Mastering Interpersonal Communication

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 2 - 1

Improve Team Performance

Clarify purpose Communicate effectively Build consensus Think creatively Stay focused Resolve conflict
Chapter 2 - 2

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Overview of Teams
Advantages
More

Disadvantages
Groupthink Hidden Free High

information of views

Diversity Support

agendas

for solutions performance

riders costs
Chapter 2 - 3

Improved

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Collaborative Writing
Select collaborators
Agree on project goals Avoid writing as a group Verify tools and techniques Take time to bond before starting Clarify responsibilities and processes
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Online Collaboration
Content management systems and wikis Groupware and shared workspaces

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Chapter 2 - 5

Develop Etiquette Skills

Business settings Social settings

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Chapter 2 - 6

In Business Settings
First impression
Personal appearance A genuine smile Telephone skills

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Chapter 2 - 7

In Social Settings
First impressions
Personal introductions Appropriate discussions Business meals Mobile phones Online activities
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Productive Meetings
Preparation Leadership Technology

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Chapter 2 - 9

Preparing for Meetings

Identify your purpose
Select participants Choose the time and facility Set the agenda

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Chapter 2 - 10

Leading and Participating

Stay on track
Follow the rules Invite participation Participate actively Close effectively

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Chapter 2 - 11

Meeting Technologies
Virtual teams Virtual meetings Teleconferencing Videoconferencing Web-based systems

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Chapter 2 - 12

Improving Listening Skills

Build relationships Promote innovation Manage diversity

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Chapter 2 - 13

Types of Listening
Content listening
Critical listening Empathic listening Active listening

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Chapter 2 - 14

The Listening Process

Receiving
Decoding Remembering Evaluating Responding

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Chapter 2 - 15

Barriers to Listening
Physical reception
Selective listening Prejudgment Selective perception Little common ground Memory problems
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Nonverbal Communication
Complement language Reveal the truth

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Chapter 2 - 17

Categories of Nonverbal Communication

Facial expressions
Gestures and posture Vocal characteristics Personal appearance Touching behavior Time and space
Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 18