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Copyright © 2015 Cengage Learning
Chapter 3
Interpersonal
Communication Skills
Interpersonal Communication Skills
Nonverbal
Listening
Copyright © 2015 Cengage Learning
Voice and
Text
Social Media
Meetings
2
Interpersonal Communication Skills
Nonverbal
Listening
Copyright © 2015 Cengage Learning
Voice and
Text
Social Media
Meetings
3
Nonverbal Communication
Body Movement
Physical Appearance
PETER BERNIK/SHUTTERSTOCK.COM
Voice Qualities
Touch
YURI ARCURS/FOTOLIA
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Time
Space and Territory
Nonverbal
|
Listening
|
Social Media
|
Voice and Text
|
Meetings
4
Tone of Voice
What’s the difference
between these messages?
1. Listen to example 1
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2. Listen to example 2
Nonverbal
|
Listening
|
Happy/Pleased (It’s great
that you finished on time—
you’re a pro!)
Unhappy/Displeased (It’s too
bad that you finished on time.
We wanted to delay this
project as long as possible.)
Social Media
|
Voice and Text
|
Meetings
Business Communication at a Distance
Casual Zone
Social Zone
Intimate Zone
Public Zone
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1 ½’
4’
12’
WAVEBREAKMEDIA LTD/ISTOCKPHOTO.COM
Nonverbal
|
Listening
DISTANCE (feet)
|
Social Media
|
Voice and Text
|
Meetings
6
Interpersonal Communication Skills
Nonverbal
Listening
Copyright © 2015 Cengage Learning
Voice and
Text
Social Media
Meetings
7
How Listening Improves Business
Nonverbal
• Problem solving
• Product and
service design
• Accuracy of
communication
• Understanding
about new tasks
• Frequency of
sharing information
|
Listening
|
Social Media
Relationships
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Tasks
In your experience, how have you seen listening
improve tasks and relationships?
|
• Interpersonal trust
• Customer service
and loyalty
• Employee
commitment and
morale
• Timely feedback
• Perceptions of
integrity
Voice and Text
|
Meetings
8
Copyright © 2015 Cengage Learning
Keys to Better Listening
What are your
biggest barriers
to listening,
and how can
you overcome
them?
Give the
speaker your
undivided
attention
Stay openminded
Don’t interrupt
Involve yourself
Nonverbal
|
Listening
|
Social Media
|
Voice and Text
|
Meetings
Three Ways to Respond to an Upset Employee
Sender
Receiver
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What would you say?
“I’ll have to
miss the
meeting
tomorrow
because my
son is in
hospital.”
Repeat
Listen to example
Listen to example
Paraphrase
What would you say?
Reflect
What would you say?
Listen to example
Nonverbal
|
Listening
|
Social Media
|
Voice and Text
|
Meetings
10
Interpersonal Communication Skills
Nonverbal
Listening
Copyright © 2015 Cengage Learning
Voice and
Text
Social Media
Meetings
11
Engaging Employees Online
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Intranets offer
opportunities to
engage and listen to
employees
Nonverbal
|
Listening
|
Social Media
Employees can give
feedback about
products,
organizational
change, and
management
|
Voice and Text
|
Meetings
Interpersonal Communication Skills
Nonverbal
Listening
Copyright © 2015 Cengage Learning
Voice and
Text
Social Media
Meetings
13
Voice and Text Communication
Office Phone
Smartphone
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Text Messaging
Voice over IP (VoIP)
Nonverbal
|
Listening
|
Social Media
|
Voice and Text
|
Meetings
14
Voice Messages: Examples
Outgoing Voice
Message
Listen to example
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Voice Mail Message
Listen to example
Nonverbal
|
Listening
|
Social Media
|
Voice and Text
|
Meetings
Interpersonal Communication Skills
Nonverbal
Listening
Copyright © 2015 Cengage Learning
Voice and
Text
Social Media
Meetings
16
Which Meeting Format Is Best?
Web-based
meetings
using a
service
such as
WebEx
In-person
meetings
for any
number of
people
Online Meetings
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Face-to-Face Meetings
Video-based
meetings
using
smartphones,
desktop
programs, or
dedicated
services
Audio
conference
calls for
people in
two or more
locations
Videoconferences
Conference Calls
Nonverbal
|
Listening
|
Social Media
|
Voice and Text
|
Meetings
17
How to Plan a Meeting
Determine
whether a
meeting is
necessary
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Identify
your
purpose
Nonverbal
|
Listening
Decide
who
should
attend
|
Social Media
Prepare
an
agenda
|
Voice and Text
Arrange
logistics
|
Meetings
18
Facilitating a Meeting
How would you handle these situations?
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One participant tells a
funny story during the
meeting, and everyone
laughs.
You try to start the
meeting, but two
participants won’t stop
talking to each other.
A participant is on his or
her smartphone during an
important discussion.
Nonverbal
|
Listening
|
Social Media
|
Voice and Text
|
Meetings
Participating in Meetings
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All Meetings
Virtual Meetings
 Arrive on time and prepared.
 Practice with the technology.
 Don’t bring food.
 Avoid loud plaid or striped clothing.
 Turn off your smartphone.
 Log on a minute or two early.
 Introduce yourself to new
people.
 Minimize background noises.
 Avoid side conversations.
 Mute your phone when you’re not
speaking.
 Participate fully.
 Avoid multitasking.
 Don’t interrupt others.
 Allow a little extra time before you
speak, and state your name.
 Stay focused and engaged.
 Support others’ comments.
 Speak and act naturally.
 Disagree respectfully.
Nonverbal
|
Listening
|
Social Media
|
Voice and Text
|
Meetings
20