New Schulich Research Shows the Surprising Power of Pausing in Conversations
TORONTO, ON – Wednesday, December 3, 2025 – New research from York University’s Schulich School of Business reveals that brief pauses in conversation can make speakers seem more helpful, improve interpersonal impressions, and foster more collaborative dialogue.
The study, co-authored by Schulich School of Business marketing professor Grant Packard, is published in the November 2025 issue of Organizational Behavior and Human Decision Processes. Titled “The Power of Pausing in Collaborative Conversations”, the research uncovers how even split-second pauses shape the way people perceive one another in everyday exchanges that range from workplace meetings to customer service interactions. The paper is co-authored with Alex B. Van Zant, Jonah Berger, and Harry Wang.
While long pauses are often associated with uncertainty or discomfort, the study shows that brief pauses – those under three seconds – play a dramatically different role. Across a multi-method series of studies, including an analysis of real customer service calls and controlled experiments, the researchers found:
- Long pauses tend to elicit negative impressions of the speaker.
- Brief pauses, however, prompt conversation partners to fill the space with verbal assents such as “yeah” or “uh-huh.”
- These assents boost the partner’s positive perceptions of the speaker.
- As a result, brief pausing can make communicators appear more helpful, supportive and collaborative.
“These findings run counter to the common fear that pausing makes us look unsure of ourselves,” says Packard. “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.”
The study also highlights the importance of distinguishing between different types of silence. Unlike long, awkward gaps, short pauses within a speaking turn create brief opportunities for listeners to participate and signal alignment. This dynamic can be especially powerful in professional settings, where being perceived as attentive, collaborative and helpful plays a crucial role in building trust and achieving positive outcomes.
The authors note that the implications extend to a wide range of contexts – everything from customer service teams aiming to improve satisfaction and employees hoping to strengthen workplace relationships to leaders seeking to communicate more effectively.
“For anyone who collaborates with colleagues or clients, the message is simple,” says Packard. “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.”
The full article is available here.
