Bài giảng thiết kế truyền thông kinh doanh - Chương 13: Thông điệp giữa cá nhân và hợp tác

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Interpersonal and Collaborative Messages

McGrawHill/Irwin

Communicating Interpersonally

 Interpersonal communication

◦ verbal, nonverbal, and listening interaction

between at least two people engaged in the co-creation of a relationship

Relational Communication

•

Interpersonal Communication and Relationships

◦

dynamic system of interaction coordinated through communication between two or more people

• Why Are Business Relationships

Important?

 Relationship

Relational Communication

• Types of Relationships

◦ when communicators engage in contrasting

behavior in which one person controls and the other relinquishes control

 Complementary relationship

◦ when the communicators mirror each other’s

behavior

 Symmetrical relationship

Relational Communication

Some relationships are complementary in nature since one of the communicators talks more while the other listens more.

Relational Communication

• How Do I Influence My Relationships?

• Practice Redesigning Relationships

 Talk about the relationship

 Negotiate new rules and structure

 Change the context

 Change your reaction pattern

Relational Communication

FIGURE 13.1 Endless Feedback Loop

When people interact, they repeatedly send and receive messages. These messages and reactions continually move around and between the communicato rs.

Relational Communication

• What Are the Rules for Business

Relationships?

 Interactive rules

 Standard rules

• Breaking the Rules

• Cross-Cultural Rules

 Role-related rules

Communicating Nonverbally

 Nonverbal communication

◦ body movements or vocal variations that

communicate without words

Communicating Nonverbally

What’s the Big Deal about Communicating

Nonverbally?

 happens continuously

 conveys 93 percent of our emotional meaning

 can occur unintentionally

 many cues are contextual

 often more reliable and believable than verbal

Types of Nonverbal Communication

1.  Kinesic behaviors

◦

2.  Eye behavior

refers to body movements we use to communicate

◦

refers to eye movements that communicate emotions, facilitate and regulate conversation, and monitor reactions

Types of Nonverbal Communication

3.  Paralanguage

◦ vocal sounds other than words. It is how you say something rather than what the words mean

◦

paralinguistic sounds, such as “um,” “er,” and “uh,” that fill dead air during speech

4.  Chronemics

 Vocal interferences

◦ study of how people use and perceive time

Types of Nonverbal Communication

5.  Proxemics

◦ study of how people use space and distance

 Intimate distance

 Personal distance

 Social distance

 Public distance

Types of Nonverbal Communication

6.  Haptics

◦

Nonverbal touching can communicat e a variety of messages, including a formal greeting.

involves touching behaviors

Types of Nonverbal Communication

Differences between men and women

Nonverbal Behavior  Eye contact and gaze  Facial expressions  Gestures  Posture  Proxemic space  Haptics (touch)  Paralanguage

Communicating in Small Groups

• What Is a Small Group?

◦

composed of two or more interdependent people who are aware of their group membership and who communicate to accomplish common goals

• What’s the Difference between Small-

Group and Interpersonal Communication?

 Small groups

Communicating in Small Groups

• Purposes of Business Groups and Teams

 Task force

 Quality circles

 Steering committee

 Management teams

 Project teams

Communicating in Small Groups

• Purposes of Business

Groups and Teams (continued)

 Cross-functional teams

 Self-managing teams

 Problem-solving teams

 Virtual teams

The Four C’s of Effective Small Groups

FIGURE 13.2 The 4 C’s of Small Groups

The Four C’s of Effective Small Groups

  Commitment

  Cohesion

◦ members’ consistent participation on grouprelated tasks, and dedication to maintaining group values and achieving group goals

◦ establishment of harmonious and compatible

working relationships

The Four C’s of Effective Small Groups

  Collaboration

◦ members of a team work together to

• Conflict Modification Strategies

accomplish a task

◦

problem modification techniques that groups use to resolve disputes

 Conflict strategies

Conformity

 Conformity

◦ acceptance of influence and adherence to

 Groupthink

group rules

◦ when members neglect relevant news or

information that contradicts what the group already believes

Leadership in Groups and Teams

 Leadership

◦ ability to influence people and share a vision

• Leadership in Meetings

that moves projects or the organization forward in a productive and creative way

◦

guidelines for discussion topics and time frames for goal accomplishment during meetings

 Agendas

Leadership in Groups and Teams

• Leadership in Meetings (continued)

Task Leadership Skills

 Analyzing problems

 Evaluating criteria

 Decision making and analyzing solutions

 Developing group processing procedures

Leadership in Groups and Teams

• Leadership in Meetings (continued)

Relational Leadership Skills

 Facilitating participation

 Stimulating discussion

 Coordinating group dialogue

 Modifying and managing conflict

Leadership in Groups and Teams

• Gender Differences in Meetings

 interruptions

 take & hold floor

 state verbal points concretely & authoritatively

 confident about building arguments

 collaboration

Technology for Groups and Teams

  C-Commerce

◦

technology that allows companies to collaborate with customers, suppliers, and distributors to improve existing products and services and to create new products

Types of Nonverbal Communication

• Distance Business Meetings

◦ most common type of distance meeting in which

participants communicate by phone from different locations

1.  Teleconferencing

◦

combines both visual and verbal communication so conference participants can see and hear each other at the same time by using a video monitor

2.  Videoconferencing

Types of Nonverbal Communication

• Distance Business Meetings (continued)

◦

use of compact cameras and microphones attached to personal or laptop computers to send and receive audio and video messages transmitted over the Internet

3.  Web conferencing