Question

Overview Title Manager's Hot Seat: Listening Skills: Yeah, Whatever Pilar Grimault has scheduled a meeting with...

Overview Title Manager's Hot Seat: Listening Skills: Yeah, Whatever

Pilar Grimault has scheduled a meeting with her department’s young Creative Director, Miguel Valentino. He has recently completed a campaign for a longstanding client, Jezebel. Although the campaign was a huge success, the client has complained to Pilar about Miguel’s project management skills.

Here's the video transcript

-Hello. Hey, I just came down the street, and I was stopped by three different people.

We're a hit. We're a huge hit. i mean, I can't believe how beautiful -

0:11-We're all over the place, right?

0:12-Absolutely.

0:13-Great. Congratulations.

0:16-I mean, it looks right.

0:17It just looks exactly -

0:18I couldn't even have imagined it.

0:19-Yeah, I saw it. It was great.

0:21-So what did you want to see me about?

0:23-Okay, well, first of all,

0:25I wanted to congratulate you.

0:26-Oh, thanks. Thank you so much.

0:27-We're really happy -

0:28-I called my mom and dad.

0:29They were so excited.

0:30-with your work, and I also wanted to talk

0:34to you a little bit - I think for us to

0:37organize ourselves a little bit better -

0:39-Did you see this?

0:40-Yes, I saw it. I loved it.

0:42-Of course you have.

0:43-Of course. -I'm sorry.

0:45-You know, with the few campaigns that you've

0:46been working on, there was a tiny complaint

0:50from the client that you went over budget by

0:53quite a bit of money.

0:55Now, I know - and that they weren't told

0:57in advance. It was a [inaudible].

0:59-Oh, come on, that's nothing.

1:01You know that's nothing.

1:02It's a drop in the bucket to these people.

1:04-But they were upset about it,

1:05and you know that we have to -

1:06-Hold on.

1:07-Cater a little -

1:09-I'm just buzzing. I just -

1:11-Yeah, okay.

1:12-Oh, it's Scott and Abby.

1:14-Yeah, let's turn our cell phones off while

1:17we're in the meeting, if you don't mind.

1:18-Oh, my God.

1:19No, I'm just kind of on Cloud Nine, still,

1:20because - -I know. I know.

1:22-I just can't believe it.

1:23-I know, but you're busy, I'm busy, so let's -

1:25I just wanted to specify to you that there

1:29are certain things that we maybe should be

1:31doing that maybe neither of us are doing just

1:34to organize ourselves better, to avoid the -

1:35-But we're being successful, though.

1:36-Of course.

1:37-I mean, we're doing great.

1:38-No, you're right.

1:39Just listen to me for a second.

1:41-Have you seen the plastered walls? It's -

1:43-No, and that's wonderful.

1:44-It's incredible.

1:45-The problem is, is that I want to avoid in

1:48the future going over budget without a client

1:51knowing about it, and I'm not saying that

1:53it's completely your fault.

1:54It's mine as well.

1:55I was not look specifically as to where - as

1:58to how much money was being spent and how

2:00much was going over budget.

2:01I had no idea about it.

2:03-About what?

2:04-About the over budget.

2:05We need to have a system.

2:08I know perhaps you're too busy, so, listen to

2:11me, we need to have a system, because -

2:13-You don't have to yell. I'm sorry, I just -

2:15-No, I'm not yelling at you.

2:16-You're just getting a little snippy,

2:17and I was just -

2:18-No, no, no, I'm not trying to be that way at

2:20all, and I'm sorry.

2:21I just got this call from this client,

2:23and he just is freaking out

2:25about this $11,000 over budget -

2:27-After we brought the great account?

2:29-Threatening not to pay.

2:30-We gave him a great spread.

2:31Nobody else could have done that spread.

2:33I'm not working for anybody else, and nobody

2:35else could have done that spread.

2:36-That's fine, and -

2:37They were looking for me, and

2:38that's why they came here.

2:39Let's just get to how

2:40we can solve the problem.

2:41You're too busy to deal with how much money

2:44you're spending and not spending.

2:45-I'm busy.

2:46-And I'm completely - excuse me.

2:49I'm completely aware of that.

