Mastering Team Skills

Collaboration, Interpersonal Communication, and

Business Etiquette
Learning Objectives (1/2)
1. List the advantages and disadvantages of working in teams,
describe the characteristics of effective teams, and highlight
four key issues of group dynamics.
2. Offer guidelines for collaborative communication, identify
major collaboration technologies, and explain how to give
constructive feedback.
3. List the key steps needed to ensure productive team
meetings.
Learning Objectives (2/2)
4. Identify the major technologies used to enhance or replace
in-person meetings.
5. Identify three major modes of listening, describe the
listening process, and explain the problem of selective
listening.
6. Explain the importance of nonverbal communication, and
identify six major categories of nonverbal expression.
7. Explain the importance of business etiquette, and identify
four key areas in which good etiquette is essential.
 Communicating Effectively in Teams

List the advantages and disadvantages of working in teams,

describe the characteristics of effective teams, and highlight
four key issues of group dynamics.
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.
● a shared mission
● collective responsibility

Problem-Solving Teams Task Forces Committees

Assemble to resolve specific Assemble to resolve Assemble regularly to
issues specific issues resolve ongoing and
recurring issues
Cross-functional for Cross-functional for Focused teams for
maximum diversity maximum diversity strategic planning, etc.
Disband once goal is Disband once goal is Formal teams with long
achieved achieved lifespan
Advantages of Teams
1. Increased Information and Knowledge

2. Increased Diversity of Views

3. Increased Acceptance of a Solution

4. Higher Performance Levels

Disadvantages of Teams
1. Groupthink

2. Hidden Agendas

3. Cost

4. Overload
Characteristics of Effective Teams
1. Clear sense of purpose

2. Open and honest communication

3. Consensus-based decision making

4. Creativity

5. Effective conflict resolution

Factors Influencing Group Dynamics
Group dynamics are the interactions and processes that take
place within a team.

1. Roles Assumed by Team Members

2. Current Phase of Team Development

3. Conflict Resolution Skills

4. Effectiveness at Overcoming Resistance

Assuming Team Roles
Table 2.1 Team Roles—Functional and Dysfunctional
Dysfunctional: Self-Oriented Roles Functional: Team-Maintenance Functional: Task-Oriented
Roles Roles
Controlling: Dominating others by Encouraging: Drawing out other Initiating: Getting the team
exhibiting superiority or authority members by showing verbal and started on a linen of inquiry
nonverbal support, praise, or
agreement
Withdrawing: Retiring from the team Harmonizing: Reconciling Information giving or seeking:
either by becoming silent or by differences among team members Offering (or seeking) information
refusing to deal with a through mediation or by using relevant to questions facing the
particular aspect of the team’s work humor to relieve tension team
Attention seeking: Calling attention to Compromising: Offering to yield on Coordinating: Showing
oneself and demanding recognition a point in the interest of reaching a relationships among ideas,
from others mutually acceptable decision clarifying issues, and
summarizing what the team has
done
Diverting: Focusing the team’s Blank Procedure setting: Suggesting
discussion of topics of interest to the decision making procedures that
individual rather than of those will move the team toward a
relevant to the task goal
Allowing for Team Evolution
Bruce Tuckman’s Model
Resolving Conflict
1. Proactive Behavior
2. Communication
3. Openness
4. Research
5. Flexibility
6. Fair Play
7. Alliance
Overcoming Resistance
1. Actively Listen

2. Express Interest

3. Ask Questions

4. Move Towards Resolution via Collaboration

Collaborating on Communication Efforts

Offer guidelines for collaborative communication, identify

major collaboration technologies, and explain how to give
constructive feedback.
Guidelines for Collaborative Writing
1. Select Collaborators Carefully
2. Agree on Project Goals
3. Give the Team Time to Bond
4. Clarify Individual Responsibilities
5. Establish Clear Processes
6. Avoid Composing as a Group
7. Ensure Tools are Ready and Compatible
8. Check Group Progress
Technologies for Collaborative
Writing
1. Simple Software Tools
a. Track Changes and Commenting

