Chapter 13

accommodative strategy

conflict-avoidance strategy

collaboration strategy

compromising strategy

competitive strategy

They agree to redefine the workspace so that Julianna and Fiona have will have distinct office areas that are included within one workspace.

Fiona prevails, and the company ends up with one communal workspace.

They agree that Julianna and Fiona will have offices whereas the department managers and other employees will share a communal workspace.

Fiona allows Julianna to implement her office plan because she is the senior partner.

Fiona avoids talking to Julianna about their different views of the new office space.

negotiation.

constructive feedback.

back-channeling.

paralanguage.

heuristics.

body language

use of space

use of time

paralanguage

power distance

compromising strategy

conflict-avoidance strategy

accommodative strategy

collaboration strategy

competitive strategy

use of space

use of time

body language

gestures

paralanguage

All minutes are highly formal, with headings and complete sentences.

All minutes should note excused or unexcused absences.

Minutes should reflect an objective account of the topics covered at the meeting.

Recorded minutes are always voted on by group members before they are accepted.

All meeting minutes are informal and generally resemble casually written notes.

This is hard for me to say, but if you don't stop acting this way, there will be consequences.

I feel bad about this, but I need you to understand how inappropriate this is.

It hurts me to have to tell you that there will be consequences if this situation doesn't change.

I understand the you believe your actions have been misinterpreted.

Having conversations like this is hard for me.

You should interrupt the speaker as often as necessary to clarify any confusion about the message.

You must be ready to argue because it demonstrates that you are thinking about the message carefully.

When listening, you should encourage a slow speaker to get to the point more quickly.

You must empathize with the speaker because this will result in a true exchange of information.

When listening, you must concentrate on what you are going to say next.

Timing is of little consequence if the conversation is important.

You will get the best results if you delay your conversation until your audience is likely to be most receptive.

It is okay to interrupt another conversation if you have an important topic to discuss.

Even if you have a message about an emergency, good manners require that you do not interrupt another conversation.

People are most receptive when they are busy because they are already alert.

Hello. Can I assist you?

Phil Chen speaking.

How may I assist you?

Hello. You have called Patterson Casting. Who are you?

Hello. You have called Patterson Casting. Who are you?

Patterson Casting. Phil Chen speaking. May I help you?

You should allow the people who are comfortable talking to dominate the discussion.

The meeting should have minimal structure for flexibility and to allow the free flow of ideas.

There shouldn't be any time constraints on discussing topics so that the group members can be thorough while making a decision.

After a key item has been discussed, you should summarize the information that has been covered and concluded so far.

You should ask those participants who talk too little why they aren't saying anything.

non-words speakers use to fill pauses, such as er and um.

hints and signals in the way words are delivered, such as emphasis, volume, and pitch.

nonverbal gestures and movements that convey meaning alongside words.

way words are fitted to the listener's level of understanding.

average number of words spoken by a person during an informal conversation.

facial expression

use of space

use of time

body language

paralanguage

Before the meeting, Dimitri asks Anabella if she has ever gone fishing.

During a business lunch, Zaid mentions that he recently saw a great movie.

Before a sales presentation, Lily asks Judith if she has ever been divorced

After a seminar, Monserrat mentions that she got tickets to Saturday's baseball game

During a business breakfast, Greta talks about making Swedish pancakes.

Chloe leaves only her name and number in order to be as efficient as possible.

Elijah begins a voice mail with an overview of the message and then continues with the details.

Aiden tells the listener to take action at the beginning of his message.

Leah avoids directly asking the listener to return her call because by leaving a voice message, she is implying that the listener should call her back.

Owens speaks quickly to ensure that the entire message is recorded.

I have some questions regarding the upcoming repairs to the Sunset Bridge. Whom can I talk to?

Is there someone I can talk to regarding the upcoming repairs to the Sunset Bridge?

This is Eileen. May I know who is handling the Sunset Bridge repairs?

Hello. Do you work for Bridgeview Engineering? Can you go and find someone who can help me with some queries regarding the upcoming repairs to the Sunset Bridge?

This is Eileen Nguyen from the city's Roads and Bridges division. We have a question regarding the upcoming repairs to the Sunset Bridge. May I speak with someone who can help me?

making sure all team members share an understanding of what is due and when

conveying to team members what the company expects in terms of dress when working from home

ensuring that all team members have access to and training on the technology they will use

considering the right channels for people to transmit information outside meetings

asking people to mute their microphones when they are not speaking during virtual meetings

It is always used to supplement and reinforce our words.

It plays a relatively minor role in communication.

It sometimes communicates meaning by itself.

It involves the use of written but not spoken words.

It has little impact on first impressions.

dominate the conversation.

make extensive small talk before stating the purpose of your call.

state your purpose and use the listener's time efficiently by sticking to the point.

get the point across even if it requires interrupting the speaker.

speak only when the listener asks a question.

Organizational culture usually guides what you can do, but not what you write or say.

Many times the rules for organizational culture are unwritten.

If you are chosen to fill a position, that means you already fit in with the organization's culture.

Organizational culture is the same from company to company.

Written communication reinforces organizational culture, but oral communication changes organizational culture.

courteously ask the purpose of the call.

put the caller on hold for however long it takes the executive to be ready

promise to have the executive return the call.

promptly redirect the call to another assistant.

disconnect the call if the executive is busy.

You should use your cell phone at social gatherings to keep in touch with your contacts.

You should never turn off the ringer because you might miss important calls.

You should place calls while driving to make the best use of your time.

You should place your cell phone on the table while eating.

You should call from a quiet place, away from other people.

encourage participation from those group members who talk too little.

allow off-topic discussions in order to keep his audience interested.

refrain from summarizing every key item in order to save time.

discourage time-consuming activities like taking minutes.

begin with topics that are not part of the agenda to warm up the participants.

conflict-avoidance strategy

compromising strategy

collaboration strategy

accommodative strategy

competitive strategy

End the meeting even though some topics have not been covered.

Ask Jenn to quickly conclude her discussion of the off-topic item.

Allow Jenn to keep talking, but steer her back on topic.

Interrupt Jenn with obvious annoyance and criticize her for talking so much.

Tactfully interrupt Jenn, summarize the discussion, and move to the next topic.

basing your feedback on logic

using second person ("you") when giving criticism

asking for clarification during a difficult part of the feedback

sticking to evidence that both you and the other person would agree on

using a positive tone for difficult but constructive feedback

paralanguage.

constructive feedback.

back-channeling.

heuristics.

small talk.

Could you connect me to Kiara Turner, please? She's expecting my call at this time.

This is Victoria calling for Kiara.

Is Ms. Kiara Turner in?

May I speak with the HR manager, Kiara Turner?

This is Victoria Sanchez. May I speak with Ms. Kiara Turner? We have a telephone interview scheduled today.

Compromising and collaboration

Collaboration and competitive

Conflict-avoidance and competitive

Accommodative and compromising

Accommodative and collaboration