Copyright © 2017 Pearson Education, Inc Excellence in in Excellence Business Communication Communication Business Chapter Collaboration, Interpersonal Communication, and Business Etiquette Copyright © 2017 Pearson Education, Inc Learning Objectives (1 of 3) List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback Copyright © 2017 Pearson Education, Inc Chapter - Learning Objectives (2 of 3) List the key steps needed to ensure productive team meetings Identify the major technologies used to enhance or replace in-person meetings Identify three major modes of listening, describe the listening process, and explain the problem of selective listening Copyright © 2017 Pearson Education, Inc Chapter - Learning Objectives (3 of 3) Explain the importance of nonverbal communication and identify six major categories of nonverbal expression Explain the importance of business etiquette, and identify four key areas in which good etiquette is essential Copyright © 2017 Pearson Education, Inc Chapter - Communicating Effectively Effectively Communicating in Teams Teams in (LO 1) List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics Copyright © 2017 Pearson Education, Inc Chapter - Advantages of Teams Increased Information and Knowledge Increased Diversity of Viewpoints Increased Acceptance of Solutions Increased Levels of Performance Copyright © 2017 Pearson Education, Inc Chapter - Disadvantages of Teams Groupthink Pressure to Conform Affects Decision Quality Hidden Agenda Restricts Interaction Limits Productivity High Cost Aligning Schedules Copyright © 2017 Pearson Education, Inc Arranging Meetings Chapter - Characteristics of Effective Teams Clear Objective Full Engagement Creativity and Technical Skills Copyright © 2017 Pearson Education, Inc Shared Purpose Consensus Decision Making Communication Chapter - Collaborating on on Collaborating Communication Efforts Efforts Communication (LO 2) Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback Copyright © 2017 Pearson Education, Inc Chapter - 10 Virtual Meetings Copyright © 2017 Pearson Education, Inc Chapter - 24 Improving Your Your Listening Listening Skills Skills Improving (LO 5) Identify three major modes of listening, describe the listening process, and explain the problem of selective listening Copyright © 2017 Pearson Education, Inc Chapter - 25 Recognizing Various Types of Listening Content Content Critical Critical Empathic Empathic Active Active Copyright © 2017 Pearson Education, Inc Chapter - 26 Understanding the Listening Process Receiving or Hearing the Message Decoding or Assigning Meaning Remembering for Future Reference Evaluating the Quality of Information Responding to the Message Copyright © 2017 Pearson Education, Inc Chapter - 27 Overcoming Barriers to Effective Listening •Selective Listening •Selective •Selective Perception •Selective •Language or or Experience Experience •Language Copyright © 2017 Pearson Education, Inc Chapter - 28 Improving Your Your Nonverbal Nonverbal Communication Communication Improving Skills Skills (LO 6) Explain the importance of nonverbal communication and identify six major categories of nonverbal expression Copyright © 2017 Pearson Education, Inc Chapter - 29 Understanding Nonverbal Signals in Communication Enhance Enhance Weaken Weaken Verbal Messages Messages Verbal Replace Replace Copyright © 2017 Pearson Education, Inc Chapter - 30 Six Important Nonverbal Signals Facial Expressions Gestures and Posture Vocal Characteristics Personal Appearance Touching Behavior Time and Space Copyright © 2017 Pearson Education, Inc Chapter - 31 Developing Your Your Developing Business Etiquette Etiquette Business (LO 7) Explain the importance of business etiquette, and identify four key areas in which good etiquette is essential Copyright © 2017 Pearson Education, Inc Chapter - 32 Business Etiquette in the Workplace Nonverbal Nonverbal Signals Signals Personal Personal Personal Appearance Grooming Grooming Copyright © 2017 Pearson Education, Inc Phone Skills Chapter - 33 Business Etiquette in Social Settings Meeting Others Business Meals Copyright © 2017 Pearson Education, Inc • • • • • • Representing Your Company Introducing Yourself Introducing Other People Observing Dining Etiquette Starting Polite Conversations Choosing Appropriate Topics Chapter - 34 Business Etiquette Online (1 of 2) • • • • • • • 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 © 2017 Pearson Education, Inc Chapter - 35 Business Etiquette Online (2 of 2) • • • • • • • 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 Copyright © 2017 Pearson Education, Inc Chapter - 36 Business Etiquette Using Mobile Devices •Personal Mobile Device Habits •Issues with Virtual Assistants •Expectations and Policies Copyright © 2017 Pearson Education, Inc Chapter - 37 All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher Printed in the United States of America Copyright © 2017 Pearson Education, Inc Chapter - 38 .. .Excellence in in Excellence Business Communication Communication Business Chapter Collaboration, Interpersonal Communication, and Business Etiquette Copyright © 2017 Pearson Education, Inc... Education, Inc Chapter - 26 Understanding the Listening Process Receiving or Hearing the Message Decoding or Assigning Meaning Remembering for Future Reference Evaluating the Quality of Information... Pearson Education, Inc Chapter - 22 Meeting Technologies Instant Messaging Teleconferencing Virtual Meetings Videoconferencing Copyright © 2017 Pearson Education, Inc Web-Based Meetings Chapter - 23