Communication

The lifeblood of team success

Communication process

Source Encoding Channel Decoding Receiver

Feedback

Important forms of communication Oral communication; Non-verbal communication; Written communication.

Actions can impact a receiver more than spoken words (93%).

Nonverbalsymbols

93%

Spoken words7%

Barriers to effective communication

Hearing instead of listening; Information overload; Selective perception; Using jargons; Dysfunctional emotions; Lack of attention to non-verbal

communication.

Non-verbal communication

Body language: (1) the extent to which an individual

likes another and interested in their views;

(2) the relative perceived status between a sender and a receiver.

Eye contact 10% of the time with Asians; 75% of the time with Americans; 100% of the time with the French.

Facial expression;

Physical distance and space.

Physical distance and space

Public zone (over 3.6m)

Social zone (1.2-3.6m)

Intimate zone (15-46cm)

Personal zone (46cm-1.2m)

Shared mental models and team learning

Mental models

Mental models can be thought of as knowledge structures, images, assumptions, beliefs, and attitudes in an individual’s cognitions.

Mental models such as belief systems, implicit theories, and assumptions affect our reasoning and behaviour.

Mental models in teams

Cannon-Bowers and colleagues (1993) have proposed one of the most popular conceptual framework for different types of mental models in the context of teamwork.

They considered mental models to be multidimensional, and categorised multiple mental models into four types.

Types of mental models

equipment models: equipment functioning and limitations, technologies

task model: procedures, strategies, environmental constraints

team interaction model: roles, responsibilities, expectations

team model: team members’ knowledge and skills, attitudes, beliefs, and preferences

Shared mental model

Shared mental model (or shared cognition) may improve and facilitate group work and coordination and may result in high group performance and effectiveness.

What does “shared” mean?

Two approaches have been proposed to conceptualise shared mental models:

the similarities of members’ mental models (Cannon-Bowers & Salas, 2001).

In addition to similarity, the extent to which group

members are familiar with each other’s mental models and their differences and similarities (Klimoski & Mohammed, 1994; Kraiger & Wenzel, 1997).

How to develop shared mental models?

Job rotation and cross-training Team training Role playing Team learning activities

Team learning

Two important team skills for team learning:

Reflection refers to “slowing down our thinking processes to become more aware of how we form our mental models” (Senge et al., 1994, p. 237).

Inquiry refers to “holding conversations where we openly share views and develop knowledge about each other’s assumptions” (p. 237).

Team learning and developing shared mental models

learning as modifying mental models and developing shared mental models needs openness to oneself and to other team members (Gibson, 2001).

dialogue is a vital process for group learning, and distinct from discussion.

Readings

Please read from page 306 to 328 of the text book.