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

2. Interpersonal Communication Skills
Nonverbal
Listening
Social Media
Voice and Text
Meetings

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

4. 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)

5. 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

6. 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

7. 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

8. 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

9. 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.

10. 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.

11. Customer Engagement Online

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

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

14. 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

15. 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

16. 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

17. 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.

18. 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.