建立团队信任英文版.docx
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建立团队信任英文版.docx
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建立团队信任英文版
ReportonTeamtrust
——Communication
6January,2011
TableofContents
ExecutiveSummary1
Backgrounds2
Finding3
1.Communication3
2.CommunicationStructure3
3.CommunicationSkills3
3.1Communicationbarriers4
3.2EffectiveListeningSkills5
3.3Speaking6
3.4Feedback8
Conclusion9
Reference10
ExecutiveSummary
Developing,maintainingandimprovingtheTeam'strustandsupportofpeersandcolleagues,focusingontheseaspects:
•Roles
•Tasks
•Supportiverelationships
•Individualneeds
•Contributionofothers
•Interpersonalcommunication
•Culturalvalues
Mostmanagersspend75-90percentoftheirtimeinoneofthefourcommunicationmodes(writing,reading,speaking,listening),soyouwouldthinkthey’dbegoodatit.Yetpoorcommunicationisatthebottomofmostmisunderstandingsandproblems,minorandmajor.Whetherface-to-faceorinwriting,itisimportanttobeclearaboutyourpurpose.Thenyoucanstructureyourinformationandpresentitclearlyandpersuasively.Thebetteryouwillmanage.()
Communicationisoneoftheaspectsofdeveloping,maintainingandimprovingtheTeam’strust,andsupportofpeersandcolleagues.Thisreportistointroducetheimportanceofcommunicationintheteamthroughthestructureofcommunication,communicationskills/processesandsomeattentionpoints.
Backgrounds
MichaelRidleyisaqualifiedpathologistandhasrecentlyjoinedPacificPathology,asmallprivately-ownedpathologylaboratoryinthecity.
Itisawell-equipped,forward-lookingestablishmentwhichisgrowingeachyear.Itslistofclientsisimpressiveandever-expanding.Thefirmisprobablyabitunderstaffed,particularlyinregardtosupportstaffsuchasclericalandofficepersonnel.Thelaboratoryhasthelatestequipmentbutisabitcramped.
Michael'sdutiesinvolveanalysingspecimensaccordingtoaworkschedule,recordingtheresultsandmaintainingyourworkstationcleanandfunctioning.
DrLangshawistheowner/managerbutheisseldomseeninthelaboratory.Hespendsmostofhistimearrangingcontractsandfinance.
Themostseniorpathologist,JuneStanton,hasahighstandardofwork.Sheisverymeticulous,workslonghoursandexpectsotherstohavethesamedriveanddiligence.ThecurrentworkscheduleisdevisedbyJune.
Michaelwillberequiredtoworkwiththefollowingpeople:
June:
Aged41,Female,British-born,married.Shehasbeenworkingherefor12years,supervisoroflaboratorysection.MostofthetimeshewillworkwithMichaelinthesameroom,butshehasherownofficealso.Shehastwochildrenatschool.
Stan:
Aged33,machoMale,Australian,divorced.Followsrugbyleague,hehasbeenwiththefirmforfiveyears.DoaComputeroperatorworksinanofficejustoffthelaboratory.
LuChin:
Aged24,Female,bornandtrainedinHongKong,unmarried.Eightmonthswiththisfirm.PerformsthesamerangeoffunctionsasMichaelandworksinthesameroom.
Tracy:
Aged19,Female,Australian.Twoyearswiththisfirmasarecordsclerkandworksintheofficedownthehall.
Bruce:
Aged47,Male,borninNewZealand,aself-declared'gay'.Sixyearswiththisfirmasanursingsister.Worksoutofthesurgeryoroncallsandcollectsspecimensforanalysisbylaboratorystaff.
Finding
1.Communication
Communicatingiscentraltomanaging.Youneedtobeabletogivegoodinformation:
explainthegoalstobeachievedandtheworktobedone,discusswhowilldoit,showemployeeshowitshouldbedone,andsoon.Theothersideofthecoinisgatheringgoodinformation:
skilfullistening,questioningandobservingtouncoverpeople’sfeelings,thoughts,motivations,ideasandopinions.Withoutthis,youcan’timproveanything,solveanyproblemsormakedecisions.
Communicatingiscentraltoorganizations.Goodcommunicationcanuniteagroupofemployeesandhelpthemworkasateam,anditcanalsoweldthevariouspartsofanorganizationtogetherintoanenterprising,efficientandeffectivewhole.(Cole,2010)
2.CommunicationStructure
3.CommunicationSkills
Interpersonalcommunicationisthecoreofestablishingateam.Butsometimeswehaveprobablyexperiencedthatsuccessfulcommunicationdoesnotalwaystakeplacewhenpeopletalk.Sothecommunicationprocessisaproblem.Amessageneedstobetransmittedclearlyanddecoded,orinterpreted,correctly.Truecommunicationinvolvesthetransferofinformationandunderstandingfromoneperson(orgroup)toanother.Itissuccessfulonlywhenthereceiverunderstandsitinthewaythesenderintended.
Formessagestobetransmittedclearly,weneedtobeencodedaccurately;thisappliestowordsandothersymbolsand,ifcommunicationisface-to-face,bodylanguage.Also,themultitudeofbarriersthatarealwayspresentmustbeovercome.
