建立团队信任(英文版)

1、Report on Team trustCommunication6 January , 2011Table of ContentsExecutive Summary 1Backgrounds 2Finding 31. Communication 32. Communication Structure 33. Communication Skills 33.1 Communication barriers 43.2 Effective Listening Skills 53.3 Speaking 63.4 Feedback 8Conclusion 9Reference 10Executive

2、SummaryDeveloping, maintaining and improving the Team's trust and support of peers and colleagues, focusing on these aspects: Roles Tasks Supportive relationships Individual needs Contribution of others Interpersonal communication Cultural valuesMost managers spend 75-90 per cent of their time i

3、n one of the four communication modes (writing, reading, speaking, listening, so you would think theyd be good at it. Yet poor communication is at the bottom of most misunderstandings and problems, minor and major. Whether face-to-face or in writing, it is important to be clear about your purpose. T

4、hen you can structure your information and present it clearly and persuasively. The better you will manage.(Communication is one of the aspects of developing, maintaining and improving the Teams trust, and support of peers and colleagues. This report is to introduce the importance of communication i

5、n the team through the structure of communication, communication skills/processes and some attention points. BackgroundsMichael Ridley is a qualified pathologist and has recently joined Pacific Pathology, a small privately-owned pathology laboratory in the city. It is a well-equipped, forward-lookin

6、g establishment which is growing each year. Its list of clients is impressive and ever-expanding. The firm is probably a bit understaffed, particularly in regard to support staff such as clerical and office personnel. The laboratory has the latest equipment but is a bit cramped. Michael's duties

7、 involve analysing specimens according to a work schedule, recording the results and maintaining your work station clean and functioning. Dr Langshaw is the owner/manager but he is seldom seen in the laboratory. He spends most of his time arranging contracts and finance. The most senior pathologist,

8、 June Stanton, has a high standard of work. She is very meticulous, works long hours and expects others to have the same drive and diligence. The current work schedule is devised by June.Michael will be required to work with the following people:June: Aged 41, Female, British-born, married. She has

9、been working here for 12 years, supervisor of laboratory section. Most of the time she will work with Michael in the same room, but she has her own office also. She has two children at school.Stan: Aged 33, macho Male, Australian, divorced. Follows rugby league, he has been with the firm for five ye

10、ars. Do a Computer operator works in an office just off the laboratory.Lu Chin: Aged 24, Female, born and trained in Hong Kong, unmarried. Eight months with this firm. Performs the same range of functions as Michael and works in the same room.Tracy: Aged 19, Female, Australian. Two years with this f

11、irm as a records clerk and works in the office down the hall.Bruce: Aged 47, Male, born in New Zealand, a self-declared 'gay'. Six years with this firm as a nursing sister. Works out of the surgery or on calls and collects specimens for analysis by laboratory staff.Finding1. Communication Co

12、mmunicating is central to managing. You need to be able to give good information: explain the goals to be achieved and the work to be done, discuss who will do it, show employees how it should be done, and so on. The other side of the coin is gathering good information: skilful listening, questionin

13、g and observing to uncover peoples feelings, thoughts, motivations, ideas and opinions. Without this, you cant improve anything, solve any problems or make decisions.Communicating is central to organizations. Good communication can unite a group of employees and help them work as a team, and it can

14、also weld the various parts of an organization together into an enterprising, efficient and effective whole.( Cole,20102. Communication Structure3. Communication SkillsInterpersonal communication is the core of establishing a team. But sometimes we have probably experienced that successful communica

15、tion does not always take place when people talk. So the communication process is a problem. A message needs to be transmitted clearly and decoded, or interpreted, correctly. True communication involves the transfer of information and understanding from one person (or group to another. It is success

16、ful only when the receiver understands it in the way the sender intended.For messages to be transmitted clearly, we need to be encoded accurately; this applies to words and other symbols and, if communication is face-to-face, body language. Also, the multitude of barriers that are always present mus

17、t be overcome.3.1 Communication barriersEffective communication involves the transmission of an idea from a sender to a receiver without a change of meaning. Communication barriers disrupt the flow of information and waste time, money and goodwill. They cause output to fall, teamwork to break down a

18、nd morale to drop.Here are the top ten communication barriers that managers face. Recognizing and overcoming them will help us become a more effective communicator and a better manager. Language Perceptions, prejudice and stereotyping Self-image Status Incongruity Individual factors Environmental ba

