This document discusses communication in teams. It defines communication as the exchange of information between individuals through symbols, signs, or behaviors. It discusses various aspects of communication including listening, language, nonverbal cues, feedback, and barriers. It emphasizes the importance of effective communication, which includes clarity, using the appropriate channel, and building rapport between parties. It also examines different communication styles such as passive, aggressive, manipulative, assertive, and passive-aggressive and stresses the value of assertive communication.

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Communication in Teams
Ana Margarida Barata
abt@isep.ipp.pt

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PORTO: Best European destination in 2012

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COMMUNICATION
© Ana Barata

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What? listening
sounds
interaction
people
writing
message
behaviour sender channel
COMMUNICATION watching
words
rapport receiver
language feedback
design speaking
gestures
signs code
body language
symbols understanding
© Ana Barata

7. A Definition
Communication is a process by which information is exchanged
between individuals through a common system of symbols, signs or
behavior.
http://www.merriam-webster.com/dictionary/communication

8. Interpersonal Communication
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13. Communication_Barriers
Context Communication
Barriers
Sender MESSAGE Receiver
Code
Channel
Feedback

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Communication? channel failures
culture
people stereotypes
expectations
selective
lack of feedback
perception
prejudice BARRIERS
behaviour
background
different language
gossip noise
technology
tradition
different styles meaning
© Ana Barata

15. Communication_Barriers
Three types of barriers
 Personal Barriers – culture, different codes, bad physical and/or
psychological condition of those intervening in the communication
process, lack of listening habits...
 Physical Barriers – noises in the channel, distance between
sender and receiver, subway, cars honking…
 Semantic Barriers – when a word or expression has different
meanings, depending on the context.

16. EFFECTIVE
COMMUNICATION

17. Effective Communication
 Clarity of the message
 Appropriate communication channel
 Rapport between the sender and the receiver

18. Effective_Communication
The SENDER should:
The RECEIVER should:
 Always have in mind the
 Listen
purpose of the communication
 Show that he/she is
 Avoid using double meaning
listening
words
 Focus in the dialogue
 Adjust non-verbal language to
the verbal language he/she is  Express his/her views,
using arguments
 Consider the receiver’s  Make questions
framework/ cultural background  LISTEN...
 Check if the message has been
understood (ask for feedback)
 LISTEN...

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20. _Active Listening
Don’t use too much Use interjections
time to speak
Use non-verbal
Ask questions
language
Don’t interrupt Give Feedback

21. Communication_Behaviour Styles
 Passive
 Aggressive
 Manipulator
 Assertive
 Passive/Aggressive

22. What is your STYLE?
What type of COMMUNICATOR are
you?

23. TEST

24. ROLE-PLAY_Behaviour and Communication
In EachTeam
_tight schedule to present the work
_assign roles, create a difficulty
_decide on behaviour style of each character
(aggressive, passive, handler, assertive,
passive/aggressive)
_role play!

25. Communication_Styles
Briefly, we may consider that…
 There are some performance styles and they consist in different
manners of approaching the interpersonal relationship.
 Everyone has characteristics of every style but there is one that
prevails.
 The effectiveness of a style will depend on the situation it is
applied in.
 Always using the same style of communication regardless of the
situation favours interpersonal problems.

26. _Assertive Style
 Objective and clear
 Doesn’t allow anyone to take advantage of him/her
 Comfortable with face-to-face contact
 Is honest about himself and the others
 Tries to establish realistic compromises when there
is disagreement
 Establishes reliable relationships

27. 3 steps for being ASSERTIVE
Step 1: Listen and show your are understanding
Step 2: Describe the facts
Step 3: Say clearly what you think and feel

28. _It is ESSENTIAL to…
Pay attention to your attitudes…
 Posture, voice tone, body language, how you deal
with your co-workers …
 Believe in what you say and do (show conviction)
 Be serious about what you do or not
 THINK about what you say and do
… Show that you can be trusted!

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30. “You can accomplish nothing unless you
communicate effectively.”
Professor John Kotter
(Harvard Business School)

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HAVE FUN!