8 Communication in the Smartphone Era (2.1.5/2.1.6)

Communicating Through Smartphones

Smartphones are a powerful tool—and how we use them shapes our communication habits. In professional settings, adapting good habits is essential. Whether you’re entering a new role or upgrading your skills, it’s worth reflecting on how digital communication affects workplace relationships.

In many jobs, you’ll be communicating with people from different generations and comfort levels with technology.

• Some colleagues may prefer face-to-face conversations or phone calls, viewing them as faster and more reliable than texting or email.
• Others may rely heavily on written or mobile communication.
• Managers, clients, and coworkers will have different expectations, so it’s important to remain flexible and skilled across formats.

At the same time, it’s easy for any of us to fall into communication habits that prioritize convenience over connection. Research shows that overuse of phones and screens can affect our attention, empathy, and in-person communication skills (Andrew-Gee, 2018; Smith, Robinson, & Segal, 2018; Brandon, 2018). Even experienced professionals benefit from reflecting on how they engage during quiet or in-between moments—considering, for example, how often we reach for our phones or stay present with those around us.

Psychologist Sherry Turkle explores this tension in Reclaiming Conversation: The Power of Talk in a Digital Age (2015). She explains how technology can make us feel connected while actually distancing ourselves from one another. Many people now text instead of talking and use social media to fill every spare moment. Over time, this can erode our ability to be fully present, patient, and attuned to others—qualities essential in both leadership and teamwork.

Motivational speaker Simon Sinek shares similar concerns. He notes that technology often provides instant feedback—likes, messages, or notifications—that feel rewarding in the short term. But growth depends on more difficult, slower processes. Communication and collaboration skills take time to practice and develop, and doing so increases self-confidence. As Sinek puts it,

“Everything you want you can have instantaneously,” except for the things that really matter—like a meaningful career, strong relationships, or personal growth. “There ain’t no app for that.”
(8:08–9:25)

Watch Video 1.2: Modern Communication in the Workplace to hear from Simon Sinek.

Video 1.2: Modern Communication in the Workplace 

^{Simon Sinek on Millennials in the Workplace | Published by David Crossman | Oct 29, 2016} 

Ways to Improve Communication in the Smartphone Era

Simon Sinek argues that strong workplace  communication doesn’t just happen—it requires leadership and intention. He believes organizations should create environments where social skills can grow, especially as many people now enter the workforce having spent years with smartphones as their primary tool for connection.

One solution Sinek suggests is banning cell phones in meeting rooms. This isn’t about punishment. It’s about making space for small, meaningful interactions. Casual conversations before and after meetings, even about everyday topics, help build trust and relationships among colleagues. These informal moments are part of what creates strong teams.

Sinek also points out that creativity and innovation often happen during quiet or unstructured time—while waiting, walking, or doing nothing in particular. When people constantly fill those moments with screens, they may miss the mental space where new ideas emerge. “We have to create mechanisms where we allow those little innocuous interactions to happen” (12:00–13:05).

Improving communication in the digital era doesn’t require dramatic change—it requires daily practice. There’s no app or shortcut for building confidence, empathy, or clear speaking and listening skills. But with intention and repetition, anyone—regardless of age or background—can strengthen these skills and become a more effective communicator at work.

Improving Your Conversation Skills

If anything from the previous section resonated with you, you’re not alone—and the good news is that conversation skills can always be improved. In fact, there’s no shortage of practical advice available—often on the very smartphones that can cause the problem.

One excellent resource is Celeste Headlee, a seasoned talk-radio host and author of We Need to Talk: How to Have Conversations That Matter (2017). In her popular TED Talk, 10 Ways to Have a Better Conversation (2016), she shares simple, powerful tips for connecting with others.

Her key ideas are summarized in Video 1.5: 10 Ways to Have a Better Conversation and the list directly below it.

Video 1.5: 10 Ways to Have a Better Conversation

^{Celeste Headlee: 10 ways to have a better conversation | Published by TED | Mar 8, 2016}

1. Be present.
   Give your full attention to the person you’re talking to. Don’t multitask. If you’re genuinely paying attention, you won’t need to “perform” listening by nodding or faking eye contact—it will happen naturally. One of the worst habits is checking your phone mid-conversation. Even if you try to hide it under the table, the other person will notice your distraction.

