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

Receiving Constructive Criticism

  1. Focus on the process and outcomes.
  2. Provide clear guidelines for improvement
  1. Don’t get defensive or deny the feedback’s validity.
  2. 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

  1. Keep the discussion on track.
  2. Follow agreed-upon rules.
  3. Encourage everyone to participate.
  4. Participate in an active way.
  5. Use mobile devices respectfully.
  6. 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

  1. Receiving or Hearing the Message
  2. Decoding or Assigning Meaning
  3. Remembering the Message
  4. Evaluating Information Quality
  5. 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

  1. Facial Expressions
  2. Vocal Characteristics
  3. Touching Behavior
  4. Gestures and Posture
  5. Personal Appearance
  6. Time and Space

Using Nonverbal Communication Effectively

Talking

Not Talking

Listening

Developing Your Business Etiquette

Business Etiquette in the Workplace

  1. Personal Appearance
  2. Personal Grooming
  3. 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

  1. Representing Your Company
  2. Introducing Yourself
  3. Introducing Other People

Business Meals

  1. Observing Dining Etiquette
  2. Starting Polite Conversations
  3. Choosing Appropriate Topics

Business Etiquette Online

  1. 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