Workplace Communication Skills/Lessons 2-3

Lesson 2: The Global Workplace

Identify Ways to Prepare for a Foreign Position

Preparing for a Foreign Position

Difference between domestic and international:

• Domestic refers to anything that happens within a single country. For example, a domestic flight stays inside national borders, and a domestic business only operates locally.

• International involves multiple countries. So, international travel means crossing borders, and international business means trading or operating in more than one nation.

Communicating with others around the world is often as easy as picking up a cell phone or moving a computer mouse.

Building Your Résumé

A résumé is a set of accomplishments.

It showcases your skills, work experience, and education to potential employers, highlighting your qualifications for a job.

Gaining international savvy is typically accomplished by (1) spending time working or volunteering abroad and (2) learning at least one foreign language.

Working/Volunteering Abroad

Myth 1: You should be familiar with the language of the country you’re going to.

Myth 2: Living abroad is out of your budget.

10 good reasons to gain experience abroad:

1. It’s the best way to learn a language.

2. It provides the opportunity to travel.

3. It allows you to learn firsthand about another culture.

4. It helps you develop skills and gives you experience that traditional education can’t possibly provide.

5. It gives you the chance to make friends worldwide.

6. It teaches you valuable lessons about yourself.

7. It expands your worldview.

8. It gives you the opportunity to break out of a traditional academic routine.

9. It enhances employment opportunities.

10. It increases the overall value of your education.

Taking Foreign Language Courses

Studying a foreign language takes focus and discipline—two traits that employers want to see in their employees.

A classroom can be one of the best ways to learn a foreign language because you have the opportunity to interact with others and ask questions. Hearing the language spoken and used can make it much easier to learn.

The method you use should depend more on what your personal learning style is than on what company is providing the lessons.

There are three main ways of learning another language:

1. Attending classes with a teacher and students

2. Taking online courses with interactive learning materials

3. Studying at home with a mixture of books, audio files, DVDs, or online videos and tutorials

Classroom courses

are structured learning environments where students engage with a teacher and peers to enhance language acquisition through interactive activities.

In a classroom, you have the chance to ask questions and receive immediate feedback.

Online courses

You have quite a few online language courses to choose from, and you can do the lessons at your personal convenience. The advantage of online courses is that you can work on your own time and at your own pace. However, feedback may not be as immediate as it is in a classroom. If you choose to take an online course, be sure to choose a reputable school.

At-home studies

Learning a language at home is often the most convenient of all methods. You can choose the materials to use, and you can decide when to work on them. However, studying on your own at home requires self-discipline to follow through on lessons. Also, you have no teacher to give you feedback or answer your questions.

Immersion camps

Immersion camps are another option in which you can learn a wide variety of languages. In an immersion camp, students are “immersed” in the language they’ve chosen. Specific activities are designed to help attendees learn a language in a short amount of time. Camps attempt to duplicate actually living in a place where the language is spoken. Some camps require students to travel to a foreign country; others don’t. Many immersion camps are scheduled for the summer months when regular school isn’t in session.

Friends

One other way you can learn a second language is to meet with someone who speaks it and have that person help you with fluency, slang, accent, and other elements that are harder to get through some lessons.

Some of the best languages to learn for the business world include

• Arabic

• French

• German

• Hindi

• Japanese

• Mandarin Chinese

• Portuguese

• Russian

• Spanish

Key Points 

• The global workplace is the norm in many office settings. 

• Your résumé needs to reflect your familiarity with inter-nationality.

• Gaining international savvy is typically accomplished by spending time working or volunteering abroad and learning at least one foreign language. 

• There are three main ways of learning another language:

  1. Attending classes with a teacher and students

  2. Taking online courses with interactive learning materials

  3. Studying at home with a mixture of books, audio files, DVDs, or online videos and tutorials

Explain How to Function as an Employee of a United States Firm in a Foreign Country

Working for a United States Firm in a Foreign Country

International Etiquette

you must learn the etiquette, or the rules indicating the proper and polite way to behave, and manners of the country so you present the right image and not offend anyone.

Many books on the geography, industries, customs, etiquette, people, and traditions of other countries are available in bookstores and libraries.

Foreign Etiquette:

JAPAN

• Shaking hands should be done lightly. Bowing is another acceptable form of greeting.

• Nodding shows you’re listening and you understand.

• Prolonged eye contact is considered rude.

• Punctuality is highly valued and expected.

• Saving face is extremely important; avoid ever saying “no.”

CHINA

• Touching of any kind is frowned upon.

• Business cards are always exchanged upon meeting.

• Negotiations are conducted through a slow process that can take more than a week.

• Being on time is important, but being early is considered rude.

MEXICO

• Be prepared to stand close without showing any discomfort.

• While dining, always keep both hands above the table.

• Attempts to speak Spanish are always welcomed and appreciated.

• Deadlines are often considered little more than general targets.