19、rriers Time and timing Message complexity and quantity ListeningThree rules of common barriers to handle interpersonal communication: Change event Change others Change yourself3.2 Effective Listening SkillsPercent of communication behaviorMost of us spend about 35 per cent of our days talking and 40

20、 per cent listening. We probably do more listening than just about any other human activity except breathing. But how well do we listen?True listening is one of the greatest compliments we can pay a person.True listening is about trying to understand how other people see things and what the real mea

21、ning of their message is. It is hard work. If you dont believe that, consider this: when we listen hard, with concentration, with our eyes and hearts and mind as well as well as our ears, our bodies undergo certain specific physiological changes. Our blood pressure, body temperature and pulse rate a

22、ll run a marathon.Listening well doesnt just take energy. It takes determination, patience and practice. When we are really listening, our body language will show the speaker that we are truly paying attention. To listen well, you need a genuine desire to build empathy and understanding. It may be h

23、ard, and it certainly requires effort and practice, but the results are well worth it.How to listen effectively? There are some listening skills to improve: (TSIC,2010 Repeat the words ( just words, not feelings Re-organize content ( capsule in your own words by your meaning Reflects the feelings (

24、understanding in-depth, through your own words, body language to express feelingsBarriers to listeningAlso there are some barriers in the listening, they are as follow: Recommended (to give suggestions, advice and solutions to this problem Inquire ( to ask questions in your point of view and motivat

25、ion Interpretation ( to interpret other people's behavior with your own experience,  and try to guess their ideas and mind Assessment ( to judge, and agree or disagree 3.3 SpeakingEnvironmental Analysis: The speaker sends a message to another person or group. The signal must pass through ph

26、ysical and environmental barriers such as noise or distance, which make it more difficult to receive. It must also penetrate barriers within the receiver, who will sift, sort and often distort the message based on their understanding and interpretation of the signals, their previous experience and t

27、heir mind-sets and existing beliefs. Will the communication succeed? It depends on how successfully both sender and receiver can overcome the external and internal barriers.The elements of environmental barriers in communication: Listeners dislocation Channel dislocation Place dislocation Internal a

28、nd external confusionThe impact on the attitude of the audience saidIf the speaker had a higher prestige in the audience, listeners tend to love the personality speaker's contents. Sometimes, even if they are not interested in the speech content, but also give the attitude of enthusiastic cooper

29、ation to speaker's prestige. There are three different attitude of the audience said:朗读显示对应的拉丁字符的拼音 The supportive attitude Neutral The hostile attitude Effective Speaking PointsSpeaking is a skill, it is an art. One right sentence can change a person's fate. A word inappropriate can destroy

30、 a person's life. Effective speaking make you work successful in the social. There are some effective speaking skills: Think about other peoples mood Accurate, concise and complete description Emphasis Consistent with the body language Check the level of understanding constantly Establish the en

31、vironment of trust Sometimes we will meet the time and place that is not effective speaking. There are some points need to attention: Not ready yet Inappropriate expression Pay no attention to audience reaction Wrong time and place Wrong body language Not interested in the content “I” Speaking is a

32、science. People can not always themselves when they are talking. Someone talks to himself/herself that does not feel tired, who is too narcissistic or too inferior. As a normal individual, it is important to learn how to speak a required course for all life. But nobody teach us the course that it ma

33、ke the conversation specifically between people comfortable. We just learn how to pronounce, and how to maintain native speaking fluent speech.(Cai,2010The most frequent sentence is “I” from our mouth when we are talking. I think, I feel, I consider, I just, etc. There are three steps when you are t

34、alking “I”. First step: Describes the behavior of the others (neutral Second step: Describes the influence for me Third step: Describes my feeling3.4 FeedbackView of JOHARIIn the communication process, the final step is feedback. What is feedback? Feedback is the communication of information returne

35、d that both sides expect. I'll give you information, and you also give me feedback.Feedback is a human doing or saying. The information is intended to change behavior or reinforce. (ICR, 2010 For others needs The feedback should be clear, specific and provide examples More positive and construct

36、ive feedback To seize the opportunity For thing instead of person Consider other's acceptance Listen, do not interrupt To avoid self-defense Ask questions Summarizes the information received Show others your action Try to understand their purposeConclusionTrust is efficient, the core of the team together. Without trust, team work out of the question and there can be no a team spirit. Trust is mutual, for the team members and win the trust while the trust others from focusing on th