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May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website for classroom use.
 Nonverbal Listening Social Media

Voice and Text Meetings

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 Nonverbal Listening Social Media

Voice and Text Meetings

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certain product or service or otherwise on a password-protected website for classroom use.
 Body Movement

Physical Appearance

Voice Qualities

PETER BERNIK/SHUTTERSTOCK.COM
Time

Touch

Space and Territory

YURI ARCURS/FOTOLIA
© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
What do these gestures
tell you about these
people and their
communication
contexts?
 What do these
gestures tell you
about these people
and their
communication
contexts?
Medium.com
Pinterest
 What’s the difference between these
messages?

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.)

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
The meaning of being late
varies greatly by cultures,
by status within the
organization and by
situation.

Pinterest
The meaning of touches
varies greatly by cultures
and by organizations.
Some companies have to
regulate touching
behaviours.

Pinterest
 Casual Zone Social Zone

Intimate Zone Public Zone

1 ½’ 4’ 12’

DISTANCE (feet)
WAVEBREAKMEDIA LTD/ISTOCKPHOTO.COM

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 Nonverbal Listening Social Media

Voice and Text Meetings

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 In your experience, how have you seen listening
improve tasks and relationships?

• Problem solving • Interpersonal trust

Relationships
Task

• Product and service • Customer service

design and loyalty
• Accuracy of • Employee
s

communication commitment and

• Understanding about morale
new tasks • Timely feedback
• Frequency of sharing • Perceptions of
information integrity

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 What are your
biggest barriers to
listening,
and how can you
overcome them?

Give the speaker

Stay open-
your undivided
minded
attention

Don’t interrupt Involve yourself

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 Sender Receiver

Repeat
“I’ll have to
miss the
meeting
tomorrow Paraphrase
because my son
is in hospital.”

Reflect

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
1. Paraphrase the following statement from a client: "We've asked
Balter [a competitor] for a proposal as well. Your estimate is much
higher than we expected.“
2. Reflect on the following statement from an employee: "I've been
trying to get your attention about the Pepsi deal, but you never seem
to have time to meet with me."
3. Reflect the following statement from a different employee: "You
never give me positive feedback, but you're all over me when I make
a mistake!"
4. Paraphrase the following statement from your manager: "I hear
you're taking a personal meeting with Balter [a competitor] tomorrow.
Is this about a job?"
 REFLECTION

Rate yourself on the following dimensions, and consider how you could
become a better, more empathic listener.
 Nonverbal Listening Social Media

Voice and Text Meetings

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certain product or service or otherwise on a password-protected website for classroom use.
 ENGAGING CUSTOMERS ONLINE

Companies should
focus on building
relationships with Companies should
existing customers be authentic and
responsive.
to convert them to
brand advocates.

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certain product or service or otherwise on a password-protected website for classroom use.
 Employees can give
Intranets offer feedback about
opportunities to products,
engage and listen to organizational
employees change, and
management

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 Nonverbal Listening Social Media

Voice and Text Meetings

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 Office Phone

Smartphone

Text Messaging

Videoconferencing

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certain product or service or otherwise on a password-protected website for classroom use.
 TIPS FOR USING PHONES IN BUSINESS

Making outgoing calls

• Be respectful of timing;
• Plan what you will say for important calls;
• Prepare to speak with the person directly and to leave a voice mail
message;
• Leave a complete, but brief voice mail message: your name, the
reason for your call, and your phone number.

Conveying a Positive, Professional Image

• Use your natural voice, try smiling;
• Give the caller your full attention;
• Avoid saying anything that you might regret;
• Schedule a time for important calls so you can arrange for a
private, quiet place to talk.
• Avoid taking calls during meetings;
• Be mindful of people around you.
© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 TIPS FOR TEXTING IN BUSINESS

• Send texts to people at or below your level in the

organization—or to your manager if you know this is
acceptable to him or her.;
• Reserve texts for quick messages that require an
immediate response;
• Avoid texting during meetings unless this is acceptable at
your company.
• Use informal language, but know that anything you write
may become public.
• Never text while driving; this is dangerous and not worth
the risk

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
 Nonverbal Listening Social Media

Voice and Text Meetings

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
Arrange the following mediums in ascending order of content richness:

Face-to-Face Meeting Online Meeting

Blog
Videoconferencing

Email
Teleconferencing

Vlog
Text Message

Components | Barriers | Media | Ethics

 In-person Web-based
meetings meetings
for any using a
number of service
people such as
WebEx

Face-to-Face Meetings Online Meetings

Video-based
Audio meetings
conference using
calls for smartphones,
people in desktop
two or programs, or
more dedicated
locations Videoconferences services
Conference Calls

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certain product or service or otherwise on a password-protected website for classroom use.
DETERMINE THE BEST MEETING FORMAT
For each of the following scenarios, identify which format—face-to-face,
conference call, online meeting, or videoconference—would work best.
● You want to close a sale with a new client.
● You call a meeting to discuss cost-cutting ideas with your counterparts in
three different states.
● You need to teach the new IT analyst, who works in a different office, how to
operate a proprietary system.
● You need to tell employees who report to you but work in different locations
that the company is planning to downsize.
 Determine Decide
Identify
whether who Prepare an Arrange
your
a should agenda
purpose
meeting is logistics
necessary attend

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certain product or service or otherwise on a password-protected website for classroom use.
 How would you handle these situations?

One participant tells a You try to start the meeting,

funny story during the but two participants won’t
meeting, and everyone stop talking to each other.
laughs.

A participant is on his or her

smartphone during an
important discussion.

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a
certain product or service or otherwise on a password-protected website for classroom use.
• State the purpose of the meeting and review the agenda upfront

• Assign a person to minute the meeting content

One participant tells a
• Manage time effectively and cleverly
funny story during the
meeting, and everyone
• Be flexible to avoid missing important discussions
laughs.
• Encourage the participation of all attendees
A participant is on his or her
• Summarize meeting results and present/ assign tasks for next
smartphone during an
steps. important discussion.

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certain product or service or otherwise on a password-protected website for classroom use.
 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
 Stay focused and engaged. speak, and state your name.
 Support others’ comments.  Speak and act naturally.
 Disagree respectfully.

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FOLLOW UP AFTER THE MEETING

• A short email

• An official minute
 THANK YOU
FOR YOUR ATTENTION!

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certain product or service or otherwise on a password-protected website for classroom use.