商务与管理沟通(第十二单元)PPT课件.pptVIP

Chapter 12 Working and Writing in Groups Listening Group interactions Working in diverse groups Conflict resolution Listening 1. Difference between hearing and listening Hearing denotes perceiving sounds. Listening means decoding and interpreting the sounds correctly. 2. Difference between listening in class and listening at work The teacher gives key points clearly and it does not involve feeling. But at work, listening is without key points given. Feelings of being rejected or overworked should be dealt with. Listening Acknowledgement responses Acknowledgement responses are nod, smiles, frowns that can help carry the message that you are listening. active listening In active listening, receivers actively demonstrate that they have heard and understood a speaker by feeding back either the literal meaning or the emotional content or both. Active listening takes time and energy. Listening Five steps create active responses 1. Paraphrase the content. Feedback the meaning in your own words. 2. Mirror the speaker’s feelings. Identify the feelings you think you hear. 3. State your own feelings. This strategy works especially well when you are angry. 4. Ask for information or clarification. 5. Offer to help solve the problem. Group Interactions Group can focus on three dimensions: 1. Information messages focuses on content: the problem, the data and possible situations. 2. Procedural messages focuses on method and process. 3.Interpersonal messages focus on people, promoting friendliness, cooperation, and group loyalty. Different kinds of communication dominate during the four stages of the life of a task group: orientation, formation, coordination, and formalization. Group Interactions Roles in groups 1. activities of positive roles: encouraging participation relieving tensions checking feelings