管理溝通雙語(yǔ)Chap014課件

1、McGraw-Hill/Irwin Copyright 2009 by The McGraw-Hill Companies, All Rights Reserved.Chapter 14Working & Writingin GroupsInterpersonalListeningGroup InteractionsPositive RolesNegative RolesDecision MakingStudent GroupsDiverse GroupsConflict ResolutionEffective Meeting GuidelinesCollaborationInterperso

2、nal CommunicationCommunication between peopleCrucial for teamwork Includes multiple skills Listening Conflict resolutionNonverbalListeningCrucial to building trustHarder on job than in classInformation not as organized on jobJobs require listening to feelings as well as factsNods, smiles, frowns sho

3、w youre listeningActive ListeningReceivers demonstrate theyve heard /understood a speaker by feeding back the literal and/or emotional meaning,To create active responsesParaphrase contentMirror speakers feelingsAsk for information/clarificationOffer to help solve the problemAvoid Listening ErrorsIna

4、ttentioncause of listening errorTo reduce errorsParaphrase what the speaker has saidAllows speaker to correct your understandingCheck your understanding with speakerWrite down key points Deadlines and related informationHow work will be evaluatedAvoid Listening Errors, continuedTo avoid misinterpret

5、ationDont ignore instructions that seem unnecessaryConsider speakers backgroundFive Blocking ResponsesOrdering, threateningPreaching, criticizingInterrogatingMinimizing the problemAdvisingGroup Interactions: Three Dimensions Informationalfocus on content: problem, data, solutionsProcedural messagesf

6、ocus on methods, processesInterpersonalfocus on people, cooperation, group loyaltyLife Stages of Group InteractionsFormationCoordinationFormalizationGroup Interactions, continuedFormationBegin to define taskDevelop social cohesiveness Set up and clarify proceduresAdopt ground rulesUse interpersonal

7、communication to resolve conflictAnalyze problem well before seeking solutionsGroup Interactions, continuedCoordinationLongest phaseMost comments need to deal with informationConflict occurs as group debates alternate solutionsInterpersonal and procedural comments help group stay on trackGroup Inter

8、actions, continuedFormalizationConsensus stateGroup implements decisions, which determines its successGroup seeks to forget earlier conflictsPositive Roles in GroupsTask GoalsCoordinatingSeeking information, opinionsGiving information, opinionsEvaluatingSummarizingPositive Actions in GroupsEncouragi

9、ng participationRelieving tensionsChecking feelingsSolving interpersonal problemsListening activelyNegative Actions in GroupsDominatingClowningBlockingWithdrawingOverspeakingGroup LeadershipEffective groups balance three types of leadership:Informationalcreate, assess ideas and textInterpersonalchec

10、k feelings, resolve conflict, monitor processProceduralset agenda, keep members informed, check on assignmentsRoles need not be filled by one personDecision-Making: Standard AgendaUnderstand what group has to deliverWhat form?When due?Identify problemGather informationShare among group members Exami

11、ne it criticallyDecision-Making: Standard Agenda, continuedEstablish criteriaGenerate alternative solutionsMeasure alternatives against criteriaChoose best solutionDecision-Making: Dot PlanningLets large group set priorities quicklyGroup brainstorms ideasIdeas recorded on large pages Pages posted on

12、 wallEach member affixes colored adhesive dots by ideasHighLowDots show highest and lowest prioritiesAttributes of Successful Student GroupsAssign specific tasks, set clear deadlines, schedule frequent meetingsListen carefully to each otherDeal directly with conflictAttributes of Successful Student

13、GroupsDevelop inclusive decision-making styleEstablish proportionate work loadsDeal directly with conflictsPeer Pressure & GroupthinkGroupthinktendency for groups to value agreement so highly they punish dissentCorrectives to groupthinkSearch for alternativesTest assumptionsProtect rights of individ

14、uals to disagreeDiverse GroupsDifferences affect how people behave in group, what they expect from group GenderClassRaceEthnicityAgeReligionSexual orientationPhysical abilityDiverse Groups, continuedPlay to one anothers strengthsFind practical ways to deal with differencesConversational StyleDefined

15、 as talk patterns and meaning we give to themShown byInterestPolitenessAppropriatenessTypes of Style Features:Rate of speechRate of turn-takingPersistence when turn missedTolerance of simultaneous speechSpeed of topic shifting Nonverbal CommunicationOpen body positions Leaning forward with uncrossed

16、 arms and legsArms away from bodyClosed (defensive) body positionsLeaning back, hands behind headArms and legs crossedHands in pocketsThe presenting problemmay not be real problemConflict ResolutionMake sure people involved actually disagreeEnsure that everyone has correct informationDiscover needs

17、each person is trying to meet Search for alternativesRepair negative feelingsConstructive Responses to CriticismParaphrasingChecking for feelingsChecking inferencesBuying time with limited agreementUsing you-attitudeLook at things from others viewpointEffective Meeting GuidelinesMake purpose explici

18、tDistribute an agendaAllow time for discussionSave time with an omnibus motionPay attention to people and process as well as tasks Effective Meeting Guidelines, continuedSummarize groups consensus after each pointSummarize all decisions at end of meetingCollaborative WritingWorking with other writer

19、s to produce a single documentRequires attention toGroup formation progressConflict resolution Steps in writing processCollaborative Writing, continuedPlanningMake analysis explicit; know where you agree and disagreePlan organization, format, and style before anyone writesConsider work styles and other commitmentsDecide how you will give constructive feedbackBuild leeway into deadlinesCollaborative Writing, continuedComposing Carefully label and date draftsIf quality is crucial, have best writer compose after others gather dataCollaborative Writing