Chapter 3Nonverbal Communication and Teamwork

Business Communication

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The Roles of Nonverbal Communication Reinforcing a verbal messageContradicting a verbal messageSubstituting for a verbal messageRegulating a verbal message

23.1 Nonverbal Communication

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Nonverbal symbols, such as a smile, can reinforce verbal symbols.

Nonverbal SymbolsIn written messagesIn spoken messages

Body languageTouchingPersonal spaceTimeParalanguage

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Nonverbal symbols play an important role in spoken messages.

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3.1 Nonverbal Communication

Nonverbal Symbols and Your ImageLevel of confidence

Too much self-confidenceToo little self-confidence

FriendlinessEnthusiasmSincerityEye contact and postureAppearance

43.1 Nonverbal Communication

Nonverbal Symbols in the EnvironmentFurnishings and décorArrangement of tables and chairsLightingRoom temperatureNoise or soundsUse of color

53.1 Nonverbal Communication

Reading for ComprehensionReading comprehension: understanding what

you have read To overcome internal barriers when reading:

Clear your mind of distracting thoughtsAttempt to ignore tiredness or physical

discomfortsBe open to new ideasAvoid letting biases prevent you from

considering other viewpoints

63.1 Nonverbal Communication

The Listening ProcessHearingFocusing attentionUnderstandingRemembering

73.2 Listening Skills

Types of ListeningCasual listeningActive listeningInformative listeningEvaluative listeningEmphatic listeningReflective listening

83.2 Listening Skills

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Casual listening is relaxed and involves little energy or effort.

Barriers to Effective ListeningAttitudes about the speaker or topicPrejudices or opinionsAssumptionsDistractionsPhysical discomfortDivided focus

93.2 Listening Skills

Listening EffectivelyShare the responsibility

Focus on the main ideaEvaluate the messageProvide feedbackTake notesOvercome poor listening habits

Listening in specific situationsSmall groupsConference settings

103.2 Listening Skills

ILA

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ILA: International Listening AssociationQuestions1.When was ILA formed?2.In what areas do members of the ILA work?3.What are some activities of the ILA?

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3.2 Listening Skills

Workplace RelationshipsEmployee and manager relationshipsCoworker relationshipsCustomer relationships

123.3 Teamwork

Be fair and honest in your dealings with customers.

Resolving ConflictsListen and talk with coworkersIdentify the underlying cause of the conflictFocus on issues or behaviors, not on people Think objectively Be willing to admit your mistakes and

apologizeAvoid assigning blameDo your part to make the proposed solution

work

133.3 Teamwork

Workplace TeamsSpecial teamsAdvantages of teamsDisadvantages of teamsVirtual teams

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Workplace teams are a trend in American companies.

3.3 Teamwork

Working Effectively in TeamsTeam roles

LeaderChallengerDoerThinkerSupporterRecorder

Learning to work together

153.3 Teamwork

Guidelines for Team SuccessIdentify the goals and determine tasks Identify resourcesAssign dutiesCommunicate regularlyResolve conflictsBrainstorm ideasEvaluate proceduresCelebrate success

163.3 Teamwork

Problem-Solving StepsIdentify the problemDescribe effects of the

problemBrainstorm solutionsEvaluate the possible

solutionsTest the selected solutionEvaluate the results

173.3 Teamwork

Brainstorming is generating ideas or possible solutions for a problem.

Standout Team MembersFocus on the team’s goalsAre reliable and responsibleContribute ideas and opinionsFind roles to fillAre supportive of team membersKeep the team’s affairs confidentialDo not take criticism personally

183.3 Teamwork

LeadershipLeadership: providing guidance and inducing

others to actImportant for managers and other employeesCareer-related student organizations help

build leadership skills

193.3 Teamwork

Vocabulary

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active listening casual listeningconflictemphatic listeningenthusiasm evaluative listeningfriendlinessgesture informative listeningleadership

nonverbal communicationparalanguagepersonal spaceposturereflective listeningself-confidence sinceritysynergyteamworkvirtual team