3.1Communicationbarriers
Effectivecommunicationinvolvesthetransmissionofanideafromasendertoareceiverwithoutachangeofmeaning.Communicationbarriersdisrupttheflowofinformationandwastetime,moneyandgoodwill.Theycauseoutputtofall,teamworktobreakdownandmoraletodrop.
Herearethetoptencommunicationbarriersthatmanagersface.Recognizingandovercomingthemwillhelpusbecomeamoreeffectivecommunicatorandabettermanager.
•Language
•Perceptions,prejudiceandstereotyping
•Self-image
•Status
•Incongruity
•Individualfactors
•Environmentalbarriers
•Timeandtiming
•Messagecomplexityandquantity
•Listening
Threerulesofcommonbarrierstohandleinterpersonalcommunication:
•Changeevent
•Changeothers
•Changeyourself
3.2EffectiveListeningSkills
Percentofcommunicationbehavior
Mostofusspendabout35percentofourdaystalkingand40percentlistening.Weprobablydomorelisteningthanjustaboutanyotherhumanactivityexceptbreathing.Buthowwelldowelisten?
Truelisteningisoneofthegreatestcomplimentswecanpayaperson.
Truelisteningisabouttryingtounderstandhowotherpeopleseethingsandwhattherealmeaningoftheirmessageis.Itishardwork.Ifyoudon’tbelievethat,considerthis:
whenwelistenhard,withconcentration,withoureyesandheartsandmindaswellaswellasourears,ourbodiesundergocertainspecificphysiologicalchanges.Ourbloodpressure,bodytemperatureandpulserateallrunamarathon.
Listeningwelldoesn’tjusttakeenergy.Ittakesdetermination,patienceandpractice.Whenwearereallylistening,ourbodylanguagewillshowthespeakerthatwearetrulypayingattention.Tolistenwell,youneedagenuinedesiretobuildempathyandunderstanding.Itmaybehard,anditcertainlyrequireseffortandpractice,buttheresultsarewellworthit.
3.2.1EffectiveListeningSkills
Howtolisteneffectively?
Therearesomelisteningskillstoimprove:
(TSIC,2010)
•Repeatthewords(justwords,notfeelings)
•Re-organizecontent(capsuleinyourownwordsbyyourmeaning)
•Reflectsthefeelings(understandingin-depth,throughyourownwords,bodylanguagetoexpressfeelings)
3.2.2Barrierstolistening
Alsotherearesomebarriersinthelistening,theyareasfollow:
•Recommended(togivesuggestions,adviceandsolutionstothisproblem)
•Inquire(toaskquestionsinyourpointofviewandmotivation)
•Interpretation(tointerpretotherpeople'sbehaviorwithyourownexperience, andtrytoguesstheirideasandmind)
•Assessment(tojudge,andagreeordisagree)
3.3Speaking
3.3.1EnvironmentalAnalysis:
Thespeakersendsamessagetoanotherpersonorgroup.Thesignalmustpassthroughphysicalandenvironmentalbarrierssuchasnoiseordistance,whichmakeitmoredifficulttoreceive.Itmustalsopenetratebarrierswithinthereceiver,whowillsift,sortandoftendistortthemessagebasedontheirunderstandingandinterpretationofthesignals,theirpreviousexperienceandtheirmind-setsandexistingbeliefs.Willthecommunicationsucceed?
Itdependsonhowsuccessfullybothsenderandreceivercanovercometheexternalandinternalbarriers.
Theelementsofenvironmentalbarriersincommunication:
•Listenersdislocation
•Channeldislocation
•Placedislocation
•Internalandexternalconfusion
3.3.2Theimpactontheattitudeoftheaudiencesaid
Ifthespeakerhadahigherprestigeintheaudience,listenerstendtolovethepersonalityspeaker'scontents.Sometimes,eveniftheyarenotinterestedinthespeechcontent,butalsogivetheattitudeofenthusiasticcooperationtospeaker'sprestige.Therearethreedifferentattitudeoftheaudiencesaid:
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•Thesupportiveattitude
•Neutral
•Thehostileattitude
3.3.3EffectiveSpeakingPoints
Speakingisaskill,itisanart.Onerightsentencecanchangeaperson'sfate.Awordinappropriatecandestroyaperson'slife.Effectivespeakingmakeyouworksuccessfulinthesocial.Therearesomeeffectivespeakingskills:
•Thinkaboutotherpeople’smood
•Accurate,conciseandcompletedescription
•Emphasis
•Consistentwiththebodylanguage
•Checkthelevelofunderstandingconstantly
•Establishtheenvironmentoftrust
3.3.4NoeffectiveSpeakingPoints
Sometimeswewillmeetthetimeandplacethatisnoteffectivespeaking.Therearesomepointsneedtoattention:
•Notreadyyet
•Inappropriateexpression
•Paynoattentiontoaudiencereaction
•Wrongtimeandplace
•Wrongbodylanguage
•Notinterestedinthecontent
3.3.5Thesubjectof“I”
Speakingisascience.Peoplecannotalwaysthemselveswhentheyaretalking.Someonetalkstohimself/herselfthatdoesnotfeeltired,whoistoonarcissisticortooinferior.Asanormalindividual,itisimportanttolearnhowtospeakarequiredcourseforalllife.Butnobodyteach
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