CH 2 WORKING WITH OTHERS

Interpersonal, Intercultural, and Team Communication

interpersonal communication :The ongoing process of interacting with

others, exchanging information and meaning, and achieving
understanding

emotional intelligence: the ability to perceive and understand emotions

and to use that knowledge to guide your own behavior and respond to
others

synchronous communication: Communication in which all communicators

are present at the same time

1.What listening skills will help you communicate better with others?

passive listening: Hearing what someone says without actively paying

attention to ensure understanding.

active listening: A learned skill that requires you to attentively focus on the
speaker’s communication, interpret the meaning of the content, and
respond with feedback to ensure understanding.

Hearing accurately

-hearing: perceiving sounds and focusing on them.

Comprehending and interpreting

Comprehension: How well you understand what you hear or read.

Jargon: The specialized language of a specific field.

İnterpretation: Analyzing the meaning of what you hear, read, or see to

determine

its intention.

Comprehension = Understanding what is said/written.

Interpretation = Understanding what it means (often with
personal/contextual analysis).

Even if you are not naturally empathetic, you can train yourself to
comprehend and interpret more effectively in three ways:
•“listen” to nonverbal communication

•ask questions and paraphrase to ensure understanding

•be aware of gender-specific communication styles

Listen to nonverbal communication

nonverbal communication: Messages conveyed through means other than

words, for example, tone of voice, facial expressions, gestures, and body
language.

- Emphasis and tone of voice.

- Facial expressions.

- Body language, posture, and gestures

ask questions and paraphrase to ensure understanding

paraphrasing: Restating someone’s point in different words to ensure you

completely understand.

be aware of gender-specific communication styles

- women more often minimize the assertiveness of what they say by using
what linguists call hedges, hesitations, and tag questions

Evaluating

Evaluating: The process of critically reviewing your communication to

ensure it is complete, clear, concise, easy to understand, and error free.
Responding

- It lets the speaker know that you understand the point, and it initiates
the next step in the conversation.

2. How Can You Help Others Listen Well When You Speak?

six general speaking strategies that help listeners pay attention and
interpret your meaning effectively:

•Focus on your audience.

•Share the conversation.

•Use clear, concrete, unambiguous language.

•Support your message with good nonverbal communication.

•Avoid language that triggers a negative response.( use I language)

•Frame negative comments positively.( Start out positively and avoid the
word but, use and)

Slang:argo

3. How Can You Manage Interpersonal Conflict?

cognitive conflict: A conflict that results from differences in understanding

content or tasks. Working through a cognitive conflict often leads to better
decisions and work products.

affective conflict: A conflict that results from differences in personalities

and relationships. If affective conflicts remain unstated and unaddressed,
they can lead to tension, stress, and dysfunctional work processes.

- “Conflict resolution” implies that the conflict will go away.

- “conflict management” recognizes that some conflicts cannot be

resolved.

-first identify the cause of the conflict and then decide how to respond.

Identify The Cause Of The Conflict

Competing Goals

- People who collaborate may not always be motivated to achieve the

same goals.

Differences of opinion
- Even if people agree on a goal, they may have differences of opinion
about how to achieve it.

Faulty assumption

- They do not have all the information they need, and jump to conclusions.

Relational Issues

- sometimes people just don’t get along well, and they don’t work to
overcome their differences.

Ego Issues

- Ego conflicts threaten someone’s sense of professional identity or self-

image

Select An Appropriate Management Technique

Avoid confrontation: Deny the problem exists, change the topic, screen
your telephone calls, or avoid the person completely.

-you believe you have no chance of resolving the conflict and the conflict
does not interfere with productivity

Accommodate or give in: Allow the other person to have his or her own
way.

-you decide that your position was wrong. the conflict is trivial. you are
negotiating; sacrifice something less important to gain something you
want more. maintaining a harmonious relationship is more important than
the outcome of the issue.

Compete to win: Turn the conflict into a contest with a winner and loser,
often determined by a third party.

- a quick resolution is needed or demanded and compromise isn’t possible

Compromise: Approach the problem cooperatively so that all the parties
involved get something they want or can accept, but everyone also
sacrifices

-a quick resolution is needed or demanded. people have differences of

opinion or competing goals, and a compromise allows each to be partially
satisfied.

Collaborate: Work with all parties to determine the best possible solution.