2. Collaboration Systems
a. Content Management Systems
b. Shared Online Workspaces

3. Social Network and Virtual Communities

4. Collaboration on Mobile Devices

Table 2.2 Giving and Receiving
Constructive Feedback
Table 2.2 Giving Constructive Feedback
How to Be Constructive Explanation
Think through your suggested Many business documents must illustrate complex relationships between ideas and other
changes carefully. information, so isolated and superficial edits can do more harm than good.
Discuss improvements rather than Instead of saying “this is confusing,” for instance, explain how the writing can be improved
flaws. to make it clearer.
Focus on controllable behavior. The writer may not have control over every variable that affected the quality of the
message, so focus on those aspects the writer can control.
Be specific. Comments such as “I don’t get this” or “Make this clearer” don’t give the writer much
direction.
Keep feedback impersonal. Focus comments on the message, not on the person who created it.
Verify understanding. If in doubt, ask for confirmation from the recipient to make sure that the person
understood your feedback.
Time your feedback carefully. Respond in a timely fashion so that the writer has sufficient time to implement the
changes you suggest.
Highlight any limitations your If you didn’t have time to give the document a thorough edit, or if you’re not an expert in
feedback may have. some aspect of the content, let the writer know so that he or she can handle your
comments appropriately.
Class discussion
Describe a time that you
experienced some form of team
conflict during a class project.
What were the sources of
conflict, and how did the team
resolve it? How did the conflict
affect the team’s work output?
Making Your Meetings More Productive

List the key steps needed to ensure productive team

meetings.
Preparing for Meetings
1. Define Your Purpose

2. Select Participants

3. Choose Time and Venue

4. Set the Agenda

Conducting and Contributing to
Efficient Meetings
1. Keep the Discussion on Track

2. Follow Agreed-on Rules

3. Encourage Participation

4. Participate Actively

5. Use Mobile Devices Respectfully

6. Close Effectively
Figure 2.4 Typical Meeting Agenda
Figure 2.5 Capturing Key Decisions and
Discoveries from a Meeting
 Using Meeting Technologies

Identify the major technologies used to enhance or replace

in-person meetings.
Using Meeting Technologies
1. Virtual Meetings Include:
a. Instant Messaging
b. Teleconferencing
c. Telepresence
d. Webinars
Successful Virtual Meetings
1. Extra Planning

2. Be Aware of Limitations of Technology

3. Keep Participants Engaged

4. Ensure That Participants are Prepared

5. Give Participants Opportunities to Participate

 Improving Your Listening Skills

Identify three major modes of listening, describe the listening

process, and explain the problem of selective listening.
Recognizing Various Types of Listening

Content Critical
Listening Listening
understand and retain understand and evaluate
the information in the the meaning of the
speaker’s message speaker’s message

Active
Empathic
Listening
Listening
conscious effort to turn
understand the off their own filters and
speaker’s feelings, biases to truly hear
needs, and wants and understand
Understanding the Listening Process
1. Receiving

2. Decoding

3. Remembering

4. Evaluating

5. Responding
Overcoming Barriers to Effective
Listening (1 of 2) Table 2.3 What Makes an Effective Listener?
Effective Listeners Ineffective Listeners
Listen actively Listen passively
Take careful and complete notes, when applicable Take no notes or ineffective notes
Make frequent eye contact with the speaker Make little or no eye contact—or inappropriate eye
(depends on culture to some extent) contact
Stay focused on the speaker and the content Allow their minds to wander, are easily distracted,
work on unrelated tasks
Mentally paraphrase key points to maintain Fail to paraphrase
attention level and ensure Comprehension
Adjust listening style to the situation Listen with the same style, regardless of the situation
Give the speaker nonverbal cues (such as nodding Fail to give the speaker nonverbal feedback
to show agreement or raising eyebrows to show
surprise or skepticism)
Save questions or points of disagreement until an Interrupt whenever they disagree or don’t understand
appropriate time
Overlook stylistic differences and focus on the Are distracted by or unduly influenced by stylistic
speaker’s message differences; are Judgmental
Table 2.3 Overcoming Barriers to
Effective Listening (2 of 2)
[Table 2.3 continued]
Effective Listeners Ineffective Listeners
Make distinctions between main points and Are unable to distinguish main points from
supporting details details
Look for opportunities to learn Assume they already know everything that’s
important to know

Sources: Madelyn Burley-Allen, Listening: The Forgotten Skill (New York:

Wiley, 1995), 70–71, 119–120; Judi Brownell, Listening: Attitudes, Principles,
and Skills (Boston: Allyn & Bacon, 2002), 3, 9, 83, 89, 125; Larry Barker and
Kittie Watson, Listen Up (New York: St. Martin’s, 2000), 8, 9, 64.
Class Discussion
How might smartphones and
other personal devices
enhance or prevent the
listening process, including
efforts to retain key
information after a
conversation is over?
 Improving Your Nonverbal
Communication Skills