2:50So I think maybe the best way to do it would

2:53have your assistant - maybe tell your

2:55assistant about once a week to bring me a

2:57report on what's being spent on the different

3:02campaigns, how much of the budget is still

3:04left, and I can see when you

3:06start going over budget.

3:09I can give you a call, and we can talk about

3:10how much over budget you think you will be.

3:12-You want me to bring in a report?

3:14-You don't have to do it.

3:15Your assistant can do it.

3:17-You want my assistant to bring in a report?

3:19-Yes, Miguel.

3:20I think it's much more efficient

3:21for all of us.

3:22If you're starting to go over budget -

3:23-Well, we have a lot of work to do over there,

3:24and I've been -

3:25-Yes, I know, but -

3:26-Come on, the product comes first, and you

3:28hired me because I'm an artist, and that's -

3:29-Right.

3:30-That's why I'm not asking you to do it.

3:31I'm asking that you give this to your

3:33assistant, which is a more appropriate job

3:35for her, to file - to do the report.

3:38-No, I need her to assist me.

3:39I need her to - I have so much stuff to get

3:41done, I don't have time -

3:43-I know, Miguel, but I can't have us -

3:44I can't have us going over budget again.

3:46I can't have this happening every time.

3:47-But, you know, look at the campaign.

3:51-I'm looking at it and I love it -

3:52-Look at - look at the success rate.

3:54-but that's not the point.

3:55The point is that I can't have this.

3:59This is not personal against you.

4:00This is not criticizing your work at all.

4:03-Sure. Sure. Whatever. Sure, I get it.

4:04-But this needs to be done.

4:06-Right. -So - -Whatever. I got it.

4:08-Okay. So thanks a lot for coming in,

4:10and we'll talk in a couple days, okay?

4:12-Yeah. Yeah, all right.

4:13-Bye.

4:18[Break in audio]

4:22-Laura.

4:23-Hi, Miguel. How are you?

4:25-Can I speak to you for a second?

4:26I'm sorry.

4:27I know that - look, I just heard,

4:28and you've got to be kidding me, right?

4:31-Look, Miguel -

4:32-I mean, this is a joke, right?

4:34-Well, no, it's not.

4:35-Because if it's not,

4:36this really is not funny.

4:37-No, it's not a joke.

4:40Jezebel decided to go with Jack

4:43for the remainder of the campaign.

4:45-Look -

4:47-Look, listen to me for a second.

4:49We discussed this three weeks ago.

4:50-We discussed giving my campaign

4:52away three weeks ago?

4:53I don't -

4:54-No, we discussed the changes we needed

4:56to make with Jezebel in order

4:58for them to be happy with the work.

5:01They were happy with the end results,

5:04but they weren't happy

5:05with how it was being handled.

5:06-So you're being serious, then?

5:07-You and I discussed it,

5:09and I haven't seen any change.

5:10-We didn't discuss me losing the account.

5:12-Well, at that point you - they weren't going

5:15to take you off the account, but if you had

5:17listened to me three weeks ago,

5:18maybe this wouldn't have happened.

5:19-So you're going to take this account -

5:20-I need you - -Away from me?

5:21-I can't - I'm not taking it away from you.

5:23-They did.

5:24They don't want you on the account, and I

5:26cannot afford to lose them as a client.

5:28You have to understand that you need to

5:30communicate with me and our clients better,

5:33because we can avoid this happening, and

5:36you're really great at what you do, but you

5:38need to do better in that sense.

5:41-What would I need to do to -

5:42-I think that we can take certain steps that -

5:45for the spring campaign, I can convince

5:48Jezebel that things have changed,

5:51to get you back on the account.

5:52-Okay, like what? What would be [inaudible]?

5:53-Okay, I think what we need to start with -

5:55-Uh-huh.

5:57-Is, as I said, a report, I think by Friday.

6:00Let's say Tuesday we'll sit down

6:02and discuss it. -So on Friday -

6:04-So that I can take a look at it and -

6:06-Over the weekend, you mean?

6:07-Yeah, exactly.

6:08-Okay, so Friday I'll hand you a report or

6:10I'll have somebody come in and bring

6:11you a report -Okay, great. -For sure.

6:12-And Tuesday we'll meet, let's say,

6:13I don't know, 2:00. -Okay, Tuesday.

6:15-After lunch. -At 2:00? -Yeah.

6:18-Are we going to make that

6:19weekly for a little bit?

