Mastering Listening and

Non Verbal
Communication Skills and
communicating in teams
Chp2

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 Lecture outline

• Effective listening
• Non Verbal communication
• Teamwork
• Productive meetings

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Communicating in Teams
Problem-Solving
(crossfunctional)

Task Forces
Resolve specific issues/temporary

Committees
(formal)
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 Overview of Teams
effort to involve in decision
making
Advantages Disadvantages
•Increased Information
• At their worst waste of time
/knowledge
•Diversity of Views • Develop Groupthink
•Support for Solutions
•Hidden Agendas
/decisions
•Improved Performance •Increased Costs
(unleash creativity) • of coordinating
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 Ineffective Teams
PoorCommunication Suspicion and
Issues Lack of Trust

Waste Time and Money

Generate Low-Quality Work

Breed Frustration
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 Effective Teams
• Have a clear objective
• Share a sense of purpose
• Communicate openly and honestly
• Reach decisions by consensus
• Think in creative ways
• Know how to resolve conflict
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 Collaborative Writing
Select Collaborators carefully Clarify Processes
(know how work will be done)

Agree on Goals Avoid Group Writing

Ensure Compatibility
Take Time to Bond
(same version of software)

Clarify Responsibilities Check Progress Often

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 Writing Technologies
collaboration tools
Content Management
Content Management

Wiki Site
Wiki Site

Groupware
Groupware

Shared Workspaces
Shared Workspaces
(virtual offices)
(virtual offices)
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 Group Dynamics
(the interaction and processes that take place)

Influenced by these factors

Team
Team Roles
Roles of
of members
members

Team
Team Development
Development

Conflict
Conflict && Resistance
Resistance

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 Assuming Team Roles
Self- Team- Task-
Oriented Maintenance Oriented
help team reach its goals

Controlling Initiating and

Encouraging
and Diverting Coordinating

Seeking or
Withdrawing Harmonizing
giving Information

Seeking Attention Compromising Setting Procedures

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Phases of Team Evolution
General
General Framework
Framework of
of team
team development
development

1 2
Conflict
Conflict
Orientation
Orientation (discuss
(discusspositions)
positions)

3 4 5
Brainstorming
Brainstorming Emergence
Emergence Reinforcement
Reinforcement
(air
(airall
allthe
theoptions)
options)(Reach
(Reachaadecision)
(receive
decision)(receiveassignments)
assignments)
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 Types of Team Conflict

Constructive
Constructive Destructive
Destructive
Win-Win
Win-WinStrategy
Strategy Win-Lose
Win-LoseororLose-Lose
Lose-LoseOutcome
Outcome

Diverts
Diverts Energy
Energy
Exposes
Exposes important
important Issues
Issues from
from more
more imp
imp issues
issues
Boosts
Boosts Involvement
Involvement Destroys
Destroys Morale
Morale

Generates
Generates creative
creative Ideas
Ideas Divides
Divides the
the Team
Team
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 Resolving Team Conflict
Proaction
Deal with minor conflict

Fair Play Research

Don’t avoid a fair sol Seek factual reasons for problem

Communication

Alliance Flexibility

Openness

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 Overcoming Resistance
Express Understanding

Uncover Resistance
Deal directly without accusing
Evaluate Objections
Get the person to open up
Withhold Arguments
Till other person is ready

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Networking Technologies

Social
Networks

Virtual
Communities
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 Productive Meetings

Preparation
Preparation

Face-to-Face
Face-to-Face Virtual
Virtual
Meetings
Meetings
Efficiency
Efficiency Meetings
Meetings

Technology
Technology

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 Purpose Participants

Preparing for
Meetings
(careful planning of four
things)
Time and
Agenda
Place
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Leading and Participating
(for effective meetings)

Stay
Stay on
on Follow
Follow
Track
Track the
the Rules
Rules

Invite
Invite Participate
Participate Close
Close
Participation
Participation Actively
Actively Effectively
Effectively

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Meeting Technologies
• Virtual Teams

• Virtual Meetings

• Teleconferences

• Videoconferences

• Web-Based Systems
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 Listening is one of the
most important skills in
the workplace

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Effective Listening Skills

Strengthens Relationships

Product Delivery

Opportunities for innovation

Diversity

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 Types of Listening
Effective listeners adapt their listening approaches to different
situations.

Content
Content Critical
Critical
(understand)
(understand) Point
Pointof
ofview
viewand
andcredibilty
credibilty

Empathic
Empathic Active
Active
Turn off their own filters &biases
Turn
Turnoff
offtheir
theirown
ownfilters
filters&biases
&biases
Understand Feelings and needs
Understand
UnderstandFeelings
Feelingsand
andneeds
needs Truly
Trulyunderstand
understandthe
thespeaker
speaker

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The Listening Process
Message

Receiving
Receiving Decoding
Decoding Remembering
Remembering

Responding
Responding Evaluating
Evaluating
Basesd on situation
Basesdon
Basesd onsituation
situation Judgingquality
Judging quality

Feedback
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 Barriers to Listening
 Interruptions

 Selective listening(mind wanders)

 Selective perception (listeners mold

messages to fit their own concepts)

 Language or experience

 Memory problems

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Nonverbal Communication

Support Words

Weaken Words

Replace Words
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 Categories of Nonverbal
Communication
Facial
Facial Expressions
Expressions Gestures
Gestures and
and Posture
Posture

Vocal
Vocal Characteristics
Characteristics Personal
Personal Appearance
Appearance

Touching
Touching Behavior
Behavior Time
Time and
and Space
Space

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 Using Nonverbal
Communication Effectively

When
When Talking
Talking

When
When Not
Not Talking
Talking

When
When Listening
Listening
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 Business Etiquette

The Workplace

Social Settings

Online
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Etiquette in the Workplace

Personal Appearance

Personal Grooming

Personal Demeanor

Telephone Skills
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Etiquette in Social Settings

Appearance Personal
and Actions Introductions

Business Mobile Inappropriate

Meals Phones Topics

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Business Etiquette Online
• Learn the basics of online etiquette
• Avoid personal attacks
• Stay focused on the original topic
• Do not present opinions as facts
• Follow grammar and spelling rules
• Use virus protection
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Business Etiquette Online
• Ask permission before IM chatting
• Control language and emotions
• Avoid multitasking and IM
• Never assume privacy
• Avoid “reply all” in email
• Do not waste other people’s time
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