Communicating in Business for Undergraduate Students

lecture slides

1. Copyright © 2013 Cengage Learning
8e
COMMUNICATING IN
BUSINESS
Chapter 3
Interpersonal Communication

2. Copyright © 2013 Cengage Learning
Interpersonal Communication Skills
NonverbalListeningSocial Media
Voice and TextMeetings

3. Copyright © 2013 Cengage Learning
Interpersonal Communication Skills
NonverbalListeningSocial Media
Voice and TextMeetings

4. Copyright ©
2013
Cengage Learning
Nonverbal| Listening | Social Media | Voice and Text | Meetings
Nonverbal Communication
Body Movement
Physical Appearance
Voice Qualities
Time
Touch
Space and Territory

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Cengage Learning
Nonverbal| Listening | Social Media | Voice and Text | Meetings
Tone of Voice
What’s the difference
between these messages?
1.Listen to example 1
2.Listen to example 2
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.)

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Cengage Learning
Nonverbal| Listening | Social Media | Voice and Text | Meetings
Business Communication at a Distance
Public Zone
Social ZoneCasual Zone
4’12’1 ½’
DISTANCE (feet)
Intimate Zone

7. Copyright © 2013 Cengage Learning
Interpersonal Communication Skills
NonverbalListeningSocial Media
Voice and TextMeetings

8. Copyright ©
2013
Cengage Learning
Nonverbal | Listening| Social Media | Voice and Text | Meetings
How Listening Improves Business
Tasks
•Problem solving
•Product and service
design
•Accuracy of
communication
•Understanding about
new tasks
•Frequency of sharing
information
Relationships
•Interpersonal trust
•Customer service and
loyalty
•Employee commitment
and morale
•Timely feedback
•Perceptions of integrity
In your experience, how have you seen listening
improve tasks and relationships?

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Cengage Learning
Nonverbal | Listening| Social Media | Voice and Text | Meetings
Keys to Better Listening
Give the speaker
your undivided
attention
Stay open-
minded
Don’t interruptInvolve yourself
What are your
biggest barriers to
listening,
and how can you
overcome them?

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2013
Cengage Learning
Nonverbal | Listening| Social Media | Voice and Text | Meetings
Three Ways to Respond to an Upset Employee
ReceiverSender
Repeat
Para-
phrase
Reflect
“I’ll have to miss
the meeting
tomorrow
because my son
is in hospital.”
What would you say?
Listen to example
What would you say?
Listen to example
What would you say?
Listen to example

11. Copyright © 2013 Cengage Learning
Interpersonal Communication Skills
NonverbalListeningSocial Media
Voice and TextMeetings

12. Copyright ©
2013
Cengage Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Listening to Customers Online: Example
During uprisings in Egypt, fashion designer Kenneth
Cole offended people with his tweets…
…but he responded to complaints
and online parodies and recovered quickly.
Read the story
on BizCom in
the News.

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Cengage Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Customer Engagement Online

14. The Seven Stages of Committing
a Social Media Sin
Adapted from Advertising Age
Source:
http://adage.com/digital/article?article_id=148706

15. Gaffe,
10:15 a.m.

16. Outrage,
12 p.m.

17. Apology,
3:27 p.m.

18. Source: http://twitter.com/kennethcolepr
Parody, 1 p.m.

19. Humor,
2:45 p.m.

20. Indifference,
4 – 7:30 p.m.

22. Repeat

23. [Click to edit Master title style]
Copyright ©
2013
Cengage
Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Engaging Employees Online
Intranets offer
opportunities to
engage and listen to
employees
Employees can give
feedback about
products,
organizational change,
and management

24. Copyright © 2013 Cengage Learning
Interpersonal Communication Skills
NonverbalListeningSocial Media
Voice and TextMeetings

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2013
Cengage Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Read the full
story on the
blog.
Wisconsin Governor Gets "Punked"
In the midst of heated debate over the Wisconsin budget bill about
workers' collective bargaining rights, Governor Scott Walker received a
phone call from someone impersonating a major campaign donor. Walker
addressed the incident in a news conference. On The Daily Show, Jon
Stewart mocked the governor's response.

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Nonverbal | Listening | Social Media | Voice and Text | Meetings
Voice and Text Communication
Office Phone
Smartphone
Text Messaging
Voice over IP (VoIP)

27. [Click to edit Master title style]
Copyright ©
2013
Cengage
Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Voice Messages: Examples
Outgoing Voice Message
Listen to example
Voice Mail Message
Listen to example

28. Copyright © 2013 Cengage Learning
Interpersonal Communication Skills
NonverbalListeningSocial Media
Voice and TextMeetings

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Cengage Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Which Meeting Format Is Best?
Face-to-Face Meetings
In-person
meetings for
any number
of people
Conference Calls
Audio
conference
calls for
people in
two or more
locations
Online Meetings
Web-based
meetings
using a
service such
as WebEx
Videoconferences
Video-based
meetings
using
smartphones,
desktop
programs, or
dedicated
services

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Cengage Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
How to Plan a Meeting
1.
Identify
your
purpose
2.
Determine
whether a
meeting is
necessary
3.
Decide who
should
attend
4.
Prepare an
agenda
5.
Arrange
logistics

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Cengage Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Facilitating a Meeting
How would you handle these situations?
You try to start the meeting,
but two participants won’t stop
talking to each other.
One participant tells a funny
story during the meeting, and
everyone laughs.
A participant is on his or her
smartphone during an
important discussion.

32. Copyright ©
2013
Cengage Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Participating in Meetings
All MeetingsVirtual Meetings
•Arrive on time and prepared.
•Don’t bring food.
•Turn off your smartphone.
•Introduce yourself to new
people.
•Avoid side conversations.
•Participate fully.
•Don’t interrupt others.
•Stick to relevant topics.
•Stay focused and engaged.
•Support others’ comments.
•Disagree respectfully.
•Practice with the technology.
•Avoid loud plaid or striped
clothing.
•Log on a minute or two early.
•Minimize background noises.
•Mute your phone when you’re not
speaking.
•Avoid multitasking.
•Allow a little extra time before you
speak, and state your name.
•Speak and act naturally.

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Additional Video Suggestion

34. Video Example
Copyright ©
2013
Cengage Learning
Nonverbal | Listening | Social Media | Voice and Text | Meetings
Dell’s “Social Media
Listening Command Center”
•How does Dell use
social media to listen
to customers?
•How can a company
differentiate itself
from other companies
through social media?