Transcript Chapter 2 Exploring Business Communication Concepts Business Communication

Chapter 2
Chapter 2
Exploring Business Communication
Concepts
Business Communication, Anniversary Edition
Lehman and DuFrene
2002 South-Western/Thomson Learning
Chapter 2
Behavioral Theories
Impact Communication
• Maslow’s Hierarchy of Needs
• Stroking
• Johari Window
• McGregor’s Theory X and Y
Business Communication, Anniversary Edition
Lehman and DuFrene
2002 South-Western/Thomson Learning
Chapter 2
McGregor’s Management Styles
Theory Y
Theory X
• Workers inherently
dislike work
• Talent is narrowly
distributed
• Workers will do as
little work as they
are required to do
Business Communication, Anniversary Edition
Lehman and DuFrene
• Workers like work
• Work is widely
distributed
throughout the
workforce
• Workers can be
motivated to work
independently
2002 South-Western/Thomson Learning
Chapter 2
Johari Window:
Trust and Self-Disclosure
Help Expand the Open Area
KNOWN TO
OTHERS
NOT KNOWN
TO OTHERS
Business Communication, Anniversary Edition
KNOWN TO SELF
NOT KNOWN TO SELF
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Free or open area
II
Blind area
III
Hidden area
IV
Unknown area
Lehman and DuFrene
2002 South-Western/Thomson Learning
Chapter 2
Nonverbal Communication
Conveys Added Meaning
• Metacommunication
— Not expressed in words but
accompanies a verbal message
• Visual
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All types of body movements (gestures,
eye contact, and facial expressions)
Attire and grooming
• Vocal
—
Tone and projection
Business Communication, Anniversary Edition
Lehman and DuFrene
2002 South-Western/Thomson Learning
Chapter 2
Effective Listeners . .
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Minimize distractions
Get in touch with the speaker
Use knowledge of speaker to advantage
Indicate their active involvement
Do not interrupt unnecessarily
Ask reflective questions
Send probing prompts to the
speaker
• Use lag time wisely
Business Communication, Anniversary Edition
Lehman and DuFrene
2002 South-Western/Thomson Learning
Chapter 2
Characteristics of Effective Teams
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Common goals
Role perception
Longevity
Size
Status
Group norms
Leadership
Business Communication, Anniversary Edition
Lehman and DuFrene
2002 South-Western/Thomson Learning
Chapter 2
Team Roles
Positive
Negative
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Isolate
Dominator
Free rider
Detractor
Digressor
Airhead
Socializer
Business Communication, Anniversary Edition
Lehman and DuFrene
Facilitator
Harmonizer
Record keeper
Reporter
Leader
2002 South-Western/Thomson Learning
Chapter 2
Team Behaviors
• Commitment
• Cooperation
• Communication
• Contribution
Business Communication, Anniversary Edition
Lehman and DuFrene
2002 South-Western/Thomson Learning
Chapter 2
Face-to-Face Meetings
Limitations
Advantages
• Provide rich,
nonverbal cues
• Are preferred when
dealing with
sensitive
• Are beneficial for
establishing group
rapport and
relationships
Business Communication, Anniversary Edition
Lehman and DuFrene
• Pose logistical issues
of time, place, and
schedules
• May be dominated by
overly vocal, quickto-speak, and high
status members
2002 South-Western/Thomson Learning
Chapter 2
Electronic Meetings
Limitations
Advantages
• Facilitate
geographically
dispersed groups
• Speed up meeting
follow-up activities
• Place all participants
on a more even
level
Business Communication, Anniversary Edition
Lehman and DuFrene
• Cannot replace faceto-face contact for
certain type meetings
• Can make consensus
harder to reach
• Are dependent on
participants having
excellent
keyboarding skills
2002 South-Western/Thomson Learning
Chapter 2
Suggestions for
Effective Meetings
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Limit meeting length and frequency
Make satisfactory arrangements
Distribute the agenda well in advance
Encourage participation
Maintain order
Manage conflict and seek
consensus
• Prepare thorough
minutes
Business Communication, Anniversary Edition
Lehman and DuFrene
2002 South-Western/Thomson Learning