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CHAPTER 2 COLLABORATION, INTERPERSONAL COMMUNICATION AND BUSINESS…
CHAPTER 2 COLLABORATION, INTERPERSONAL COMMUNICATION AND BUSINESS ETIQUETTE
COMMUNICATION EFFECTIVELY IN TEAM
A team is a unit of two or more people who share a mission and the responsibility for working to achieve a common goal
Advantages
Increased Information and Knowledge
Increased Diversity of Viewpoints
Increased Acceptance of Solutions
Increased Levels of Performance
Disadvantages
Groupthink
Hidden Agenda
High Cost
Characteristics of Effective Teams
Clear objective and shared purpose
Strong sense of trust
Open and honest communication
Consensus decision making
Creative thinking
Skill at resolving conflicts
Group Dynamics
Roles Assumed by Team Members
Current Phase of Team Development
Ability to Resolve Conflict/Resistance
Assuming Team Roles
Dysfunctional Self-Oriented
Functional Team Maintenance
Functional Task-Oriented
Phases of Development
Orientation
Conflict
Brainstorming
Emergence
Reinforcement
Resolving Team Conflict
Fair Play
Proaction
Communication
Openness
Research
Alliance
Flexibility
Overcoming Resistance
Express Understanding
Bring Resistance Out Into The Open
Evaluate Others’ Objections Fairly
Hold Arguments for the Right Time
Collaborating on Communication Efforts
Guidelines
Select Collaborators Carefully
Agree on Project Goals
Give the Team Time to Bond
Clarify Individual Responsibilities
Establish Clear Processes
Avoid Composing as a Group
Confirm Technical Compatibility
Check Overall Progress of the Group
Technologies
Content Management System
Wiki
Groupware
Shared
Workspaces
Social Networks and Virtual Communities
Organizational
Knowledge
Sense of
Community
Collaboration via Mobile Devices
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 feedback to improve the quality of your work.
Making Your Meetings More Productive
Preparing for Meetings
Define the Purpose
Select Participants
Choose the Time and Venue
Set the Agenda
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.
Written Meeting
Minutes
•Problems and Opportunities
•Action Items Discussed
•Key Decisions Made
•Important Announcements
•Responsibilities Assigned
Using Meeting Technologies
Virtual Meetings
Instant Messaging
Teleconferencing
Videoconferencing
Telepresence
Successful Virtual Meetings
Spend extra time planning before meetings.
Be more diligent during meetings.
Strive for audience engagement.
Provide opportunities to contribute.
Commit to paying attention.
Improving Your Listening Skills
Recognizing Various Types of Listening
Content
Critical
Active
Empathic
The Listening Process
Receiving or Hearing the Message
Decoding or Assigning Meaning
Remembering the Message
Evaluating Information Quality
Responding to the Message
Overcoming Barriers to Effective Listening
Interruptions
Selective Listening
Language/Experience
Distractions
Selective Perception
Memory Issues
Improving Your Nonverbal Communication Skills
Recognizing Nonverbal Communication
Facial Expressions
Vocal Characteristics
Touching Behavior
Gestures and Posture
Personal Appearance
Time and Space
Using Nonverbal Communication Effectively
Talking
Not Talking
Listening
Developing Your Business Etiquette
Business Etiquette in the Workplace
Personal Appearance
Personal Grooming
Personal Phone Skills
Guidelines for Using Phones in the Workplace
Be aware of how your voice sounds.
Be courteous when placing calls.
Convey a positive and professional attitude.
End calls courteously and clearly.
Use your voicemail to help callers.
Be considerate when leaving voicemails.
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
Behave professionally online. 2. Avoid personal attacks.3. Stay focused on the original topic. 4. Don’t present opinions as facts.5. Use standard spelling and grammar.
Business Etiquette Using Mobile Devices
Personal Mobile Device Habits
Issues with Virtual Assistants
Expectations and Policies