Bài giảng Business Communication - Chapter Three: Listening, Team Communication, and Difficult Conversations

Chapter ThreeListening, Team Communication,and Difficult ConversationsMcGraw-Hill/IrwinCopyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.Learning ObjectivesLO3.1 Describe and evaluate the process of active listening.LO3.2 Explain and evaluate barriers to effective listening an common types of non-listening behaviors.LO3.3 Describe the elements of questions that enhance listening and learning.Learning Objectives (cont.)LO3.4 Explain the principles of team communication in high-performing teams.LO3.5 Describe and demonstrate approaches to planning, running, and following up on meetings.LO3.6 Explain basic principles for handling difficult conversations.Engaging in Active ListeningActive listening “a person’s willingness and ability to hear and understand.”Holding JudgmentLearner statements, show your commitment to hearing people outJudger statements, show you are closed off to hearing people out, shut down honest conversationsJudger Statements vs. Learner StatementsTable 3.2Summarizing and Sharing The goal of summarizing is to restate major themes so that you can make sense of the big issues from the perspective of the other personActive listening also involves expressing your own perspectives and feelings.Defensive and Non-defensiveRepliesFigure 3.2Asking the Right QuestionsA crucial skill is the ability to ask the right questionsGood questions reflect the learner mind-set, and poor questions reflect a judger mind-setTable 3.6Types of Effective QuestionsTable 3.7Stages of Development inHigh-Performance TeamsForming stageteam members focus on gaining acceptance and avoiding conflictStorming stageteam members open up with their competing ideas about how the team should approach workStages of Development inHigh-Performance TeamsNorming stagethe team arrives at a work plan, including the roles, goals, and accountabilitiesPerforming stage teams operate efficiently toward accomplishing their goalsPlanning for Meetings: Essential QuestionsWhat is the purpose of the meeting? What outcomes do I expect?Who should attend?When should the meeting be scheduled?What roles and responsibilities should people at the meeting have?Following Up After MeetingsFollow up by distributing the minutes of the meeting Memo, email, team blogPrinciples of DifficultConversationsEmbrace difficult conversations.Assume the best in others.Adopt a learning stance.Stay calm/overcome noise.Find common ground.Disagree diplomatically.Avoid exaggeration and either/or approaches.