11
4
Teamwork and Problem-Solving
Skills 70
Changing Nature of the
Workplace 72
Teams in the Workplace 74
Pros and Cons of the Team Approach 74
Role of the Team in the Workplace 75
Stages of Team Development 76
Characteristics of an Effective
Team 77
Shares Leadership 78
Rotates Team Roles 78
Stays Focused 78
Works for the Common Good 79
Problem Solving 80
Steps in Problem Solving 81
Aids to Problem Solving 85
Managing Confl ict 87
Know When to Intervene 87
Address the Confl ict 88
Identify the Source and Importance of the
Confl ict 88
Identify Possible Solutions 89
Develop an Acceptable Solution 89
Implement and Evaluate 89
Case
Pit Crews Are Team Players 80
Case
Sharika’s Job Gets Diffi cult 84
Extend Your Knowledge
Success Brings Confi dence 85
Go Green 89
5
Communicating on the Job 92
Effective Communication 94
Listening Skills 95
Reading and Comprehension Skills 96
Writing and Keyboarding Skills 98
Business Letters 99
Parts of a Business Letter 100
Types of Business Letters 103
Appearance of a Business Letter 105
Appearance of a Business Envelope 105
Memos 107
Parts of a Memo 107
Appearance of a Memo 108
Business Reports 108
Nonverbal Communication 109
Speaking Skills 109
Talking on the Phone 110
Speaking to a Group 112
Communication Technology 113
Voice Mail 114
Cell Phones 114
Pagers 114
Headsets 115
Teleconferencing and Videoconferencing 115
Informal Communication
Channels 116
Commuting 116
Shift Changes 117
Work Breaks 117
Case
Are You Listening, Quentin? 97
Case
The Telephone Puzzle 111
Extend Your Knowledge
Accurate Keyboarding Is a Job Skill 99
Ethics
Intellectual Property 103
Part 2 Part 2
Skills for Success Skills for Success