COMMUNICATING IN TEAMS AND MASTERING LISTENING AND NONVERBAL COMMUNICATION SKILLS.docx
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COMMUNICATING IN TEAMS AND MASTERING LISTENING AND NONVERBAL COMMUNICATION SKILLS.docx
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COMMUNICATINGINTEAMSANDMASTERINGLISTENINGANDNONVERBALCOMMUNICATIONSKILLS
CHAPTER2:
CommunicatinginTeamsandmasteringlisteningandnonverbalcommunicationskills
CHAPTEROUTLINE
WorkinginTeams
TypesofTeams
AdvantagesandDisadvantagesofTeams
GroupDynamics
TeamRoles
FivePhasesofTeamDecisions
CharacteristicsofEffectiveTeams
ConflictinTeams
ResolvingConflict
OvercomingResistance
WritingCollaborativeMessages
GuidelinesforComposingEffectiveCollaborativeMessages
GuidelinesforCritiquingtheWritingofOthers
MakingYourTeamMeetingsMoreProductive
PreparingforTeamMeetings
DecideonYourPurpose
SelectParticipants
ChooseanAppropriateLocation
SetandFollowanAgenda
ConductingandParticipatinginMeetings
KeeptheMeetingonTime
FollowParliamentaryProcedure
EncourageParticipation
CloseEffectively
FollowingUp
UsingElectronicMeetingandVideoconferencingAlternatives
ImprovingYourListeningSkills
TypesofListening
TheListeningProcess
BarrierstoEffectiveListening
ImprovingYourNonverbalCommunicationSkills
TypesofNonverbalCommunication
FacialExpression
GestureandPosture
VocalCharacteristics
PersonalAppearance
TouchingBehavior
UseofTimeandSpace
TipsforMaximizingYourNonverbalCommunicationSkills
LECTURENOTES
WorkinginTeams
Ateamisaunitoftwoormorepeoplewhoworktogethertoachieveagoal.
Bigcompaniesareadoptingtheteamapproachbecauseofimprovedperformanceandehnhancedcreativityamongworkers.
Participativemanagementinvolvesemployeesinacompany’sdecisionmaking.
Teamscanbeofvarioustypes:
Formalteamsbecomepartoftheorganization’sstructure.
Informalteams,suchasproblem-solvingteamsandtaskforces,areformedtemporarilytosolveaproblem,workonaspecificactivity,orencourageemployeeparticipation.
Committeesmaybecomepermanentandtypicallydealwithregularlyrecurringtasks.
Virtualteamsaccomplishgoalsbybringingtogethergeographicallydistantemployees.
Theteamapproachoffersanorganizationadvantagessuchas
Increasedinformationandknowledge
Increaseddiversityofviews
Increasedacceptanceofasolution
Higherperformancelevels
Theteamapproachcanalsohaveanumberofdisadvantages:
Groupthink—thewillingnessofmemberstoabandonpersonalopinionsinfavorofgroupcohesion
Hiddenagendas—privatemotivesthataffectthegroup’sinteraction
Freeriders—noncontributingmemberswhoaren’theldindividuallyaccountable
Groupdynamicsaretheinteractionsandprocessesthattakeplaceinateam.
Productiveteamstendtodevelopnorms(rules)thatareconducivetobusiness.
Teammemberscanplayvariousroles:
Self-orientedroles
Team-maintenanceroles
Task-facilitatingroles
Asteamsgrowandevolve,theygenerallypassthroughfivephases:
Orientation
Conflict
Brainstorm
Emergence
Reinforcement
Effectiveteams
Haveaclearsenseofpurpose
Communicateopenlyandhonestly
Makedecisionsbyconsensus
Thinkcreatively
Remainfocused
Conflictcanbe
Constructivewhenitincreasestheinvolvementofteammembersandresultsinproblemsolution
Destructivewhenitdivertsenergyfrommoreimportantissues,destroysthemoraleofteammembers,orpolarizesordividestheteam
Conflictcanberesolvedthrough
Proaction
Communication
Openness
Research
Flexibility
Fairplay
Alliance
*SeeTransparency3foranexerciseinresolvingconflict.
NotetoTransparency3:
Whenyoujoinacompany,“your”ideasbecomecompanyproperty.Youbecomepartoftheteameffort,andyourroleistocontributetotheteam’ssuccess.It’spartofyourjobtocomeupwithgoodideas,andit’spartofyourboss’sjobtopresentthoseideas,getthemapproved,andobtaintheresourcestocarrythemout.Youshouldbeflatteredthatheisgivingyouachancetoworkonimportantactivitiesandthathethinksenoughofyourworktopassitontothosehigherup.
Still,it’sfrustratingtoseesomeoneelsegettingcreditforyourideas.Ifyourbosshasconsistentlyfailedtoacknowledgeyourwork,youcanprobablyexpectthepatterntocontinueunlessyoudosomethingaboutit.Herearesomeoptionsthatmighthelp:
•Ifyourcompanyhassomeoneinchargeofcareerplanning(ofteninthehumanresourcesdepartment),discusstheproblemwithhimorherandaskforadvice.
•Documentyourwork,makingcopiesofallmemosandreportsthatyousendtoyourboss.
•Letyourbossknowyouwanttomoveup.Askforhelpdevelopingyourcareer.
•Tellyourbossthatyouappreciateherorhisreceptivitytoyourideas.Asktobeincludedinmoremeetingswithuppermanagers.
•Seekopportunitiestointeractonacasualbasiswithuppermanagementpeople.
