Bài giảng Business Communication Design - Chapter 13: Interpersonal and Collaborative Messages

2/ePPT 13InterpersonalandCollaborativeMessagesMcGraw-Hill/IrwinCommunicating InterpersonallyInterpersonal communicationverbal, nonverbal, and listening interaction between at least two people engaged in the co-creation of a relationshipRelational CommunicationInterpersonal Communication and RelationshipsRelationshipdynamic system of interaction coordinated through communication between two or more peopleWhy Are Business Relationships Important?Relational CommunicationTypes of RelationshipsComplementary relationshipwhen communicators engage in contrasting behavior in which one person controls and the other relinquishes controlSymmetrical relationshipwhen the communicators mirror each other’s behaviorRelational CommunicationSome relationships are complementary in nature since one of the communicators talks more while the other listens more.© Royalty-Free/CORBISRelational CommunicationHow Do I Influence My Relationships?Practice Redesigning RelationshipsTalk about the relationshipNegotiate new rules and structureChange the contextChange your reaction patternRelational CommunicationWhen people interact, they repeatedly send and receive messages. These messages and reactions continually move around and between the communicators.FIGURE 13.1 Endless Feedback LoopRelational CommunicationWhat Are the Rules for Business Relationships?Interactive rulesStandard rulesRole-related rulesBreaking the RulesCross-Cultural RulesCommunicating NonverballyNonverbal communicationbody movements or vocal variations that communicate without wordsCommunicating NonverballyWhat’s the Big Deal about Communicating Nonverbally?happens continuouslyconveys 93 percent of our emotional meaningcan occur unintentionallymany cues are contextualoften more reliable and believable than verbalTypes of Nonverbal Communication1.  Kinesic behaviorsrefers to body movements we use to communicate2.  Eye behaviorrefers to eye movements that communicate emotions, facilitate and regulate conversation, and monitor reactionsTypes of Nonverbal Communication3.  Paralanguagevocal sounds other than words. It is how you say something rather than what the words meanVocal interferencesparalinguistic sounds, such as “um,” “er,” and “uh,” that fill dead air during speech4.  Chronemicsstudy of how people use and perceive timeTypes of Nonverbal Communication5.  Proxemicsstudy of how people use space and distanceIntimate distancePersonal distanceSocial distancePublic distanceTypes of Nonverbal Communication6.  Hapticsinvolves touching behaviorsNonverbal touching can communicate a variety of messages, including a formal greeting.© Stockbyte/PunchStock ImagesTypes of Nonverbal CommunicationDifferences between men and womenNonverbal BehaviorEye contact and gazeFacial expressionsGesturesPostureProxemic spaceHaptics (touch)ParalanguageCommunicating in Small GroupsWhat Is a Small Group?Small groupscomposed of two or more interdependent people who are aware of their group membership and who communicate to accomplish common goalsWhat’s the Difference between Small-Group and Interpersonal Communication?Communicating in Small GroupsPurposes of Business Groups and TeamsTask forceQuality circlesSteering committeeManagement teamsProject teamsCommunicating in Small GroupsPurposes of Business Groups and Teams (continued)Cross-functional teamsSelf-managing teamsProblem-solving teamsVirtual teamsThe Four C’s of Effective Small GroupsFIGURE 13.2 The 4 C’s of Small GroupsThe Four C’s of Effective Small Groups Commitmentmembers’ consistent participation on grouprelated tasks, and dedication to maintaining group values and achieving group goals Cohesionestablishment of harmonious and compatible working relationshipsThe Four C’s of Effective Small Groups Collaborationmembers of a team work together to accomplish a taskConflict Modification StrategiesConflict strategiesproblem modification techniques that groups use to resolve disputesConformityConformityacceptance of influence and adherence to group rulesGroupthinkwhen members neglect relevant news or information that contradicts what the group already believesLeadership in Groups and TeamsLeadershipability to influence people and share a vision that moves projects or the organization forward in a productive and creative wayLeadership in MeetingsAgendasguidelines for discussion topics and time frames for goal accomplishment during meetingsLeadership in Groups and TeamsLeadership in Meetings (continued)Task Leadership SkillsAnalyzing problemsEvaluating criteriaDecision making and analyzing solutionsDeveloping group processing proceduresLeadership in Groups and TeamsLeadership in Meetings (continued)Relational Leadership SkillsFacilitating participationStimulating discussionCoordinating group dialogueModifying and managing conflictLeadership in Groups and TeamsGender Differences in Meetingsinterruptionstake & hold floorstate verbal points concretely & authoritativelyconfident about building argumentscollaborationTechnology for Groups and Teams C-Commercetechnology that allows companies to collaborate with customers, suppliers, and distributors to improve existing products and services and to create new productsTypes of Nonverbal CommunicationDistance Business Meetings1.  Teleconferencingmost common type of distance meeting in which participants communicate by phone from different locations2.  Videoconferencingcombines both visual and verbal communication so conference participants can see and hear each other at the same time by using a video monitorTypes of Nonverbal CommunicationDistance Business Meetings (continued)3.  Web conferencinguse of compact cameras and microphones attached to personal or laptop computers to send and receive audio and video messages transmitted over the Internet?Questions