6:20-Yeah, why don't we make that weekly? -Okay.

6:23-And that way, I can have a good argument for

6:25Jezebel in a few months and

6:26get you back on the account.

6:27In the meantime, focus on

6:29the other accounts you have.

6:30They're some really great accounts, and there

6:33will be some new accounts that will come up,

6:34so if we can improve this situation,

6:38I think that there won't be any problem.

6:42[Break in audio]

6:46Miguel was - I mean, he was

6:48looking the other way.

6:49I would look at him, and he did

6:52not look me in the eye barely once

6:54throughout the whole meeting.

6:55He put his leg up on the chair, he was

6:57fidgeting with his cell phone, he took a call

6:59in the middle of our meeting, twirling his

7:03pen, things that - he was not concentrating

7:07on what I was telling him.

7:08He was not paying complete attention.

7:11That's not very professional, and I think

7:15that he needs to become a little more

7:18professional, concentrate on what's going on

7:20at his work and not just be the artist that

7:24creates these wonderful things, but comes

7:26into his boss's office and does not look at

7:29her when she's speaking to him and does not

7:32acknowledge that what she's saying can be

7:33something that can help him out

7:35in the future in his job.

7:36Constructive criticism is a good thing, and

7:39that can help your job, instead of thinking

7:40that because something turns out okay, he did

7:44absolutely everything right.

7:46I think everyone is like

7:47that in the beginning.

7:48When they do a good job, they don't want to

7:50be criticized at all, and they become a bit

7:53defensive, and they only focus on the good

7:56part, on saying, "But the campaign was good,

7:58so nothing else matters."

8:00I think his body language was a bit rude, but

8:04again, I think it has a bit to do with the

8:06fact that he's so young and that he is very

8:09talented, so he has gotten a lot of

8:10attention, but that he needs to kind of keep

8:12that in check and be a bit more professional.

8:17I think Miguel was a lot more receptive.

8:19I think he was a bit jolted by what had

8:21happened and took it a lot more seriously.

8:24I think the fact that he lost the account was

8:27quite enough, but I can't lose accounts

8:33on account of him.

8:37But I think for the first time, it was okay.

Pilar notices that Miguel is exhibiting a lot of behaviors that indicate he is not listening carefully, such as not looking at her in the eyes, putting a leg on the chair, and using his cell phone during the meeting. These behaviors are transmitting information and are usually referred to as

nonverbal communication.

vociferation.

verbal communication.

biased communication.

perceptual communication.

Pilar chooses to use face-to-face communication with Miguel on his issue. Which of the following is probably true about this communication method?

Pilar is able to get instant feedback about Miguel’s attitude by face-to-face communication.

Pilar is not able to get rich information this way.

Pilar gets more ambiguous information this way.

Pilar can only cycle through the communication process once to reach a common understanding.

In their second meeting, Pilar and Miguel agree that Miguel will send Pilar weekly reports on the progress and budget of the project. Such progress reports are examples of ___ communication.

face-to-face

electronically transmitted spoken

impersonal written

formal meeting

personally addressed written

Pilar and Miguel do not choose to meet face-to-face weekly for budge updates, but choose written reports instead. What’s most likely to be the reason that they do not choose face-to-face meetings?

It is time consuming.

It is low in information richness.

It results in unwanted documentation of the information exchanged.

It can result in misunderstanding.

It does not allow instant feedback.

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Answer #1

Nonverbal communication is communication through various unspoken gestures such as eye movements, body language, pitch and tone of voice etc. The gestures such as not looking in eye, putting leg on chair, using cell phone can deliver important information about a person's behavior and falls under category of nonverbal communication. Therefore, correct answer is "nonverbal communication".

The face to face communication reveals much more information about the person than other form of communications. A person can determine the behavior and attitude of someone through his body language, tone and other gestures which are not present if communication takes place over telephone or through mails, letters etc. Therefore, correct answer is "Pilar is able to get instant feedback about Miguel's attitude by face-to-face communication".

The progress report which are addressed to a particular person are personal in nature. That is, they are directly sent to the receiver. They are in written form. Therefore, correct answer is "personally addressed written".

The face to face interview although reveals most information and provides instant feedback, it takes lot of time to reach the conclusion. Therefore, correct answer is "it is time consuming"

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