2. Be ready to learn.
   A conversation is about exchanging ideas—not just sharing your opinions. You sometimes give up your turn to speak because you’re learning something valuable.

3. Ask open-ended questions.
   Start with “who,” “what,” “where,” “when,” “why,” or “how.” These questions invite deeper responses. For example, “How did that make you feel?” leads to a richer answer than “Did that make you happy?”

4. Go with the flow.
   Stay with the main idea your conversation partner brings up. If you jump in with your own story too soon, it signals you stopped listening and were just waiting for your turn to talk.

5. Admit when you don’t know something.
   It’s okay to say “I don’t know.” Asking a follow-up question shows curiosity and builds trust. Pretending to understand only gets in the way of real learning.

6. Respect their experience.
   When someone shares something personal, avoid turning the conversation to your own experience. Even if you relate to what they’re saying, let them stay at the centre of the moment. Responding with “That happened to me,” too soon can make the other person feel unheard.

   Be sensitive to what someone is sharing, especially if it’s emotional or personal. If  someone is grieving a loved one, avoid responding with a comparison that might feel minimizing—even if it’s well intentioned. Focus on listening, rather than trying to match their experience.

7. Don’t repeat yourself.
   Say your point clearly, once. Repeating the same idea in different words makes the conversation drag.

8. Skip unnecessary details.
   Avoid getting caught up in minor facts—like exact dates, names, or times. Stick to what matters most in your message.

9. Listen actively.
   True listening means focusing on what the other person is saying—not just planning your next comment. Let them finish before you respond.

10. Keep it brief.
    Respect people’s time. As Celeste Headlee puts it: “A good conversation is like a miniskirt: short enough to retain interest, but long enough to cover the subject” (TED, 2016).

Headlee ends by reminding us that all good conversations start with curiousity. If you stay open to learning from others and genuinely want to understand, you’ll naturally improve your communication skills over time.

Mirror the Speaker

You may notice yourself naturally copying your conversation partner’s posture, expressions, or tone. This often happens unconsciously—if they lean in, speak quickly, or widen their eyes in excitement, you might do the same. Psychologists call this the “chameleon effect”—an automatic behaviour driven by our natural desire to be liked and to fit in (Chartrand & Bargh, 1999). It reflects the old saying: “Imitation is the sincerest form of flattery.”

Although mirroring often happens automatically, using it intentionally can be effective—especially in interviews or sales conversations—if it’s done subtly. But if the person being mirrored notices, it can feel awkward or inauthentic. When done well, mirroring encourages close attention to both verbal and nonverbal cues. It can help build trust and rapport—key elements in collaboration or closing a deal (Shellenbarger, 2016).

Correctly Pronounce Words and Names

Clear pronunciation matters—especially with unfamiliar words. Mispronouncing terms can undermine your credibility. If you’re unsure how to pronounce a word, either choose a simpler alternative or take time to learn the correct pronunciation. For example, if archipelago feels tricky, you might say island chain instead.

Names are even more important. Mispronouncing someone’s name—or confusing it with a similar name—can seem careless or disrespectful. If unsure, ask: “How do you prefer your name to be pronounced?” It’s better than guessing, or getting it wrong with confidence.

Treat Conversations Like Volley Sports

A conversation isn’t a monologue—it’s more like volleyball or ping-pong: a back-and-forth exchange. The goal is to keep the interaction going smoothly and productively.

Asking a thoughtful question is like tossing the ball to your conversation partner. They respond by sending it back—either with an answer, a follow-up, or an invitation to continue. Each comment should set up the other person to reply, keeping the rhythm going.

Conversations break down when one person dominates—like spiking the ball over and over—or when someone gives short, dead-end replies, like hitting it out of bounds. Good conversations require teamwork. Both people must stay engaged to keep the dialogue active and meaningful until the goal is reached or the interaction naturally ends.

Attribution

This section was adapted from Chapter 15.3 “The Smartphone Era and Communication Skills” in Fundamentals of Business Communication Revised (2022) and is used under a Creative Commons Attribution-ShareAlike 4.0 International license.

References

References are at the end of this chapter.