• Machismo (excessive masculinity) plays a large part in the culture and in business dealings.

Becoming an Expat

Moving is always full of hours of work, sweat, and boxes, but a move from one part of the globe to another is different.

Adjusting to life in another country depends on a number of factors such as:

• how much traveling you’ve done in the past

• how exotic or different the country is

• how much research and preparation you do before you move

• how much support you have from your company and coworkers

• and how flexible and adventurous you are in general

Five-stage cycle of cultural adjustment:

1. Honeymoon stage. During the honeymoon stage, you’re thrilled with the adventure and excitement of the new location. You couldn’t be happier.

2. Culture shock stage. After a month or two, the thrill may wear off and leave you keenly aware of the shortcomings of this new country. Homesickness may kick in, and the urge to pack up and come back home is high.

3. Initial adjustment stage. After culture shock, you may accept that you’re here to stay, so make the most of it. Connect with others. Establish a routine. Seek out favorite hang-outs.

4. Mental isolation stage. The mental isolation stage is a tough part of the cycle, as you may feel that home and family are a long way away. Since you’ll feel extra lonely during this stage, you must be determined to work your way through it.

5. Acceptance and integration stage. Finally, of course, you reach a point at which you stop wanting to change the culture and find yourself changing to fit it.

Homesickness

Taking advantage of the sights and points of interest in the country where you’re temporarily living can help to alleviate homesickness and loneliness.

• Take with you some special items that remind you of home.

• Build a network of social friends that you can spend time with.

• Immerse yourself in learning about the people, the culture, and the country.

• Talk with others about how you feel; don’t ignore your homesickness.

• Call, write, and send emails home regularly. You might even video chat with friends and family members back home!

• Think positively—your situation is going to get better very soon!

• Travel within the country to learn more about it and enjoy what it has to offer.

• Spend time with the people in your company or neighborhood.

• Keep as busy as possible so that your mind doesn’t wander.

• Get enough sleep and eat a healthy diet so you’re physically in good shape.

Key Points 

• An expat is a person who is voluntarily absent from his or her country.

• When you’re representing your company in another country, you must learn the etiquette, or the rules indicating the proper and polite way to behave, and manners of the country so you present the right image and not offend anyone. 

• The five-stage cycle of cultural adjustment includes:

  1. Honeymoon stage

  2. Culture shock stage

  3. Initial adjustment stage

  4. Mental isolation stage

  5. Acceptance and integration stage

• Keeping in close touch with your employer and coworkers, as well as your family and friends, can make the transition from your home country to a foreign country easier.

List Ways to Overcome the Challenges of Working for a Foreign Firm in the United States

Working for a Foreign Company in the United States

When foreign-owned companies operate in the United States, they generally have a positive effect on the U.S. economy.

Culture

Culture is the beliefs, customs, arts, etc., of a particular society, group, place, or time.

It encompasses virtually every aspect of life you can think of:

• how people communicate (verbally, nonverbally, and in writing)

• what they believe (religious and/or spiritual)

• how they express themselves (art, science, music, and so on)

• where they work, what they think (understand and/or interpret)

• how they interact (for example, rituals, traditions, ceremonies, and relationships)

Understanding and Avoiding Ethnocentrism

Ethnocentrism is the belief that your culture and everything it includes is the normal or right one. To someone with ethnocentric beliefs, other cultures, because they’re different in one way or another, are abnormal or wrong.

An ethnocentric attitude can become a problem if you find that you’re unable to accept the ways of other cultures.

Ethnocentrism leads directly to two issues that should have no role in the workplace: prejudice and discrimination.

Understanding and Avoiding Prejudice and Discrimination

Prejudice is an unfair feeling of dislike for a person or group because of race, sex, religion, etc. A prejudice develops whenever a person attributes negative traits and/or bad feelings to an entire group of people based on what the person was taught as a child and/or experienced in an isolated incident. Prejudices are learned from our parents, our teachers, our schools, the media, and personal experiences we’ve had.

An incorrect generalization, often referred to as a stereotype (to believe unfairly that all people or things with a particular characteristic are the same).

Stereotypes can be based on gender, race, religion, age, sexual orientation, or disability.

When prejudices turn from emotions or attitudes into actual actions, they become discrimination. An example of discrimination is the denial of rights to people because of gender, age, religion, race/national origin, sexual orientation, or disability. The denial of the right to vote to these groups was a definite form of discrimination.

Working with People of Different Cultures

Many of your coworkers may speak a different language, of course, but they may also have a different way of communicating nonverbally through body language.

People from other countries may wear clothing or accessories that are different from what you’re accustomed to, or they may celebrate different holidays or practice unfamiliar religions.

• Question your prejudices at all times. Do they truly have logic behind them? Most of the time, the answer is no. Prejudices are generally inaccurate and based on wrong or outdated information.

