biz com 08

interpersonal communication

Transcript

1. Interpersonal Communication and Teamwork
2. C h 13 - 2 Interpersonal Communication The verbal and nonverbal interactions that occur in both one- on-one and small-group settings
3. C h 13 - 3 Communication Climate ¡  Represents the quality of relationships that exist within an organization ¡  Reflects workersʼ’ perceptions of whether the organization trusts, values, and respects employees ¡  Related to success in business
4. C h 13 - 4 Positive Relationships ¡ Are built over time ¡ Require ongoing maintenance ¡ Include trust and respect as key elements
5. C h 13 - 5 Conversation Process ¡ Greeting ¡ Introduction ¡ Exchange ¡ Summary ¡ Closing
6. C h 13 - 6 Communication Styles ¡  Passive – gives priority to the rights of others ¡  Aggressive – risks disregarding the rights and feelings of others ¡  Assertive – respects the rights and feelings of others and stands up for their own rights
7. C h 13 - 7 Keys to Successful Face-to- Face Conversations ¡ Carefully choose the location. ¡ Minimize interruptions. ¡ Speak effectively. ¡ Choose appropriate language.
8. C h 13 - 8 More Keys to Successful Face-to-Face Conversations ¡ Send clear, appropriate nonverbal cues. ¡ Ask questions. ¡ Accommodate diversity. ¡ Listen with your ears and eyes.
9. C h 13 - 9 Questions ¡  Closed-ended question – designed to produce a one- or two-word answer ¡  Open-ended question – requires a longer answer and promotes a dialogue
10. h 13 - 10 Keys for Successful Telephone Conversations ¡ Use equipment and system properly. ¡ Be businesslike. ¡ Be considerate.
11. h 13 - 11 Keys for Successful Social Business Conversations ¡ Practice basic social conversation rules. ¡ Choose appropriate topics. ¡ Observe social business etiquette.
12. h 13 - 12 Relationship Repair ¡  Apologize. ¡  Acknowledge playing a part in the failure. ¡  Engage in positive actions. ¡  Let go of the problem.