2. Chapter 3 Copyright © 2015 Cengage Learning Interpersonal Communication Skills

3. 2 Copyright © 2015 Cengage Learning Interpersonal Communication Skills

4. 3 Copyright © 2015 Cengage Learning Interpersonal Communication Skills

5. 4 Copyright © 2015 Cengage Learning Nonverbal Communication Nonverbal | Listening | Social Media | Voice and Text | Meetings PETER BERNIK/SHUTTERSTOCK.COM YURI ARCURS/FOTOLIA

6. Copyright © 2015 Cengage Learning 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.) Nonverbal | Listening | Social Media | Voice and Text | Meetings

7. 6 Copyright © 2015 Cengage Learning Business Communication at a Distance Public Zone Social Zone Casual Zone 4’ 12’1 ½’ DISTANCE (feet) Intimate Zone Nonverbal | Listening | Social Media | Voice and Text | Meetings WAVEBREAKMEDIA LTD/ISTOCKPHOTO.COM

8. 7 Copyright © 2015 Cengage Learning Interpersonal Communication Skills

9. 8 Copyright © 2015 Cengage Learning How Listening Improves Business In your experience, how have you seen listening improve tasks and relationships? Nonverbal | Listening | Social Media | Voice and Text | Meetings

10. Copyright © 2015 Cengage Learning Keys to Better Listening What are your biggest barriers to listening, and how can you overcome them? Nonverbal | Listening | Social Media | Voice and Text | Meetings

11. 10 Copyright © 2015 Cengage Learning Three Ways to Respond to an Upset Employee Receiver Sender Repeat Para- phrase Reflect Nonverbal | Listening | Social Media | Voice and Text | Meetings

12. 11 Copyright © 2015 Cengage Learning Interpersonal Communication Skills

13. Copyright © 2015 Cengage Learning Engaging Employees Online Nonverbal | Listening | Social Media | Voice and Text | Meetings

14. 13 Copyright © 2015 Cengage Learning Interpersonal Communication Skills

15. 14 Copyright © 2015 Cengage Learning Voice and Text Communication Nonverbal | Listening | Social Media | Voice and Text | Meetings

16. Copyright © 2015 Cengage Learning Voice Messages: Examples Nonverbal | Listening | Social Media | Voice and Text | Meetings

17. 16 Copyright © 2015 Cengage Learning Interpersonal Communication Skills

18. 17 Copyright © 2015 Cengage Learning Which Meeting Format Is Best? Nonverbal | Listening | Social Media | Voice and Text | Meetings

19. 18 Copyright © 2015 Cengage Learning How to Plan a Meeting Nonverbal | Listening | Social Media | Voice and Text | Meetings

20. Copyright © 2015 Cengage Learning 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. Nonverbal | Listening | Social Media | Voice and Text | Meetings

21. 20 Copyright © 2015 Cengage Learning 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.  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. Nonverbal | Listening | Social Media | Voice and Text | Meetings