Business Communication Today
Chapter 2
Collaboration, Interpersonal Communication,
and Business Etiquette
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 1
Learning Objectives
1. List advantages and disadvantages of working
in teams, describe characteristics of effective
teams, and highlight four key issues of group
dynamics.
2. Offer guides for collaborative communication,
identify collaboration technologies, and explain
how to give constructive feedback.
3. List key steps needed to ensure productive
team meetings.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 2
Learning Objectives
4. Identify major technologies used to enhance or
replace in-person meetings.
5. Identify three modes of listening, describe the
listening process, and explain selective listening.
6. Explain why nonverbal communication is
important and identify six major categories of
nonverbal expression.
7. Explain the importance of business etiquette;
identify key areas where etiquette is essential.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 3
Communicating Effectively
in Teams
(LO 2.1) List advantages and disadvantages of
working in teams, describe characteristics of
effective teams, and highlight four key issues
of group dynamics.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 4
What Is a 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.
Problem-
Solving Task Forces Committees
Teams
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Advantages of Teams
Increased Information and Knowledge
Increased Diversity of Viewpoints
Increased Acceptance of Solutions
Increased Levels of Performance
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Disadvantages of Teams
Groupthink
Pressure to Conform Affects Decision Quality
Hidden Agenda
Restricts Interaction Limits Productivity
High Cost
Aligning Schedules Arranging Meetings
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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
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 8
Group Dynamics
Roles Assumed by Team Members
Current Phase of Team Development
Ability to Resolve Conflict/Resistance
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 9
Assuming Team Roles
Dysfunctional Functional Functional
Self-Oriented Team Maintenance Task-Oriented
Controlling Encouraging Initiating
Information Giving
Withdrawing
or Seeking
Harmonizing
Attention-Seeking Coordinating
Diverting Compromising Procedure Setting
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Allowing for Team Evolution
(1) Orientation
(2) Conflict
Five Phases of
(3) Brainstorming
Development
(4) Emergence
(5) Reinforcement
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Resolving Team Conflict
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Overcoming Resistance
•Express Understanding
•Bring Resistance Out Into the Open
•Evaluate Others’ Objections Fairly
•Hold Arguments for the Right Time
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 13
Summary of Discussion
• In this section, we discussed the following:
– What Is a Team?
– Advantages and Disadvantages of Teams
– Characteristics of Effective Teams
– Group Dynamics
(Continued on Next Slide)
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 14
Summary of Discussion
– Assuming Team Roles
– Allowing for Team Evolution
– Resolving Team Conflict
– Overcoming Resistance
• The next section will cover Collaborating on
Communication Efforts.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 15
Collaborating on
Communication Efforts
(LO 2.2) Offer guidelines for collaborative
communication, identify major collaboration
technologies, and explain how to give
constructive feedback.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 16
Guidelines for
Collaborative Writing
•Select Collaborators Carefully
•Agree on Project Goals
•Give the Team Time to Bond
•Clarify Individual Responsibilities
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 17
Guidelines for
Collaborative Writing
•Establish Clear Processes
•Avoid Composing as a Group
•Confirm Technical Compatibility
•Check Overall Progress of the Group
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 18
Technologies for
Collaborative Writing
Content Organized Approach
Management
System Controlled Access
Flexible Approach
Wiki
Open Access
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 19
Technologies for
Collaborative Writing
Shared Knowledge
Groupware
Cloud Computing
Intranets
Shared
Workspaces Extranets
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 20
Organizational Sense of
Knowledge Community
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 21
Collaboration via
Mobile Devices
Unified Communication
Voice and Video Calling
Voice and Video Conferencing
Instant Messaging
Real-Time Collaboration
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 22
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.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 23
Summary of Discussion
• In this section, we discussed the following:
– Guidelines for Collaborative Writing
– Technologies for Collaborative Writing
– Social Networks and Virtual Communities
– Collaboration via Mobile Devices
– Giving and Responding to Feedback
• The next section will cover Making Your
Meetings More Productive.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 24
Making Your Meetings
More Productive
(LO 2.3) List the key steps needed to ensure
productive team meetings.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 25
Preparing for Meetings
Define the Purpose Select Participants
Choose the Time
Set the Agenda
