Communication and Teambuilding

1. AMERICAN PHARMACISTS ASSOCIATION
Communication and
Team Building
Facilitated by
Patrick Patrong, BSE, MCRP, M.Div.
Patrong Enterprises, Inc.

2. Interpersonal communication is
a primary skill needed to be
successful in working with others
Communication Skills
This session focuses on the verbal
and non-verbal communication
techniques when in the role of the
speaker and the listener

3. Communication is critical skills
in your job and your life
Communication involves a
speaker and a listener
Communication Basics
Communication is only complete
when the message is understood
Communication involves verbal
and non-verbal aspects
Communication is about
relationships, and relationships are
all about 2-way communication
.

4. The way that you communicate
can help to build relationships on
trust and honesty, or it can tear
down trust and cause blame
Workplace Communication
Three elements of communication:
Verbal is the message itself, actual words
Vocal is the tone, volume, speed, etc. of
the voice that carries those words
Visual is the delivery of the words, what
people see in your face and body
language when you speak

5. Verbal, Vocal, and Visual
Visual Visual Vocal
Visual 54%
Vocal 38%

6. Use words familiar to the listener
Keep it simple and don’t use slang,
technical terms, or acronyms that
will not be understood
Verbal = Words
The words you speak create your
work environment, and build
relationships with colleagues and
supervisors to get the desired results

7. The Vocal element, or the aspects
of the voice that carries the words
- how you say - what you say
Vocal = Voice
 Tone of voice
 Pitch of voice
 Inflections used
• Volume at which you speak
• Emphasis on certain words
• Speed of the words you speak

8. Visual refers to what people
see in your face and body
language when you speak
Visual = Delivery
This is referred to as Non-
Verbal Communication,
or the message you
portray without speaking

9. Eye Contact: Eye contact is the most
important non-verbal skill and a very
powerful means of communicating
Non-verbal Communication
Body Language: Your body
language, when you speak to
your employees, will speak
louder than your words

10. Facial Expression: Facial Expressions
also convey how you are feeling
about the speaker and what they
are saying
Gestures: Your gestures also show your
emotions. If you are talking to a colleague,
watch those nervous gestures that would
indicate annoyance, irritation, or disinterest
Non-verbal Communication

11. Gestures: Your gestures also show
your emotions. If you are talking to
an employee, watch those nervous
gestures that would indicate
annoyance, irritation, or disinterest
Posture: Watch your posture
when you communicate. If
you stand tall or sit up straight,
it usually indicates confidence
Non-verbal Communication

12. S

13. 1. Include a greeting in the beginning
and end with a thank you
2. Make the subject line of your
message meaningful
Email Communication
3. Mark your message urgent only if it is
really urgent
4. Mention any attachments included
in your email, in your message

14. 5. State the purpose of your email
in the first couple of sentences
6. Use bullets or numbering to
make email easier to read
Email Communication
7. Be wary of the formatting features
(bolds, colors, and underlines)
8. Highlight the expected action for
the recipient to end your message

15. 9. Read your message out loud before you
hit the send button
10. When all else fails, pick up the phone
.
Email Communication

16. 1. Reformat your forwards
2. Change the subject line when
the topic has changed
E-mail Courtesies
3. Cut off trailing previous
messages
4. Resist chain letters
5. Respect other people's
privacy

17. 6. Don't spam
7. Do not shout
8. Do not flame, overreact, or
erase too quickly and without
sufficient thought
E-mail Courtesies
9. Be patient when
expecting a reply
10. Recognize that not
everyone wants to
receive everything
that you find funny

18. T .
S
T .

19. T .
S
T .

20. T .
S
T .

21. A team is a group of
individual employees
working together for
a common purpose,
who must rely on
each other to
achieve mutually
defined results
What is a Team?

22. There must be an
awareness of unity
Must have a
chance to
contribute, learn
from and work with
others
Must act together
toward a common
goal
Characteristics of a Team

23. Ask for help: – let
others come
through
Felt ownership: –
allow planning,
input and some
decision making
Match jobs with
expertise: – break
jobs into pieces
and assign experts
Building Team Trust

24. • Teams are powerful
• Teams benefit by
member’s diverse
backgrounds,
experience and styles
• Your weakness is another
team members strength
Membership Has Privileges

25. Who Moved My Cheese
•Four Characters
• Hem and Haw
• Sniff and Scurry
•Two Systems
 Cheese
 Maze
http://www.youtube.com/watch?v=P4Mb-
x8UWRA

26. Who Moved My Cheese
•Four Characters
• Hem - Haw
• Sniff - Scurry
•Two Systems
• Cheese
• Maze
 What Went
Wrong
 What Worked
Well

27. • Ask for help: – let others come through
• Felt ownership: – allow planning, input and
some decision making
• Match jobs with expertise: – break jobs into
pieces and assign experts
Building Team Trust

28. • Clearly stated objectives
• Mutually supportive
• Recognize a team’s needs
• Shared responsibility
• Open Communication
• Bridge the gap: Formal & Informal
Effective Teamwork Strategies

29. • Encourage team
members to suggest
solutions to problems
• Let team members tell
you things you may
not want to hear
• The team sets the
standards
• Show co-workers
where they fit in the
system
• Hold frequent
planning meetings
with team members
• Set goals with your
team members
Productive Team - 6 Steps

30. • The tendency for individuals to
expend less effort when working
collectively than when working
individually.
Social Loafing

31. • Make individual contributions
identifiable
• Make individuals feel they are
making a valuable contribution
Ways to Reduce Social Loafing:
• Evaluate team and individual
contributions
• Have members evaluate each
others’ contribution

32. Commitment: Do team members
want to participate on the team?
WIIFM: Do team members perceive
their service as valuable?
Challenges of Being on a Team
Resolving Conflict: Finding
productive ways to deal
with our differences

33. • Communicate
effectively
• Be supportive
• Be open to others
Team Sensitivity

34. 1. Forming
2. Storming
3. Norming
4. Performing
5. Adjourning
Team Lifecycle

35. Typical Actions
• Team member introductions
• State why they were chosen
or volunteered for the team
• State what they hope to
accomplish within the team
Forming
• Members explore boundaries
of acceptable behavior
• Transition from individual to
member status
• Testing the leader's guidance
both formally & informally

36. Typical Actions
Transition from the "As-Is" to the "To-Be”
Members emphasis own ideas about team process
Personal agendas become important
Realization that tasks that are ahead are different
and more difficult than they previously imagined.
Impatient about lack of progress
Rely solely on their personal and professional
experience
Resist collaborating with most other team members
Storming

37. Members reconcile competing
loyalties and responsibilities
Emotional conflict is reduced
Transition to cooperative
relationships
Norming
Members reconcile
competing loyalties and
responsibilities
Transition from competitive
to cooperative relationships
Accept ground rules, roles,
and the individuality

38. Typical Actions
Team settled its relationships
and expectations
Begin performing by diagnosing,
problem solving, and
implementing changes
Discovered and accepted
other's strengths and weakness
Learned what their roles are
Performing

39. Typical Actions
• Team briefs and shares the
improved process during the
this phase
• Bittersweet sense of
accomplishment
• Reluctance to say good-bye
Adjourning

40. “Coming together is a beginning.
Keeping together is progress.
Working together is success.”
- Henry Ford
The Beginning