Thursday Team-Building & Communication Styles Employee Relations II BUS 208 Employee Relation s Spring 2006 “Get ready for a wild ride…” One person can’t it all in today’s complex workplace That’s why employers want and need people who can work in teams Working Together and Good Communication When working together the biggest problems are caused by ineffective or poor communication Focusing on positive communication is a key to good employee relations For the manager this means understanding the elements of: I Intercultural Communication II Non-Verbal Communication III Listening Skills IV Communication Styles Understanding Culture Culture is a shared system of  symbols  beliefs  attitudes  values  expectations  behaviors Understanding Subcultures • Subcultures are cultural groups that exist within a major culture • An individual belongs to many subcultures – Ethnic – Religious – Social – Professional Cultural Differences Can Have an Impact on Communication • • • • • • • • Social values and customs Roles and status Decision-making customs Concepts of time and personal space Cultural context Body language Social behavior and manners Legal and ethical behavior Cultural Context  High Context:  Low Context: - When people rely less on verbal communication and more on nonverbal and environmental cues… - When people rely heavily on verbal communication rather than nonverbal communication or environmental cues Practicing Good Intercultural Communication Skills Withhold judgment Show respect Empathize Tolerate ambiguity Recognize your own cultural biases  Emphasize common ground  Send clear messages  Learn when to be direct      Intercultural Communication Challenges • Language barriers – Vocabulary and pronunciation – Inflection or volume – Idiomatic expressions – Body language • Ethnocentric reactions – Judging according to one’s standards – Ignoring cultural distinctions – Assuming others react as you – Stereotyping Non-Verbal Communication “Actions Speak Louder than Words” But the meaning of nonverbal communication lies with the observer… Six Varieties of Nonverbal Behavior  Facial expressions and eye behavior  Gestures and postures  Vocal characteristics  Personal appearance  Touching behavior  Use of time and space How to Improve Your Non-Verbal Skills  Smile genuinely  Be aware of false nonverbal clues  Keep appropriate distance  Respect status with your eyes  Adopt a handshake that matches you The Art of Listening Listening is a skill that everyone should improve Listening can separate the okay managers and employees from the great ones It makes a huge difference in understanding the needs of our customers - internal and external It is a good habit that can be exercised and improved Listening in Management Skills • Use Active Listening Skills • Understand the difference between facts & feelings • Speak congruently with your body language • Show signals that you are listening • Mirror - Show that you understand feelings, a method to let people know you care • Paraphrase, but don’t be a parrot Are You A Good Listener? • When are you the best at listening? • How you compensate for your weaknesses? • What are your barriers to good listening? How to Improve Listening • • • • • • • • Use nonverbal communication Be audience-centered Listen for and review key points Remain objective Anticipate Limit note taking Evaluate content, not speaker Paraphrase and provide feedback Working in Groups Four Phases of Group DecisionMaking Orientation Conflict Emergence Reinforcement Role of Meeting Leader • Encourages participation • Arranges recording and distribution of minutes • Keeps participants focused • Balances participants’ input • Summarizes progress Steps in Planning a Meeting • Decide on purpose • Select participants, time, location • Prepare agenda – Use informative phrasing – Distribute in advance – Answer key questions Holding Effective Meetings Ask “Why” are we here Make sure the purpose of the meeting is clearly defined Start on Time Set the Ground Rules Use the “future file” or “parking lot” Keep to the Agenda Wrap it up and summarize at the end! Resolving Conflict • Possible outcome • Win-Win assumptions – Win-Lose – Lose-Lose – Win-Win – Mutual satisfaction possible – Parties willing to cooperate – Parties can be trusted – No pulling rank How to Overcome Resistance  Express understanding  Remain calm  Respect cultural differences  Create awareness of resistance  Be objective  Encourage candor ... communication is a key to good employee relations For the manager this means understanding the elements of: I Intercultural Communication II Non-Verbal Communication III Listening Skills IV Communication. .. why employers want and need people who can work in teams Working Together and Good Communication When working together the biggest problems are caused by ineffective or poor communication Focusing... Impact on Communication • • • • • • • • Social values and customs Roles and status Decision-making customs Concepts of time and personal space Cultural context Body language Social behavior and manners