Explain the importance of nonverbal communication, and

identify six major categories of nonverbal expression.
Recognizing Nonverbal Communication
1. Facial Expression

2. Gesture and Posture

3. Vocal Characteristics or Paralanguage

4. Personal Appearance

5. Touch or Haptics

6. Time and Space or Proxemics

Use Nonverbal Communication
Effectively
1. When You’re Talking

2. When You’re Not Talking

3. When You’re Listening

Class Discussion
Some nonverbal signals, particularly touch and
facial expressions, are vulnerable to
misinterpretation—such as when a person smiles
to be friendly but the other party interprets this
as an expression of romantic interest. Given
these risks, should you play it safe and avoid
sending any signals that could be
misinterpreted? Why or why not?
 Developing Your Business Etiquette

Explain the importance of business etiquette, and identify five

key areas in which good etiquette is essential.
Definition
Business etiquette refers to the requirements and expectations of
social and business behavior, practices and conduct that are
prescribed by social convention, and a code of ethical behavior
among professionals. It basically boils down to demonstrating good
manners. Video
Video
The Five Zones of Professional Etiquette
Business Etiquette in the Workplace
1. Personal Appearance

2. Personal Grooming

3. Phone Skills
 Table 2.4 Dressing for Success
Table 2.4 Assembling a Business Wardrobe
1 Smooth and Finished 2 Elegant and Refined 3 Crisp and 4 Up-to-the-Minute
Starched Trendy
Choose well-tailored clothing that fits well; it Choose form-fitting (but not Wear blouses or Supplement your
doesn’t have to be expensive, but it does skin-tight) clothing—not swinging shirts that are or foundation
have to fit and be appropriate for or flowing fabrics, frills, or fussy appear starched. with pieces that reflect
business. trimmings. ● Choose closed the latest styles.
● Keep buttons, zippers, and hemlines in ● Choose muted tones and soft top-button shirts or ● Add a few pieces in
good repair. colors or classics, such as a dark button-down shirt bold colors but wear
● Select shoes that are comfortable enough blue suit or a basic black dress. collars, them sparingly to
for long days but neither too casual nor too ● If possible, select a few classic higher-neckline avoid a garish
dressy for the office; keep shoes clean and pieces of jewelry (such as a string blouses, or long appearance.
in good condition. of pearls or diamond cuff links) for sleeves with ● Embellish your look
● Make sure the fabrics you wear are clean, formal occasions. French cuffs and with the latest jewelry
are carefully pressed, and do not wrinkle ● Wear jackets that compliment an cuff links. and hairstyles but
easily. outfit and lend an air of formality to ● Wear creased keep the overall effect
● Choose colors that flatter your height, your appearance. Avoid jackets trousers or skirts looking
weight, skin tone, and style; sales advisors with more than two tones; one with a lower professional.
in good clothing stores can help you color should hemline.
choose. dominate.
Using Phones in the Workplace
1. Be Conscious of How Your Voice Sounds

2. Be Courteous

3. Convey a Positive, Professional Attitude

4. End Calls With Courtesy and Clarity

5. Use Your Outgoing Voicemail Message to Help Callers

6. Be Considerate and Clear When Leaving Voicemail

Business Etiquette in Social Situations

Meeting Others Business Meals

Representing Your Company Observing Dining Etiquette
Introducing Yourself Choose Foods that are Easy to Eat

Introducing Others Avoid Alcohol

Observing Customs – Especially for Choose Appropriate Topics for
International Business Conversation
Business Etiquette Online (1 of 3)
1. Avoid Personal Attacks

2. Stay Focused on the Original Topic

3. Don’t Present Opinions as Facts

4. Follow Correct Grammar and Spelling

5. Use Virus Protection and Keep it Current

Business Etiquette Online (2 of 3)
1. Use Secure Passwords

2. Ask if it is a Good Time to IM Chat

3. Avoid Profanity and Emoticons

4. Avoid Multitasking

5. Never Assume Privacy

Business Etiquette Online (3 of 3)
1. Do NOT Use “Reply All”

2. Don’t Waste Others’ Time with Sloppy or Confusing

Messages

3. Respect Boundaries

4. Be Careful of Online Commenting Mechanisms

Business Etiquette Using Mobile Devices
1. Implement Good Personal Use Habits

2. Be Careful Using Virtual Assistants

3. Be Aware of Expectations and Policies

Class discussion
As mobile devices become more
commonplace in business settings
around the world, do you think
etiquette standards will gradually
relax regarding what is and isn’t
acceptable behavior? Be prepared
to explain your answer.
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