- collaboration is possible.This is the best approach for managing complex

conflicts in the absence of pressing deadlines. Collaboration has the
benefit not only of providing a solution but also ensuring buy-in from all
parties and strengthening the relationships among people.

4.How Can You Improve Your Communication With People From Different
Cultures?

Culture: The learned and shared attitudes, values, and behaviors that
characterize a group of people.

- First, understand some of the key ways that cultures differ, and second,
develop

communication strategies that help you communicate with diverse groups.

Understand How Cultures Differ

Ethnocentrism: An inappropriate belief that your own culture is superior to

all others.

Stereotypes: Oversimplified images or generalizations of a group.

High Context Versus Low Context (Edward T. Hall)

-Low-context kültürlerde netlik, açıklık ve bireysellik ön plandayken,

-High-context kültürlerde örtük anlamlar, bağlam ve ilişkiler daha fazla
önem taşır.
Indivialism versus collectivism(Geert Hofstede)

individualistic culture: A culture that values an individual’s

achievements,satisfaction, and independent thinking

collectivist culture: A culture that puts the good of the group or

organization before people’s individual interests.

Power Distance(Hofstede)

power distance: A characteristic of cultures that describes how the culture

perceives inequality and authority.

Uncertainty Avoidance

uncertainty avoidance: A measure of how comfortable a culture is with

ambiguity, risk, and change.

Time Orientation(Edward T. Hall)

- monochronic culture: A culture that values punctuality and efficiency.

- polychronic culture: A culture that has a relaxed attitude toward time and
punctuality.

Develop Strategies That Help You Communicate With Diverse Groups

- Pay attention to the other person’s nonverbal communication and, when

appropriate, mirror it.

- Smile

- Be clear and concise

- Listen carefully

- Request feedback to ensure understanding.

- Exhibit formality and respect

5.How Can You Work Effectively As Part Of a Team?

Team: Two or more people who recognize and share a commitment to a

specific, common goal and who collaborate in their efforts to achieve that
goal.

Assemble An Effective Team

1. How big should my team be?

- Create teams of three to five people

- Appoint an odd number of people

- Break into subteams

2. What are the skills needed to complete this team project

effectively?

- Identify the work that needs to be done and the skills necessary for doing
it

3. Who has the time and resources to contribute effectively to the

team project?

- Ask colleagues with area expertise to join the team or to recommend a

substitute.

4. Who may be most interested in this topic (and therefore

motivated to participate)?

- Consider prior experience and professional development.

5. Who is easy to work with?

- Consider interpersonal skills as well as project-specific skills.

Agree on Team Goals And Standards

For a team to be successful, all team members need to agree on key

elements at the beginning of the project:

-goals

-expected results

-team standards

Pay Attention to Team Development And Dynamics

Bruce W. Tuckman

Forming: A stage of team development in which members get to know

each other.

Storming: A stage of team development in which teams experience

conflict and begin to confront differences.

Norming: A stage of team development in which team members learn how

to manage conflict and work with each other effectively.

Performing: A stage of team development in which team members work

collaboratively and achieve a high level of productivity

Teaming: The process of bringing people together for a short period of

time to solve a specific problem or complete a specific project.
Edmondson

Develop Good Leadership Practices

- An effective leader is the person who has the skills to motivate people,
manage work processes, and help the team succeed.

- Establish and maintain a vision of the future

- Create a supportive climate

- Delegate responsibility and assign tasks equitably.

- Establish a timeline

- Keep the project on track.

- Manage meetings effectively and encourage positive collaboration.

- Ensure effective decision making

- Resolve differences.

Plan for Effective Meetings

Agenda: A detailed plan or outline of the items to be discussed at a

meeting.
- Create an agenda.

- Distribute the agenda sufficiently in advance

- Assign someone to serve as a timekeeper during the meeting.

- Assign someone to serve as a note taker during the meeting

- Plan for follow-up

Be a Good Team Member

- Make a commitment to the team and its goals

- Create a collaborative working climate

- Support and encourage your teammates.

- Support team decisions

- Focus on continuous quality improvement.

• Subtle slights
Negative yet ambiguous comments, gestures, and behaviors—often
referred to as microaggressions

Microaggressions
Insulting comments or dismissive behaviors that can be either intentional
or unintentional

Face
In Chinese, Indian, and other collectivist cultures, “face” is the position or
standing that personal has in the eyes of others.