Transcript Bovee

Chapter 2
Collaboration, Interpersonal
Communication, and Business Etiquette
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 1
Learning Objectives
Learning Objectives
1.
List the characteristics and disadvantages of working in teams and describe
the characteristics of effective teams.
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 meetings and identify the
most common meeting technologies.
4.
Explain the importance of nonverbal communication and identify six major
categories of nonverbal expression.
5.
Explain the importance of business etiquette and identify three key areas in
which good etiquette is essential.
3-2
3-2
Advantages of Teams
Increased Information and Knowledge
Increased Diversity of Viewpoints
Increased Acceptance of Solutions
Increased Levels of Performance
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 3
Disadvantages of Teams
Groupthink
Pressure to Conform
Affects Decision Quality
Hidden Agenda
Restricts Interaction
Limits Productivity
High Cost
Aligning Schedules
Copyright © 2016 Pearson Education, Inc.
Arranging Meetings
Chapter 2 - 4
Characteristics of
Effective Teams
Clear Objective
Shared Purpose
Full Engagement
Consensus
Decision-Making
Creativity and Technical Skills
Communication
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 5
Guidelines for
Collaborative Writing
Establish Clear Group Processes
Avoid Writing as a Group
Use Compatible Technologies
Seek Feedback from the Team Often
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 6
Technologies for
Collaborative Writing
Organized Approach
Content Management
System
Controlled Access
Flexible Approach
Wiki
Open Access
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 7
Technologies for
Collaborative Writing
Shared Knowledge
Groupware
Cloud Computing
Intranets
Shared
Workspaces
Copyright © 2016 Pearson Education, Inc.
Extranets
Chapter 2 - 8
Unified Communication
Collaboration via Mobile Devices
Copyright © 2016 Pearson Education, Inc.
Voice and Video Calling
Voice and Video Conferencing
Instant Messaging
Real-Time Collaboration
Chapter 2 - 9
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 the feedback to accept the quality of your work
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 10
Preparing for Meetings
Careful Preparation and Planning Tasks
•
•
•
•
Clarify the purpose of your meeting
Select the participants for the meeting
Choose the meeting’s time and venue
Set and share the purpose of the meeting
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 11
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, Inc.
Chapter 2 - 12
Putting Meeting Results
to Productive Use
•Problems and Opportunities
Written
Meeting
Minutes
•Action Items Discussed
•Key Decisions Made
•Important Announcements
•Responsibilities Assigned
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 13
Using Meeting Technologies
Instant Messaging
Teleconferencing
Virtual Meetings
Videoconferencing
Copyright © 2016 Pearson Education, Inc.
Web-Based Meetings
Chapter 2 - 14
Understanding Nonverbal Signals
in Communication
Enhance
Weaken
Verbal Messages
Replace
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 15
Six Important Non-verbal Signals
Facial Expressions
Gestures and Posture
Vocal Characteristics
Personal Appearance
Touching Behavior
Time and Space
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 16
Business Etiquette in
the Workplace
Nonverbal Signals
Personal
Appearance
Copyright © 2016 Pearson Education, Inc.
Personal
Grooming
Phone Skills
Chapter 2 - 17
Guidelines for Using Phones
in the Workplace
•
•
•
•
•
•
Be aware of how your voice sounds
Be courteous when placing calls
Convey a positive, professional attitude
End calls courteously and clearly
Use your own voicemail to help callers
Be considerate when leaving voicemails
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 18
Business Etiquette in
Social Settings
Meeting
Others
Business
Meals
• Representing Your Company
• Introducing Yourself
• Introducing Other People
• Observing Dining Etiquette
• Starting Polite Conversations
• Choosing Appropriate Topics
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 19
Business Etiquette Online
• Control language and emotions
• Avoid multitasking during communication
• Never assume you have privacy
• Don’t abuse the “reply all” feature
• Don’t waste other people’s time
• Respect boundaries of time and space
• Be careful with online commenting
• Avoid personal attacks
• Focus on the original topic
• Don’t present opinions as facts
• Support facts with evidence
• Follow spelling and punctuation rules
• Maintain current antivirus protection
• Ask permission before you start chatting
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 20
Business Etiquette Using
Mobile Devices
• Personal Mobile Device Habits
• Issues with Virtual Assistants
• Expectations and Policies
Copyright © 2016 Pearson Education, Inc.
Chapter 2 - 21
Learning Objectives
Learning Objectives
1.
List the characteristics and disadvantages of working in teams and
describe the characteristics of effective teams.
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 meetings and identify the
most common meeting technologies.
4.
Explain the importance of nonverbal communication and identify six
major categories of nonverbal expression.
5.
Explain the importance of business etiquette and identify three key
areas in which good etiquette is essential.
3-22
3-2