Chapter 3 Interpersonal Communication Skills There are videos embedded in the PowerPoint slides that are available on the Instructor’s Resource CD (ISBN 9781133188551).

Interpersonal Communication Skills Nonverbal Listening Social Media Voice and Text Meetings

Nonverbal Communication Body Movement Physical Appearance Voice Qualities Time Touch Space and Territory

Business Communication at a Distance Casual Zone Social Zone Intimate Zone Public Zone 1 ½’ 4’ 12’ In Chapter 2, we discussed how preferred distances vary by culture. For interpersonal communication in the United States, what types of business interactions happen within each zone? DISTANCE (feet)

Personal Spaces for Social Interaction Where close, intimate interactions, including physical contact, take place. Restricted to infrequent, brief contact in business, such as shaking hands. Intimate Zone Where conversation with close friends and colleagues takes place. Reserved for more personal interactions, such as business lunches Casual Zone Where most business exchanges, including informal business meetings occur. Social Zone Where the least significant interactions occur. Typically for formal, one-way communication, such as from a speaker to a large audience Public Zone

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

Keys to Better Listening What are your biggest barriers to listening, and how can you overcome them? Keys to Better Listening Give the speaker your undivided attention Stay open-minded Don’t interrupt Involve yourself

Three Ways of Responding Sender Receiver “I am not going to finish the research by Friday” “You are not going to finish the research by Friday” “You won’t be done with your section on time” “You seem worried about missing the deadline” Repeat Para-phrase Reflect

Using Social Media to Build Business Relationships Read the story on BizCom in the News. During uprisings in Egypt, fashion designer Kenneth Cole offended people with his tweets… …but he responded to complaints and online parodies and recovered quickly.

The Power of Social Media Fashion designer Kenneth Cole learned the hard way about the power of social media An insensitive tweet linking the uprising in Egypt to the launch of his spring collection resulted in some serious Internet backlash The company's official tweeted: "Millions are in uproar in #Cairo. Rumor is they heard our new spring collection is now available online.“ Cole later tweeted that he did not intend "to make light of serious situation. We understand the sensitivity of this historic moment." The offending tweet has since been removed, and Cole issued a lengthier apology on his facebook.

Customer Engagement Online

Engaging Employees Online Intranets offer opportunities to engage and listen to employees Employees can give feedback about products, organizational change, and management

Voice and Text Communication Office Phone Smartphone Text Messaging Voice over IP (VoIP)

Tips for using Office Telephone Receiving and Ending Calls Answer within two to three rings Use the company’s greeting standard (less than 15 seconds) Take notes to remember important information Follow your company’s norm when ending the call 2. Setting up a Greeting for Voice Mail Use your company’s standard greetings Consider separate greetings for internal and eternal callers, if your systems allows it Change your greeting when you are outside the office

Tips for using Office Telephone Making outgoing calls Be respectful of timing – don’t call at 4.55 when office closes at 5.00, or late at night Prepare to speak with the person directly and to leave a voice message Plan what you will say for important calls, prepare your first couple of questions. Leave a complete but brief voice mail message: your name, the reason you are calling and your phone number

Tips for using Office Telephone Convey a positive and Professional Image Use your natural voice, don’t sound bored and smile when you answer the phone Give the caller your full attention; people can hear when you type or move papers Avoid eating or chewing gum while on the phone Avoid using office phones for personal calls Avoid saying anything that you might regret; conversation could be recorded

Tips for using A Smartphone Examples: Use the office phone principles that apply to work-related calls. Avoid talking in public for important work-related calls. Schedule time for important calls. So you can arrange for a private, quiet place to talk. Avoid taking calls during meetings: unless the company norm. Avoid using your company-paid smartphone for personal use. Be mindful of people around you: don’t block traffic or hit by it. Avoid talking on the phone while driving.

Tips for using Text Messaging 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, usually for logistical information, don’t send for heavy content or important business decisions. Avoid texting during meetings unless tis 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.