Warning!
Donotconfrontyourbosswithanangryaccusationthathehasstolenyourideas,anddonottrytogooverhisheadwithacomplainttouppermanagement.
Whenattemptingtoovercomeirrationalresistance,tryto
Expressunderstanding
Makepeopleawareoftheirresistance
Evaluateothers’objectionsfairly
Holdyourargumentsuntiltheotherpersonisreadyforthem
WritingCollaborativeMessages
Collaborativemessagesareteammessagesthatinvolveworkingwithotherwriterstoproduceasingledocumentorpresentation.
Collaborativemessagesareoftenbetterthanmessagesproducedbyindividualsworkingalonebecausecollaborationcapitalizesoneachperson’suniqueskills.
Thechallengeofwritingcollaborativelyisthatteammembersdifferintheirbackgrounds,concerns,writingstyles,andpersonalitytraits.
Produceteammessagesthatareclear,seamless,andsuccessfulby
Selectingteammemberswisely
Selectingaresponsibleleader
Promotingcooperation
Clarifyinggoals
Elicitingcommitment
Clarifyingresponsibilities
Instillingpromptaction
Applyingtechnologywisely
Ensuringtechnologicalcompatibility
Whencritiquingthewritingofothers,ask:
Aretheassignmentinstructionsclear?
Doesthedocumentaccomplishitsintendedpurpose?
Isthefactualmaterialcorrect?
Doethedocumentuseunambiguouslanguage?
MakingYourTeamMeetingsMoreProductive
Meetingsarehelpfulbutareoftenunproductivebecausethey
Wanderoffthesubject
Lackanagenda
Runtoolong
Toincreasetheproductivityofmeetings,dothefollowing:
Decideonyourpurposecarefully—whetheryouneedtoholdaninformationaloradecision-makingmeeting.
Selectparticipantswhosepresenceisessential.
Choosealocationthatisappropriate.
Setandfollowanagenda.
Meetingproductivitydependsoneffectiveleaders
Keepingthemeetingontrack
Followingparliamentaryprocedure
Encouragingparticipation
Closingeffectively
Assoonaspossibleafterameeting,allparticipantsshouldreceiveacopyoftheminutesornotes.
Electronicmeetingsare
Ledbytrainedfacilitators
Heldinspeciallyequippedconferenceroomswithlargeviewingscreens
Duringelectronicmeetings,participantssubmitideasanonymously,andelectronicmeetingsoftware(EMS)
Organizestheseideas
Recordsthem
Analyzesthem
Ranksthem
Theanonymityofideasubmissionallowsparticipantstosharetheiropinionscandidlywithoutfearofretributionfromsupervisors.
Electronicmeetingshaveseveraladvantages:
Encouragingparticipation
Allowingparticipantstocontributeandvoteatthesametime
Stimulatingcandoranddebate
Engenderingatruesenseofshareddecision-making
Acceleratingthepaceofmeetings
Electronicmeetingsalsohaveseveraldrawbacks:
Peopleofferingthebestideasmaynotgetcreditforthem.
Brutalhonestymaydamageparticipants’feelings.
Theprocesslackstherichnonverbalfeedbackofface-to-facecommunication.
Videoconferencingisnotdesignedtopreserveanonymity.
Twotypesofvideoconferencingequipmentexist:
Roomsystemsarepermanentlysetupinadedicatedroomthatisequippedwithphonelines,high-speeddatanetworks,videocameras,andalargevideoscreenthatshowsparticipantsintheotherlocation(s).
Desktopsystemsarelesssophisticatedversionsthataresetuponindividualcomputerswithvideoconferencingsoftwareandawebcamera.
ImprovingYourListeningSkills
Effectivelisteningisdirectlyrelatedtosuccessinteamrelationships.
Mostpeoplearen’tverygoodlisteners.
Ingeneral,peoplelistenatorbelowa25percentefficiencyrate:
Rememberingonlyabouthalfofwhathasbeensaidina10-minuteconversation
Forgettinghalfofthatwithin48hours
Mixingupthefactswhenquestionedaboutmaterialthey’vejustheard
Goodlistening
Givesyouanedgeandincreasesyourimpactwhenyouspeak
Enhancesyourperformance
Matchyourlisteningstyletothespeaker’spurpose:
Contentlisteninghelpsyouunderstandandretainthespeaker’smessage.
Criticallisteninghelpsyouunderstandandevaluatethemeaningofthespeaker’smessage.
Empathiclisteninghelpsyouunderstandthespeaker’sfeelings,needs,andwants.
Thelisteningprocessinvolvesfiverelatedactivities:
Receiving
Interpreting
Remembering
Evaluating
Responding
Goodlistenersrecognizeandovercomebarrierssuchas
Prejudgment
Self-centeredness
Selectivelistening(out-listening)
Peoplethinkfasterthantheyspeak:
Mostpeoplecanprocess500to800wordsperminute,whereasmostspeakersusuallytalkatarateof120to150wordsperminute.
ImprovingYourNonverbalCommunicationSkills
Bypayingattentiontononverbalcues,youcandetectdeceptionoraffirmaspeaker’shonesty.
Nonverbalcommunicationisimportantbecauseitis
Revealing
Reliable
Efficient
Nonverbalcommunicationcanbegroupedintosixgeneralcategories:
Facialexpression
Gestureandposture
Vocalcharacteristics
Personalappearance
Touchingbehavior
Useoftimeandspace
Youcanmaximizeyournonverba
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