Chapter 13

Interpersonal Communication and Teamwork

Learning Objective 1

Identify the components of interpersonal communication and soft skills.

Interpersonal Communication Components

• Verbal and nonverbal interactions • Soft skills—personal qualities • Communication climate • Style of writing, speaking, and

behaving

Learning Objective 2

Develop skills for building positive relationships.

Building Positive Relationships

• Conversations • Social business interactions • Relationship repair skills

Learning Objective 3

Give feedback effectively and receive it appropriately.

Feedback

Positive Feedback

• Is specific • Give as closely to

the event as possible

• Is sometimes

overlooked

• Fosters more of the

appreciated action Constructive Feedback

• Is not criticism • Helps people

understand where they are in relation to expectations

• Should be delivered

without fear of negative response

• Should be accepted

with an open mind

Learning Objective 4

Describe techniques for resolving conflicts.

Conflict Handling Techniques

• Act promptly. • Schedule a meeting. • Use active listening. • Communicate honestly. • Focus on the problem, not the person. • Brainstorm solutions. • Formalize the solution. • Implement the solution and set a date

for follow-up.

Learning Objective 5

Develop the skills associated with leading and participating in teams.

Team Skills

• Flexibility and adaptability • Commitment to team’s goal • Energy • Focus • Persistence

Learning Objective 6

Describe the features of and process used by a writing team.

Writing Teams

• Features – Complementary skills of team members – Effective group dynamics – Loyalty to team and purpose – Agreement of and adherence to schedule • Team writing process – Plan – Draft – Finalize