Module 1: Group Work Theories
PART I: Verbal Skills
“Communication isn’t as simple as saying what you mean. How you say what you mean is crucial, and differs from one person to the next, because using language is learned social behavior: How we talk and listen are deeply influenced by cultural experience” Deborah Tannen (1995, n.p.).
In Team Talk (1996), Anne Donnellon admits that teamwork is challenging. Teams function at the crossroads of “diversity and interdependence” (Donnellon, 1996, p. ix), a space perhaps more challenging in educational or professional environments than in sports or manual labour where teamwork is more obviously required.
Donnellon’s (1996) book explores “the effects of language and culture on group work” (p. ix), noting that effective group members rely on a combination of verbal and nonverbal communication. She states: “Talk plays… powerful roles in teamwork. Talk reflects people’s thoughts, feelings, even those we’d like to hide. It creates thoughts and feelings in the listeners (and sometimes in the speaker). Talk enhances or inhibits relationships, problem solving, and learning, among other things” (Donnellon, 1996, p. 6).
By recording and analyzing team talk in professional environments, Donnellon (1996) was able to break down the Dimensions of Team Talk into six categories:
| 1. Identification | Use predominantly plural pronouns; don’t overuse “I” statements; use “you” for positive reinforcement, rather than to criticize |
| 2. Interdependence | Use collective language; emphasize plural pronouns like “we” or “us” |
| 3. Minimal power differentiation | Use considerate language; avoid asserting power dynamics, even if you are the team leader; consider everyone an equal partner and team member unless there is need to assert authority or cast a deciding vote |
| 4. Social equality | Use casual informal language; use first names, rather than more formal terms of address |
| 5. Conflict management | Use collaborative language; name own one’s emotions, as in “I’m upset,” rather than blaming another group member with statements like “you make me angry” |
| 6. Negotiation | Use “what if…” phrases to test alternative possibilities; try to negotiate win-win options, rather than having one individual’s ideas dominate the discourse |
Additional questions for assessing the six Dimensions of Team Talk are available on the Team Talk Audit Form (n.d).
Anyone who works with words understands that language and word-choice are incredibly important and can also be challenging. Clarity and conciseness are key, but may be difficult to achieve, especially in spontaneous spoken language or if frustrations are flaring. Common issues with language include:
| Abstract words | For example, stating “Salman’s behaviour was disruptive” doesn’t explain how it was disruptive or whether it was disruptive in a positive or negative manner. |
| Bypassing | This is a form of miscommunication when a communicator’s intended meaning misses the recipient’s understanding. For example, in saying, “Survey your employees about the new email system” a manager’s intended meaning might be to informally ask employees for feedback; however, it could also be construed as creating a formal online survey. |
| Offensive language | While this can mean overtly demeaning or slanderous language, it also includes more subtle forms of offence, such as using exclusive language. For example, terminology like Chairman assumes the position is held exclusively by a man, rather than the more inclusive term Chairperson. |
| Jargon | This is a technical language used by professionals of any type, often to the exclusion of those outside the given professional sphere. For example, legal or medical jargon is the technical language of these professions and is often inaccessible to those without this specialized education. Similar problems occur with mechanics, plumbers, or electricians. While the technical jargon of a given profession may exclude the general public, it is helpful during conversations with others in the same field. |
Cultural differences are also reflected in language differences; people from different cultural backgrounds may think and behave differently. For instance, culture impacts preferences for the level of formality in discourse, physical distance from others, as well as eye contact. Understand that different cultural preferences are merely differences; one isn’t better than another.
