes
• Avoiding Group Writing
• Ensuring Technical Compatibility
• Checking Overall Progress

16. Collaborative Technology
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Organized Approach
Controlled Access
Flexible Approach
Open Access
Content
Management
Wiki Systems

17. Teams and Workgroups
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Collaboration
Platforms
Shared
Workspaces

18. 18Chapter 2 -Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall
•Teamwork
•Communication
•Collaboration
•Knowledge
•Community

19. Workplace Feedback
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•Constructive
•Destructive

20. Summary of Discussion
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21. Making Your Meetings
More Productive
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22. Productive Meetings
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The Purpose Participants
Time & Venue The Agenda

23. Efficient Meetings
• Keep the meeting on track
• Follow agreed-upon rules
• Encourage everyone to participate
• Participate in an active way
• Close the meeting effectively
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24. Summary of Discussion
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25. Meeting Technologies
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26. Types of Virtual Meetings
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•Instant Messaging
•Teleconferencing
•Videoconferencing

27. Successful Virtual Meetings
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28. Summary of Discussion
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29. Improving Listening Skills
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30. 30Chapter 2 -Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall
Types of Listening
Active
Content Critical
Empathic

31. The Listening Process
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1. Receiving
2. Decoding
3. Remembering
4. Evaluating
5. Responding

32. Interruptions Distractions
Selective Listening Selective Perception
Language/Experience Memory Issues
Barriers to Listening
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33. Summary of Discussion
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34. Improving Nonverbal
Communication Skills
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35. Nonverbal Categories
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•Facial Expressions
•Gestures and Postures
•Vocal Characteristics

36. Nonverbal Categories
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•Personal Appearance
•Touching Behavior
•Time and Space

37. Effective Nonverbal
Communication
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•Talking
•Not Talking
•Listening

38. Summary of Discussion
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39. Developing Your Business
Etiquette
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40. In the Workplace
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Personal
Appearance
Business
Meetings
Phone Skills Mobile Phones

41. In Social Settings
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First
Impressions
Personal
Introductions
Business
Meals
Mobile
Phones

42. 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
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43. Business Etiquette Online
• Use up-to-date virus protection
• Use hard-to-break passwords
• Ask permission before chatting
• Control language and emotions
• Avoid multitasking and IM
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44. Business Etiquette Online
• Never assume privacy
• Avoid “reply all” in email
• Don’t waste other people’s time
• Respect personal boundaries
• Be careful when commenting online
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45. Summary of Discussion
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46. Chapter 2
Mastering Team Skills
and Interpersonal
Communication
46Chapter 2 -Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall

47. 47Chapter 2 -Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall