Business Communication

Business Communication
Essentials
Chapter 2
Collaboration, Interpersonal Communication,
and Business Etiquette

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 1

 Learning Objectives
1. List the characteristics and disadvantages
of working in teams and describe the
characteristics of effective teams.
2. Offer guidelines for collaborative
communication, identify major
collaboration technologies, and explain
how to give constructive feedback.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 2

 Learning Objectives
3. List the key steps needed to ensure
productive meetings and identify the
most common meeting technologies.
4. Describe the listening process and explain
how good listeners overcome barriers at
each stage of the process.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 3

 Learning Objectives
5. Explain the importance of nonverbal
communication and identify six major
categories of nonverbal expression.
6. Explain the importance of business
etiquette and identify three key areas in
which good etiquette is essential.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 4

 Communicating Effectively
Communicating Effectively
in Teams
in Teams
(LO 2.1) List the advantages and disadvantages
of working in teams and describe the
characteristics of effective teams.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 5

 Advantages of Teams

Increased Information and Knowledge

Increased Diversity of Viewpoints

Increased Acceptance of Solutions

Increased Levels of Performance

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 6
 Disadvantages of Teams
Groupthink
Pressure to Conform Affects Decision Quality

Hidden Agenda
Restricts Interaction Limits Productivity

High Cost
Aligning Schedules Arranging Meetings
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 7
 Characteristics of
Effective Teams
Clear Objective Shared Purpose

Consensus
Full Engagement
Decision-Making

Creativity and
Communication
Technical Skills
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 8
 Summary of Discussion
• In this section, we discussed the following:
– Advantages of Teams
– Disadvantages of Teams
– Characteristics of Effective Teams
• The next section will cover Collaborating
on Communication Efforts.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 9

 Collaborating on
Collaborating on
Communication Efforts
(LO 2.2) Offer guidelines for collaborative
communication, identify major collaboration
technologies, and explain how to give
constructive feedback.
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 10
 Guidelines for
Collaborative Writing
Select Collaborators Carefully

Agree on Goals Before You Start

Give the Team Some Time to Bond

Clarify Individual Responsibilities

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 11
 Guidelines for
Collaborative Writing
Establish Clear Group Processes

Avoid Writing as a Group

Use Compatible Technologies

Seek Feedback from the Team Often

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 12
 Technologies for
Collaborative Writing
Content
Content OrganizedApproach
Organized Approach
Management
Management
System
System ControlledAccess
Controlled Access

FlexibleApproach
Flexible Approach
Wiki
Wiki
OpenAccess
Open Access
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 13
 Technologies for
Collaborative Writing
SharedKnowledge
Shared Knowledge
Groupware
Groupware
CloudComputing
Cloud Computing

Intranets
Intranets
Shared
Shared
Workspaces
Workspaces Extranets
Extranets
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 14
 Collaboration via Mobile Devices
Unified Communication

Voice and Video Calling

Voice and Video Conferencing

Instant Messaging

Real-Time Collaboration
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 15
 Giving and Responding to
Constructive Feedback
Offering Constructive Criticism
• Focus on the process and outcomes.
• Provide clear guidelines for improvement.

Receiving Constructive Criticism

• Don’t get defensive or deny the feedback’s validity.
• Use the feedback to accept the quality of your work.
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 16
 Summary of Discussion
• In this section, we discussed the following:
– Guidelines for Collaborative Writing
– Technologies for Collaborative Writing
– Collaboration via Mobile Devices
– Giving and Responding to Constructive
Feedback
• The next section will cover Making Your
Meetings More Productive.
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 17
 Making Your
Making Your Meetings
Meetings
More Productive
More Productive
(LO 2.3) List the key steps needed to ensure
productive team meetings and identify the
most common meeting technologies.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 18

 Preparing for Meetings

Careful Preparation and Planning Tasks

• Clarify the purpose of your meeting.

• Select the participants for the meeting.
• Choose the meeting’s time and venue.
• Set and share the purpose of the meeting.
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 19
 Conducting and Contributing
to Efficient Meetings
• Keep the discussion on track.
• Follow agreed-upon rules.
• Encourage everyone to participate.
• Participate in an active way.
• Use mobile devices respectfully.
• Close the meeting effectively.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 20

 Putting Meeting Results to
Productive Use
•Problems and
•Problems and Opportunities
Opportunities

•Action Items
•Action Items Discussed
Discussed
Written
Written
Meeting
Meeting •Key Decisions
•Key Decisions Made
Made
Minutes
Minutes
•Important Announcements
•Important Announcements

•Responsibilities Assigned
•Responsibilities Assigned
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 21
 Using Meeting Technologies

Instant Messaging Teleconferencing

Virtual
Meetings

Videoconferencing Web-Based Meetings

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 22

 Summary of Discussion
• In this section, we discussed the following:
– Preparing for Meetings
– Conducting and Contributing to Effective
Meetings
– Putting Meeting Results to Productive Use
– Using Meeting Technologies
• The next section will cover Improving Your
Listening Skills.
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 23
 Improving Your Listening Skills
Skills

(LO 2.4) Describe the listening process and

explain how good listeners overcome barriers
at each stage of the process.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 24

 Recognizing Various Types
of Listening

Content
Content Critical
Critical

Empathic
Empathic Active
Active
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 25
 Understanding the
Listening Process
1. Receiving or Hearing the Message

2. Decoding or Assigning Meaning

3. Remembering for Future Reference

4. Evaluating the Quality of Information

5. Responding to the Message

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 26
 Overcoming Barriers to
Effective Listening
•Selective Listening

•Selective Perception

•Language or Experience

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 27

 Summary of Discussion
• In this section, we discussed the following:
– Recognizing Various Types of Listening
– Understanding the Listening Process
– Overcoming Barriers to Effective Listening
• The next section will cover Improving Your
Nonverbal Communication Skills.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 28

 Improving Your
Improving Your Nonverbal
Nonverbal
Communication Skills
(LO 2.5) Explain the importance of nonverbal
communication and identify six major
categories of nonverbal expression.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 29

 Understanding Nonverbal
Signals in Communication
Enhance
Enhance

Weaken
Weaken Verbal Messages
Verbal Messages

Replace
Replace
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 30
 Six Important
Nonverbal Signals
Facial Expressions Gestures and Posture

Vocal Characteristics Personal Appearance

Touching Behavior Time and Space

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 31
 Summary of Discussion
• In this section, we discussed the following:
– Understanding Nonverbal Signals in
Communication
– Six Important Nonverbal Signals
• The next section will cover Developing Your
Business Etiquette.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 32

 Developing Your
Developing
Business Etiquette
Business Etiquette
(LO 2.6) Explain the importance of business
etiquette and identify three key areas in which
good etiquette is essential.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 33

 Business Etiquette in
the Workplace

Nonverbal
Nonverbal Signals
Signals

Personal Personal
Personal Phone Skills
Appearance Grooming
Grooming

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 34

 Guidelines for Using Phones in
the Workplace
• Be aware of how your voice sounds.
• Be courteous when placing calls.
• Convey a positive, professional attitude.
• End calls courteously and clearly.
• Use your own voicemail to help callers.
• Be considerate when leaving voicemails.

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 35

 Business Etiquette in
Social Settings
• Representing Your Company
Meeting • Introducing Yourself
Others • Introducing Other People

• Observing Dining Etiquette

Business • Starting Polite Conversations
Meals • Choosing Appropriate Topics
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 36
 Business Etiquette Online
• 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 © 2016 Pearson Education, Inc. Chapter 2 - 37
 Business Etiquette Online
• 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 © 2016 Pearson Education, Inc. Chapter 2 - 38
 Business Etiquette Using
Mobile Devices
•Personal Mobile Device Habits

•Issues with Virtual Assistants

•Expectations and Policies

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 39

 Summary of Discussion
• In this section, we discussed the following:
– Business Etiquette in the Workplace
– Guidelines for Using Phones in the Workplace
– Business Etiquette in Social Settings and Online
– Business Etiquette with Mobile Devices
• This concludes our discussion of Chapter 2:
Collaboration, Interpersonal Communication,
and Business Etiquette.
Copyright © 2016 Pearson Education, Inc. Chapter 2 - 40
 Business Communication
Business Communication
Essentials
Chapter 2
Collaboration, Interpersonal Communication,
and Business Etiquette

Copyright © 2016 Pearson Education, Inc. Chapter 2 - 41

 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 © 2016 Pearson Education, Inc. Chapter 2 - 42