2013管理沟通英文)7.pptVIP

Team communication Team communication Interpersonal communication Group interactions Conflict resolution Criticism acceptance Team effectiveness Interpersonal communication Communication between people ? Crucial when people work in teams, which is increasingly common Includes skills such as listening and conflict resolution Hearing vs. Listening Hearing denotes perceiving sounds. Listening means decoding and interpreting sounds correctly. Strategies of active listening Paraphrase the content Mirror the speaker’s feelings State your own feelings Ask for information or clarification Offer to help solve the problem Interpersonal communication Refers to verbal and nonverbal interaction Communication climate Refers to quality of personal relationships within organization Business place increased emphasis on interpersonal skills or “soft skills” Interpersonal skills have become more important because of Workplace diversity Globalization “soft skills” are also valued because of Organizational restructuring Worker specialization Technology Relationships are Critical to business success Complex crucial Business relationships begin with conversations. Conversation process includes five stages Greeting Introduction Exchange Summary Closing Greeting stage Gestures Tone Words appropriate for situation Introduction stage Person initiating conversation previews what will follow Exchange stage Through give-and-take format, purpose of conversation becomes clear summary stage Allow those involved to reflect on the items discussed Signals conversation is ending Closing stage Cordially implies end to conversation Verbal or nonverbal messages included Keys for face-to-face conversation Choose location carefully Minimize interruptions Speak effectively Ask questions Additional keys Send clear, appropriate nonverbal cues Accommodate diversity Listen with your eyes and ears Keys for successful telephone conversation Use telephone equipment/system properly Be busi