Bovee Ebc12 Inppt 02

Excellence in Business
Communication
Twelfth Edition
Chapter 2
Collaboration,
Interpersonal
Communication,
and Business
Etiquette
Copyright © 2017, 2015, 2013 Pearson Education, Inc. All Rights Reserved.
Learning Objectives (1 of 3)
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.
2.4 Identify the major technologies used to enhance or
replace in-person meetings.
2.5 Identify three major modes of listening, describe the
listening process, and explain the problem of selective
listening.
2.6 Explain the importance of nonverbal communication and
identify six major categories of nonverbal expression.
2.7 Explain the importance of business etiquette, and identify
four key areas in which good etiquette is essential.
Communicating Effectively in Teams
(LO 1) List the advantages and disadvantages of working in
teams, describe the characteristics of effective teams, and
highlight four key issues of group dynamics.
Advantages of Teams
• Increased Information and Knowledge
• Increased Diversity of Viewpoints
• Increased Acceptance of Solutions
• Increased Levels of Performance
Disadvantages of Teams
• Groupthink
– Pressure to Conform
– Affects Decision Quality
• Hidden Agenda
– Restricts Interaction
– Limits Productivity
• High Cost
– Aligning Schedules
– Arranging Meetings
Characteristics of Effective Teams
Clear Objective Shared Purpose

Full Engagement Consensus Decision Making
Creativity and Technical Skills Communication
Collaborating on Communication
Efforts
(LO 2) Offer guidelines for collaborative communication,
identify major collaboration technologies, and explain how to
give constructive feedback.
Guidelines for Collaborative
Writing (1 of 2)
• Select Collaborators Carefully
• Agree on Goals Before You Start
• Give the Team Some Time to Bond
• Clarify Individual Responsibilities
Guidelines for Collaborative
Writing (2 of 2)
• Establish Clear Group Processes
• Avoid Writing as a Group
• Use Compatible Technologies
• Seek Feedback from the Team Often
Technologies for Collaborative
Writing (1 of 2)
• Content Management System
– Organized Approach
– Controlled Access
• Wiki
– Flexible Approach
– Open Access
Technologies for Collaborative
Writing (2 of 2)
• Groupware
– Shared Knowledge
– Cloud Computing
• Shared workspaces
– Intranets
– Extranets
Collaboration via Mobile Devices
Unified Communication
• Voice and Video Calling
• Voice and Video Conferencing
• Instant Messaging
• Real-Time Collaboration
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 the feedback to improve the quality of your work.
Making Your Meetings More
Productive
(LO 3) List the key steps needed to ensure productive team
meetings.
Preparing for Meetings
Careful Preparation and Planning Tasks
• Clarify the purpose of your meeting.
• Select the participants for the meeting.
• Choose the meeting’s time and venue.
• Set and share the purpose of the meeting
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.
Sample Meeting Agenda
Figure 2.4 Typical Meeting Agenda
Putting Meeting Results to Productive
Use
Written Meeting Minutes
• Problems and Opportunities
• Action Items Discussed
• Key Decisions Made
• Important Announcements
• Responsibilities Assigned
Using Meeting Technologies
(LO 4) Identify the major technologies used to enhance or
replace in-person meetings.
Meeting Technologies
• Virtual Meetings
– Instant Messaging
– Teleconferencing
– Teleconferencing
– Web-Based Meetings
Virtual Meetings
Figure 2.6 Virtual Meetings
Improving Your Listening Skills
(LO 5) Identify three major modes of listening, describe the
listening process, and explain the problem of selective
listening.
Recognizing Various Types of
Listening
• Content
• Critical
• Empathic
• Active
Understanding the Listening Process
1. Receiving or Hearing the Message
2. Decoding or Assigning Meaning
3. Remembering for Future Reference
4. Evaluating the Quality of Information
5. Responding to the Message
Overcoming Barriers to Effective
Listening
• Selective Listening
• Selective Perception
• Language or Experience
Improving Your Nonverbal
Communication Skills
(LO 6) Explain the importance of nonverbal communication
and identify six major categories of nonverbal expression.
Understanding Nonverbal Signals in
Communication
• Verbal Messages
– Enhance
– Weaken
– Replace
Six Important Nonverbal Signals
Facial Expressions Gestures and Posture

Vocal Characteristics Personal Appearance
Touching Behavior Time and Space
Developing Your Business Etiquette
(LO 7) Explain the importance of business etiquette, and
identify four key areas in which good etiquette is essential.
Business Etiquette in the Workplace
• Nonverbal Signals
– Personal Appearance
– Personal Grooming
– Phone Skills
Business Etiquette in Social Settings
• Meeting Others
– Representing Your Company
– Introducing Yourself
– Introducing Other People
• Business Meals
– Observing Dining Etiquette
– Starting Polite Conversations
– Choosing Appropriate Topics
Business Etiquette Online (1 of 2)
• Avoid personal attacks.
• Focus on the original topic.
• Don’t present opinions as facts.
• Support facts with evidence.
• Follow spelling and punctuation rules.
• Maintain current antivirus protection.
• Ask permission before you start chatting
Business Etiquette Online (2 of 2)
• Control language and emotions.
• Avoid multitasking during communication.
• Never assume you have privacy.
• Don’t abuse the “reply all” feature.
• Don’t waste other people’s time.
• Respect boundaries of time and space.
• Be careful with online commenting.
Business Etiquette Using Mobile
Devices
• Personal Mobile Device Habits
• Issues with Virtual Assistants
• Expectations and Policies
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Excellence in Business

Clear Objective Shared Purpose

Facial Expressions Gestures and Posture

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