管理沟通双语Chap014课件.ppt

1、McGraw-Hill/Irwin 2009 The McGraw-Hill Companies,All Rights ReservedMcGraw-Hill/Irwin Copyright 2009 by The McGraw-Hill Companies,All Rights Reserved.14-2Working&Writingin GroupsInterpersonalListeningGroup InteractionsPositive RolesNegative RolesDecision MakingStudent GroupsDiverse GroupsConflict Re

2、solutionEffective Meeting GuidelinesCollaboration14-3Interpersonal Communication Communication between people Crucial for teamwork Includes multiple skills Listening Conflict resolution Nonverbal14-4Listening Crucial to building trust Harder on job than in class Information not as organized on job J

3、obs require listening to feelings as well as facts Nods,smiles,frowns show youre listening14-5Active Listening Receivers demonstrate theyve heard/understood a speaker by feeding back the literal and/or emotional meaning,To create active responses Paraphrase content Mirror speakers feelings Ask for i

4、nformation/clarification Offer to help solve the problem14-6Avoid Listening Errors Inattentioncause of listening error To reduce errors Paraphrase what the speaker has said Allows speaker to correct your understanding Check your understanding with speaker Write down key points Deadlines and related

5、information How work will be evaluated14-7Avoid Listening Errors,continued To avoid misinterpretation Dont ignore instructions that seem unnecessary Consider speakers background14-8Five Blocking Responses Ordering,threatening Preaching,criticizing Interrogating Minimizing the problem Advising14-9Gro

6、up Interactions:Three Dimensions Informationalfocus on content:problem,data,solutions Procedural messagesfocus on methods,processes Interpersonalfocus on people,cooperation,group loyalty14-10Life Stages of Group InteractionsFormationCoordinationFormalization14-11Group Interactions,continued Formatio

7、n Begin to define task Develop social cohesiveness Set up and clarify procedures Adopt ground rules Use interpersonal communication to resolve conflict Analyze problem well before seeking solutions14-12Group Interactions,continued Coordination Longest phase Most comments need to deal with informatio

8、n Conflict occurs as group debates alternate solutions Interpersonal and procedural comments help group stay on track14-13Group Interactions,continued Formalization Consensus state Group implements decisions,which determines its success Group seeks to forget earlier conflicts14-14Positive Roles in G

9、roupsTask GoalsCoordinatingSeeking information,opinionsGiving information,opinionsEvaluatingSummarizing14-15Positive Actions in Groups Encouraging participation Relieving tensions Checking feelings Solving interpersonal problems Listening actively14-16Negative Actions in Groups Dominating Clowning B

10、locking Withdrawing Overspeaking14-17Group Leadership Effective groups balance three types of leadership:Informationalcreate,assess ideas and text Interpersonalcheck feelings,resolve conflict,monitor process Proceduralset agenda,keep members informed,check on assignments Roles need not be filled by

11、one person14-18Decision-Making:Standard Agenda1.Understand what group has to deliverWhat form?When due?2.Identify problem3.Gather informationShare among group members Examine it critically14-19Decision-Making:Standard Agenda,continued4.Establish criteria5.Generate alternative solutions6.Measure alte

12、rnatives against criteria7.Choose best solution14-20Decision-Making:Dot PlanningLets large group set priorities quickly1.Group brainstorms ideas2.Ideas recorded on large pages 3.Pages posted on wall4.Each member affixes colored adhesive dots by ideasHighLowDots show highest and lowest priorities14-2

13、1Attributes of Successful Student Groups Assign specific tasks,set clear deadlines,schedule frequent meetings Listen carefully to each other Deal directly with conflict14-22Attributes of Successful Student Groups Develop inclusive decision-making style Establish proportionate work loads Deal directl

14、y with conflicts14-23Peer Pressure&Groupthink Groupthinktendency for groups to value agreement so highly they punish dissent Correctives to groupthink Search for alternatives Test assumptions Protect rights of individuals to disagree14-24Diverse Groups Differences affect how people behave in group,w

15、hat they expect from group Gender Class Race Ethnicity AgeReligionSexual orientationPhysical ability14-25Diverse Groups,continued Play to one anothers strengths Find practical ways to deal with differences14-26Conversational Style Defined as talk patterns and meaning we give to them Shown by Interes

16、t Politeness AppropriatenessTypes of Style Features:Rate of speechRate of turn-takingPersistence when turn missedTolerance of simultaneous speechSpeed of topic shifting 14-27Nonverbal Communication Open body positions Leaning forward with uncrossed arms and legs Arms away from body Closed(defensive)

17、body positions Leaning back,hands behind head Arms and legs crossed Hands in pockets14-28The presenting problemmay not be real problemConflict Resolution1.Make sure people involved actually disagree2.Ensure that everyone has correct information3.Discover needs each person is trying to meet 4.Search

18、for alternatives5.Repair negative feelings14-29Constructive Responses to Criticism Paraphrasing Checking for feelings Checking inferences Buying time with limited agreement Using you-attitude Look at things from others viewpoint14-30Effective Meeting Guidelines Make purpose explicit Distribute an ag

19、enda Allow time for discussion Save time with an omnibus motion Pay attention to people and process as well as tasks 14-31Effective Meeting Guidelines,continued Summarize groups consensus after each point Summarize all decisions at end of meeting14-32Collaborative Writing Working with other writers

20、to produce a single document Requires attention to Group formation progress Conflict resolution Steps in writing process14-33Collaborative Writing,continued Planning Make analysis explicit;know where you agree and disagree Plan organization,format,and style before anyone writes Consider work styles

21、and other commitments Decide how you will give constructive feedback Build leeway into deadlines14-34Collaborative Writing,continued Composing Carefully label and date drafts If quality is crucial,have best writer compose after others gather data14-35Collaborative Writing,continued Revising Evaluate

22、 content,discuss revisions as group Recognize that different people favor different writing styles When satisfied with content,have best writer make all changes14-36Collaborative Writing,continued Editing&Proofreading One person checks mechanics,format,and style for correctness,consistency Use a spe

23、ll checker Also proofread document14-37Make Group Process Work Allow ample time to discuss problems,find solutions Get to know group members,build group loyalty Attend all meetings;carry out your duties14-38Make Group Process Work Note that people have different ways of expressing themselves Dont assume that smooth discussion means total agreement