Video Cases

This case and its discussion questions are based on a Canadian Broadcasting Corporation video that accompanies the textbook. In addition to whatever in-class use your instructor may have given the video, it's available on this website for online viewing. If directed to do so by your instructor, you can also answer the discussion questions online and email the results.
     These videos are intended only for students using the 1st Canadian Edition of Business Communications. To view the video, you'll require a password. Refer to page 541 in your textbook and use the first word appearing in the main text column as both 'username' and 'password.' Use of the word is case-sensitive.
     The free RealPlayer plug-in is required in order to view the videos. If needed, the plug-in can be downloaded from Real.

Small Talk: Listening and Learning
How are you at mingling in a crowd? Do you find your first words with an interviewer easy or awkward? Business experts now recognize that being adept at small talk is crucial to making favourable impressions. Generally, the higher your level of management, the easier you'll find socializing and small talk.
      Business schools are now bringing in experts to teach social skills to graduating students. They don't want their graduates to take years to learn by trial and error. We all know that first impressions count. In fact experts say that interviewers know in four minutes if you're eligible for a job. Projecting a confident first impression depends on a number of things.
      First, check your handshake. Make it genuine, and extend your hand with a smile. The handshake is your moment to connect with your new (or old) acquaintance. Give the other person's hand a firm shake and hold on long enough to note the colour of his or her eyes. Does eye colour matter? Of course not, but those few moments give you time to really see that person. Give your name and, if possible, a connection to your host or the event. Don't give your work or personal history, as an introduction is not a résumé.
     Second, you can make a good impression and find it easier to connect with people if you find common ground. Finding common ground builds rapport. Avoid controversial subjects like race, religion, abortion, politics, and gender differences. You don't want to raise someone's anxiety level before you even know each other. What else is there? Try theatre, the arts, sports, community events that are not negative, and human interest stories. You'll find reading a local and a national newspaper-particularly the weekend editions-will do wonders for small talk. You'll find all kinds of information to weave into general conversation.
     Third, make it a point to remember the other person's name. Repeat it as you exchange pleasantries. Keep your opening line brief and warm, while striving to build rapport. Thanking people for an invitation or an opportunity to meet is always a safe and sincere opener.
     While the words you say are important, and the tone of voice you use must be synchronous with your words, your visual appearance also counts a great deal. Keep hair neat, shoes well groomed, and jewellery and accessories in good taste and not excessive in number. Part of the visual impression you make will be your looking interested in and being enthusiastic about the person with whom you are conversing. Don't be afraid to ask questions to build rapport-and give some information about yourself in turn. As you listen, you'll learn a great deal about your new business acquaintance or the person who is interviewing you.
     Soon you'll find that it can be fun to discover so many interesting and genuine people in the workplace and in the general community. Listening and learning through small talk can help you become a better communicator and a valued employee.

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View Small Talk: Listening and Learning

1		What are some opening lines for meeting someone new at a company event?
2		After the initial greetings, how can you bridge off to some other small talk?
3		How do you know you'll feel confident with your dress for an occasion?
4		In groups of four, brainstorm and create a list of topics or sources of topics for light conversations. Share your findings with the other groups.