Communicating in Teams: Listening, Nonverbal, and Meeting Skills

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

Overview of Teams
Advantages
Information Diversity

Disadvantages
Groupthink Hidden Free High

& knowledge

of views
of solutions

agendas

Acceptance

riders costs

Performance

Characteristics of Effective Teams

Have a clear sense of purpose
Communicate openly and honestly

Reach decisions by consensus

Think creatively

Remain focused
Resolve conflict effectively

Preparing for Meetings

Decide on the purpose
Select participants

Choose the location

Set and follow an agenda

Effective Meetings
Keep the meeting on track
Encourage participation

Close effectively
Follow up

The Listening Process

Receiving
Interpreting

Remembering
Evaluating Responding

Barriers to Listening
Prejudgment
Self-centredness

Selective listening

Effective Listening
Find areas of interest Focus on content Hold your fire Listen for ideas Take selective notes

Effective Listening
Work at listening Block competing thoughts Paraphrase the speaker Stay open-minded Stay ahead of the speaker

Receiving Telephone Calls

Answer promptly Identify yourself Establish the callers needs Be positive Take messages Explain your actions

Making Telephone Calls

Get ready
Schedule the call Minimize distractions

Introduce yourself
Maximize your time

Maintain focus
Use a positive close

Using Voice Mail

Minimize time zones Reduce paperwork

Effective Voice Mail Greetings

Be brief and accurate Sound professional Keep callers in mind Make options helpful Update your greetings Respond to calls promptly

Effective Voice Mail Messages

Keep the message simple Sound professional Avoid personal messages Replay the message Avoid multiple messages Dont hide behind voice mail

Nonverbal Communication
Sound and tone cues
Gestures

Facial expressions
Spatial relationships Attitudes towards time

Types of Nonverbal Communication

Facial expressions
Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

Maximizing Nonverbal Communication

Avoid conflicting signals Strive for honesty Smile genuinely Maintain eye contact Be aware of posture and gestures Use appropriate vocal signals

Maximizing Nonverbal Communication

Know and reflect your audience Acknowledge comfort zones Shake hands appropriately Respect varying attitudes about time Use touch carefully Be aware of false cues