ENG/135 Version 2 / 1
Week Two Content Outline
TOPIC and Objectives
Interpersonal Communication
· Explain the advantages and disadvantages of working in teams.
· Evaluate listening techniques.
· Describe the role of etiquette in the workplace and in social settings.
· Explain the importance of networking.
Content outline
1. Improving individual performance in teams
a. A team is a unit of two or more people who share a mission and the responsibility for working to achieve a goal.
b. Teams are important in today’s workplace and help an organization succeed by doing the following:
1) Improving productivity
2) Improving creativity
3) Increasing employee involvement
4) Increasing employee job security
c. The most effective teams share the following characteristics:
1) Have a clear sense of purpose
2) Communicate openly and honestly
3) Reach decisions by consensus
4) Think creatively
5) Know how to resolve conflict
d. A successful team can provide several advantages:
1) Increased information and knowledge
2) Increased diversity of views
3) Increased acceptance of a solution
4) Higher performance levels
e. Teams need to be aware of and work to counter the following potential disadvantages:
1) Groupthink – when individuals go along with everyone else on the team, even though everyone else is wrong
2) Hidden agendas – when private motives affect group interaction
3) Free riders – when some members do not contribute their fair share
4) Cost – Coordinating group activities and schedules can be quite costly.
f. Teams are often expected to collaborate on reports, websites, presentations, and other communication projects. The following guidelines will help teams work together successfully:
1) Select collaborators carefully.
2) Agree on project goals before starting.
3) Give the team time to bond before starting.
4) Clarify individual responsibilities.
5) Establish clear processes.
6) Avoid writing as a group.
7) Verify tools and techniques.
g. A variety of writing collaboration tools exist that allow team members to work together. These tools include group review, multiauthor blogs, and content management systems. These systems allow specific team members to read, edit, and save specific files. Revision control goes one step further: it allows only one person at a time to check out a document and records all the changes that person makes so that team members’ efforts are not duplicated.
2. Developing business etiquette
a. Etiquette is now considered a vital business skill and is important for getting along with team members and while in public.
b. Etiquette in the workplace
1) Proper etiquette in the workplace helps one appear polished, professional, and confident.
2) Proper etiquette also helps put others at ease so they are comfortable enough to do business.
c. Factors that influence etiquette in the workplace:
1) Personal appearance
2) Personal grooming
3) Smiling
4) Mobile phone use
5) Etiquette in social settings
6) Information posted online on social networks
3. Making meetings more productive
a. Meetings are a primary communication venue for businesses. By preparing carefully, conducting meetings effectively, and using meeting technologies wisely, employees can make better use of meeting times. The two most frequently reported problems with meetings are holding a meeting when distributing a message would be sufficient, and holding a meeting without a specific goal.
b. Productive meetings require the following:
1) Identify the purpose of the meeting prior to calling one—whether it is an informational or a decision-making meeting.
2) Select participants whose presence is essential—for informational meetings, larger groups can be invited; for decision-making meetings, invite only those who are in a direct position to help the meeting reach its objective.
3) Choose an appropriate time and facility—morning meetings are often more productive than afternoon meetings.
4) Set and follow an agenda—productive agendas identify what needs to be done at the meeting to accomplish the goals, which issues will be of greatest importance to all participants, and what information must be available to discuss these issues.
5) An effective leader contributes to the success of a meeting.
6) Participants should receive a copy of the minutes as soon as possible after a meeting.
c. With advances in technology, virtual teams and meetings are becoming more popular. Videoconferencing—combining audio communication with live video—and web-based meeting systems—combining the best of instant messaging, shared workspaces, and videoconferencing—are two other advances that allow employees more flexibility when meeting.
d. Some companies are also making use of virtual worlds. In this context, professionals can create online versions of themselves—called avatars—to participate in meetings, training sessions, sales presentations, and casual conversations with customers.
4. Improving listening skills
a. The listening process involves five steps:
1) Receiving – physically hearing and acknowledging the message
2) Decoding – assigning meaning to sounds
3) Remembering – storing information for future processing before acting on it
4) Evaluating – applying critical thinking skills to the speaker’s message
5) Responding – reacting to the message
b. Good listeners recognize and overcome barriers, including the following:
1) Selective listening – allowing the mind to wander while others are speaking
2) Prejudgment – making up one’s mind before truly hearing what a person has to say
3) Selective perception – molding a message to fit what listeners already believe about a given subject
5. Improving nonverbal communication skills
a. Nonverbal communication is the process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language.
b. Nonverbal communication plays two important roles: complementing verbal language and revealing truth.
c. Nonverbal communication can be grouped into six general categories:
1) Facial expressions
2) Gesture and posture
3) Vocal characteristics
4) Personal appearance
5) Touch
6) Time and space
6. Improving networking skills
a) Networking is the process of making informal connections with mutually beneficial business contacts.
b) Networking is the most common way that employees find jobs.
c) Networking takes place wherever and whenever people talk.
1) Industry functions
2) Social gatherings
3) Sports events
4) Recreational activities
5) Volunteer opportunities
6) Business-oriented websites
7) Social networks