NEWS & INSIGHT
IT’S GOOD TO PAUSE… IN BUSINESS INTERACTIONS SCHOOL : Schulich School of Business, York University, Canada
Brief pauses in conversation can make speakers seem more helpful, improve interpersonal impressions and foster more collaborative dialogue, according to new research co-authored by Schulich School of Business marketing professor Grant Packard. The research investigated how even a split-second pause can shape the way people perceive one another in everyday exchanges, spanning everything from workplace meetings to customer service interactions. Based on the study’s results, the research argues that pausing briefly encourages verbal assents from conversation partners, such as a simple “yeah” or “uh-huh”, which leads them to perceive speakers more positively. “These findings run counter to the common fear that pausing makes us look unsure of ourselves. In reality, taking short pauses gives our conversation partners space to engage. When people respond with small acknowledgements, it subtly reinforces that the interaction is working – and that you’re someone who’s easy to collaborate with,” Packard elaborated. The length of the pause is all-important, with the study pinpointing that a brief pause constitutes a gap of under three seconds. Longer pauses that are often
associated with uncertainty or discomfort, meanwhile, tended to elicit negative impressions of the speaker. Understanding the dynamics around these forms of momentary silence, the study notes, can be powerful in professional settings, where being perceived as attentive, collaborative and helpful plays a crucial role in building trust and achieving positive outcomes. The Power of Pausing in Collaborative Conversations, published in Organisational Behaviour and Human Decision Processes , was authored with researchers at Rutgers Business School, Siena University (US) and the Wharton School. Its multi-method study included an analysis of customer service calls and two experiments manipulating pause frequency. “For anyone who collaborates with colleagues or clients, the message is simple,” Packard concluded. “Short pauses give conversation partners room to chime in – and even a small opportunity to say ‘yeah’ or ‘uh huh’ can make interactions more positive and productive.” TBD
SHARE YOUR NEWS AND RESEARCH UPDATES by emailing AMBA & BGA content editor Tim Banerjee Dhoul at t.dhoul@amba-bga.com
Ambition • ISSUE 6 • 2025 11
Made with FlippingBook - Share PDF online