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Chapter 2: Mastering Team Skills and Interpersonal Communication

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Jo Nguyen

on 10 October 2013

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Transcript of Chapter 2: Mastering Team Skills and Interpersonal Communication

Chapter 2:
Mastering Team Skills and Interpersonal Communication

Learning Objectives
Communicating Effectively in Teams
What is a

A unit of two or more people who share a mission and the responsibility for working to achieve their goal.
Collaborating On Communication Efforts
Team members from different backgrounds may have different work habits and/or priorities.
Listening Skills
Effective listeners adapt their listening approaches to different situations. To be a good listener, adapt the way you listen to suit the situation.

Content Listener
To understand and retain the information in the speaker's message

Critical Listener
To Understand and evaluate the meaning the meaning of the speaker's message

Empathic Listener
To understand the speaker's feelings, needsm and wants so that you can appreciate his or her point of view, regardless of if you share that perspective.

Active Listener
Making a conscious effort to turn off their own filters and biases to truly hear and understand what the other party is saying
Improving Nonverbal Communication Skills
Nonverbal Communication is the process of sending and receiving information, both intentionally and unintentionality, without using written or spoken language.
Making Your Meeting More Productive
Majority of workplace communication takes place in the form of meetings.
Characteristics of Effective Teams
Effective Teams:
Understand Their Purpose
Communicate Openly And Honestly
Build Consensus
Think Creatively
Stay Focused
Resolve Conflict

Increased Information and Knowledge
Increased Diversity of Views
Increased Acceptance of a Solution
Higher Performance Levels
Hidden Agendas
Waste Time and Money
Generate Low-Quality
Frustrate Managers and Employees
Lack Of Trust
Poor Communication

Unsuccessful Teamwork
Conflict will arise in teams. Conflict can be constructive if it forces important issues and increases the involvement of team members
Guidelines for Collaborative Writing
Select Collaborators Carefully
Agree and Set Goals Before Starting
Give The Team Time To Bond
Clarify Individual Responsibilities
Establish Clear Processes
Avoid Writing As A Group
Make Sure Tools/Techniques Are Ready
Check To See How Things Are Going Along The Way

Content Management Systems
Shared Workspaces
Technologies For Collaborative Writing
Social Networks and Virtual Communities
Chapter 1 Recap:
Web 2.0
Social Media

Social Networking Technologies
The Two Fundamental Elements
Virtual Communities
Communications of Practice
Constructive Feedback

Also called Constructive Criticism, focuses on the process and outcomes of communication, not on the people involved.
Destructive Feedback
Delivers criticism with no effort to stimulate improvement.

Tips on Giving and Responding To Feedback:
When writing feedback, make it constructive by focusing on how the material can be improved.
When receiving constructive feedback on your writing, keep your emotions in check and view it as an opportunity to improve.
Remain open to criticism
Resist urge to defend you work, deny validity of feedback
How To Properly Prepare For Meetings:
Clarify your purpose
Select participants for the meeting
Choose the venue and time
Set and share the agenda
Conducting and Contributing to Efficient Meeting
Keep the meeting on track
Follow agreed-upon rules
Encourage participation
Participate actively
Close effectively
Using Meeting Technologies
Meeting Minutes
Virtual Teams and Virtual Meetings
Telepresence Technologies
Sophisticated Web Based Meetings
Real Time Communication
Shared Workspaces
Virtual Whiteboards
Second Life (Secondlife.com)

Overcoming Barriers to Effective Listening
Selective Listening
Mind wandering, picking up selective parts of the conversation

Making up your mind before hearing what was said

Selective Perception
Filtering incoming messages before hearing the conversation
Six Types of Nonverbal Signals
Facial Expressions
Gestures and Posture
Vocal Characteristics
Personal Appearance
Time and Space
Business Etiquette
Etiquette in the Workplace
Workplace Etiquette
includes a variety of behaviors, habits, and aspects of non-verbal communication.
Style of dress
Personal Demeanor
Phone Skills
Mobile Phone Etiquette

Etiquette in the Social Settings
Etiquette continues when you leave the office. Know how to conduct yourself in the follow ways:

Know the customs of other cultures
Brief introductions
Business conducted over meals
Mobile phones
Etiquette Online
When representing your business online, you must adhere to a high standard of etiquette and respect for others.
If you want to appear polished, professional, and confident in business settings, learn the behavioral expectations in your workplace
Avoid personal attacks
Stay focused on the original topic
Don't present opinions as facts; support with evidence
Follow basic expectations of spelling, punctuation, and capitalization.
Use Virus protection
Ask before IM chats
Watch language
Avoid multitasking
Never assume you have privacy
Do not use "Reply" e-mail, useless everyone can benefit
Don;t waste time with incomplete messages
Respect boundaries of time and virtual space
Full transcript