and Venue
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 26
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.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 27
Putting Meeting Results
to Productive Use
•Problems and Opportunities
•Action Items Discussed
Written
Meeting •Key Decisions Made
Minutes
•Important Announcements
•Responsibilities Assigned
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 28
Summary of Discussion
• In this section, we discussed the following:
– Preparing for Meetings
– Conducting and Contributing to Effective
Meetings
– Putting Meeting Results to Productive
Use
• The next section will cover Using Meeting
Technologies.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 29
Using Meeting Technologies
(LO 2.4) Identify the major technologies used
to enhance or replace in-person meetings.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 30
Using Meeting Technologies
Instant Messaging Teleconferencing
Virtual
Meetings
Videoconferencing Telepresence
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 31
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.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 32
Summary of Discussion
• In this section, we discussed the following:
– Using Meeting Technologies
– Successful Virtual Meetings
• The next section will cover Improving Your
Listening Skills.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 33
Improving Your Listening Skills
(LO 2.5) Identify three major modes of
listening, describe the listening process, and
explain the problem of selective listening.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 34
Recognizing Various
Types of Listening
Content Critical
Empathic Active
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The Listening Process
1. Receiving or Hearing the Message
The Five-Step Plan
2. Decoding or Assigning Meaning
3. Remembering the Message
4. Evaluating Information Quality
5. Responding to the Message
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 36
Overcoming Barriers to
Effective Listening
Interruptions Distractions
Selective Listening Selective Perception
Language/Experience Memory Issues
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 37
Summary of Discussion
• In this section, we discussed the following:
– Recognizing Various Types of Listening
– The Listening Process
– Overcoming Barriers to Effective
Listening
• The next section will cover Improving Your
Nonverbal Communication Skills.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 38
Improving Your Nonverbal
Communication Skills
(LO 2.6) Explain the importance of nonverbal
communication and identify six major
categories of nonverbal expression.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 39
Recognizing
Nonverbal Communication
Facial Expressions Gestures and Posture
Vocal Characteristics Personal Appearance
Touching Behavior Time and Space
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 40
Using Nonverbal
Communication Effectively
Not
Talking Listening
Talking
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 41
Summary of Discussion
• In this section, we discussed the following:
– Recognizing Nonverbal Communication
– Using Nonverbal Communication
Effectively
• The next section will cover Developing Your
Business Etiquette.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 42
Developing Your
Business Etiquette
(LO 2.7) Explain the importance of business
etiquette and identify four key areas in which
good etiquette is essential.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 43
Business Etiquette
in the Workplace
•Personal Appearance
•Personal Grooming
•Personal Phone Skills
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 44
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.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 45
Business Etiquette
in Social Settings
•Representing Your Company
Meeting
•Introducing Yourself
Others
•Introducing Other People
•Observing Dining Etiquette
Business
•Starting Polite Conversations
Meals
•Choosing Appropriate Topics
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 46
Business Etiquette Online
• Behave professionally online.
• Avoid personal attacks.
• Stay focused on the original topic.
• Don’t present opinions as facts.
• Use standard spelling and grammar.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 47
Business Etiquette Online
• Use up-to-date virus protection.
• Use hard-to-break passwords.
• Ask permission before an IM chat.
• Control language and emotions.
• Avoid multitasking when using IM.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 48
Business Etiquette Online
• Never assume privacy.
• Avoid using “reply all” in email.
• Don’t waste other people’s time.
• Respect personal boundaries.
• Be careful when commenting online.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 49
Business Etiquette
Using Mobile Devices
Personal Mobile Device Habits
Issues with Virtual Assistants
Expectations and Policies
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 50
Summary of Discussion
• In this section, we discussed the following:
– Business Etiquette in the Workplace
– Guidelines for Using Phones in the
Workplace
– Business Etiquette in Social Settings
(Continued on Next Slide)
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 51
Summary of Discussion
– Business Etiquette Online
– Business Etiquette Using Mobile Devices
• This concludes our discussion of Chapter 2:
Collaboration, Interpersonal Communication,
and Business Etiquette.
Copyright © 2016 Pearson Education Limited Chapter 2 ̶ 52