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Chapter 10

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Empowering Associates through
Teamwork and Communication
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Empowering Employees
 Empowerment—giving
employees authority and
responsibility to make
decisions about their work
without traditional managerial
approval and control.
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Empowering Employees
 Sharing Information
 Effective empowerment means keeping employees
informed about the company’s:


Financial performance
Business environment
 Sharing Decision-Making Authority
 Employees given more authority and responsibility

Making decisions that implement a firm’s vision and
competitive strategy
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Empowering Employees
 Linking Rewards to Company Performance
 Reward employees for contributing desirable ideas and
actions
 Make sure employees understand how their individual
actions affect profits


Employee Stock Ownership Plans
Stock Options
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Teamwork
 Teamwork—cooperative effort by a group of
workers acting together for a common cause.
 What is a Team?
A group of employees with certain skills who are
committed to a common purpose, approach, and
set of performance goals.
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
10-5
 Five Types of Teams
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Team Characteristics
 Team Size
 Can range from 2 to 150 people
 Research indicates maximum results with
about 6-7 people
 Team level
 Team diversity
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
 Team Member Roles
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Team Characteristics
 Teamwork in Small Organizations
 Small companies can benefit from teamwork
 In fact, small firms may function as teams
 Owner-manager can cultivate the characteristics of
successful teams
 Concept of teamwork also applies to entrepreneurs
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
 Stages of Team Development
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Team Characteristics
 Team Conflict
 Cognitive conflict- disagreement that focuses on
problem and issue related differences of opinion.
 Affective conflict- disagreement that focuses on
individual or personal issues.
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
The Importance of Effective Communication
 The Process of Communication
 Communication—meaningful exchange of
information through messages.

Communication skills are important throughout an
organization
 The Communication Process
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
 Forms of Communication
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
The Importance of Effective Communication
 Basic Forms of Communication
 Oral Communication

Listening—skill of receiving a message and interpreting
its intended meaning by grasping the facts and feelings it
conveys.
 Cynical listening
 Offensive listening
 Polite listening
 Active listening
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
The Importance of Effective Communication
 Basic Forms of Communication
 Written Communication- channels for written
communication include reports, letters, memos,
online discussion boards and social media, e-mails
and text messages.
 Formal Communication- flow within the chain of
command.
 Informal Communication

Grapevine—internal information channel that
passes information from unofficial sources.
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
The Importance of Effective Communication
 Basic Forms of Communication
 Verbal communication—communication that conveys
meaning through words
 Nonverbal communication—transmits messages
through actions and behaviors
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Communication
 Internal communication
 system that sends messages through channels within
an organization.
 External Communication
 meaningful exchange of information through
messages transmitted between an organization and
its major audiences.
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
International Business Communication
 Can be a special challenge
 Appropriateness depends in part on an accurate
translation that conveys the intended nuances of
meaning
 Low-context cultures tend to rely on explicitly
written and verbal messages
 High-context cultures – such as those of Japan,
Latin American, and India – depend not only on
the message itself, but also the conditions that
surround it
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved.
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