• Search to find common ground with your coworkers and supervisors. The differences may be more obvious at first, but look beyond them to what you might share. You already work for the same company and have the same goals for it, so you can build from there.

• Learn as much as you can about the culture in which you’re working. The more you understand the reasons behind the other employee’s actions, words, beliefs, and customs, the easier it is to accept them.

• Get involved in their culture as much as possible. Try eating food from their country. Go to a celebration with coworkers and see what happens.

• Learn as much of the language as you can, including slang. It will make you feel closer to your coworkers, and they’ll appreciate your efforts.

• Ask other U.S. workers for support, guidance, and encouragement. They probably have some great tips to share with you.

Recognizing the Advantages of Diversity

Diversity is the state of having people who are different races or who have different cultures in a group or organization.

Diversity covers a wide range of characteristics ranging from age, gender, religious beliefs, ethnicity etc. Workplace diversity, cultural or otherwise, increases creativity and incorporates new and alternative attitudes.

Just as prejudice and discrimination shouldn’t exist in the workplace (or the rest of life, for that matter!), diversity is an excellent element to include at work.

Key Points

• Culture is the beliefs, customs, arts, etc., of a particular society, group, place, or time. It encompasses virtually every aspect of life you can think of: how people communicate, what they believe, how they express themselves, where they work, what they think, and how they interact.

• Ethnocentrism is the belief that your culture and everything it includes is the normal or right one. To someone with ethnocentric beliefs, other cultures, because they’re different in one way or another, are abnormal or wrong.

• A prejudice develops whenever a person attributes negative traits and/or bad feelings to an entire group of people based on what the person was taught as a child and/or experienced in an isolated incident. It’s an incorrect generalization, often referred to as a stereotype.

• When prejudices turn from emotions or attitudes into actual actions, they become discrimination.

• Just as prejudice and discrimination shouldn’t exist in the workplace (or the rest of life, for that matter!), diversity is an excellent element to include at work.

FLASHCARDS

• Domestic International - Someone who works at a foreign branch of a company based in the United States

• Résumé - A set of accomplishments

• Expat -  A person who is voluntarily absent from his or her country

• Etiquette - Rules indicating the proper and polite way to behave

• Culture - The beliefs, customs, arts, etc., of a particular society, group, place, or time

• Ethnocentrism - The belief that your culture and everything it includes is the normal or right one

• Prejudice -  An unfair feeling of dislike for a person or group because of race, sex, religion, etc.

• Stereotype - To believe unfairly that all people or things with a particular characteristic are the same

• Discrimination - When prejudices turn from emotions or attitudes into actual actions

• Diversity - The state of having people who are different races or who have different cultures in a group or organization

• Culture Clash - Different methods of communication compared to your own experience, which can cause conflict

Lesson 3: Interpersonal Communication Skills

Evaluate the Elements of Effective Interpersonal Communication

What Is Interpersonal Communication?

an exchange of messages between two or more people.

People communicate with those they’ve never met face-to-face via email, phone, and social media.

Interpersonal Communication Skills

Interpersonal communication is the complex process involved in the exchange of a message between two or more people.

Some key interpersonal communication skills:

• Active listening – Not just hearing, but truly understanding what someone is saying.

• Verbal communication – Choosing the right words, tone, and clarity to express yourself.

• Non-verbal communication – Body language, facial expressions, eye contact, and posture.

• Empathy – Understanding and sharing the feelings of others.

• Conflict resolution – Navigating disagreements calmly and constructively.

• Feedback – Giving and receiving input in a respectful, helpful way.

• Emotional regulation – Managing your own emotions to communicate more effectively.

The Communication Cycle

Because interpersonal communication is the exchange of messages between two or more people, there is a communication cycle. The communication cycle consists of four essential elements:

• Message is the idea or information shared from one person to another. Messages vary in terms of complexity and directness.

• A Sender delivers a message to the receiver who in return delivers feedback to the sender.

• Receiver is the person (or persons) to whom you send the message.

  Senders can tailor their messages to suit the receiver, keeping in mind the receiver’s

  • Educational background

  • Personal values

  • Family and childhood experiences

  • Social and cultural customs

  • Religious background

• Feedback is the receiver’s response to the message. Feedback can be verbal, nonverbal, or some combination of the two.

Communication Barriers

Communication barriers can result in a message being misunderstood and prevent effective communication between a sender and a receiver.

Physical communication obstacles must be avoided to ensure effective message delivery and retention.

Ten common barriers to identify:

• Criticism

  Conflict: Making a negative evaluation of the other person’s behavior or attitudes

• Humiliation

  Conflict: Demeaning or stereotyping another person

• Diagnosis

  Conflict: Playing amateur psychiatrist by analyzing why a person is behaving a certain way

• Extravagant praise

  Conflict: Being too nice by saying things about a person that are excessive or untrue

• Threats

  Conflict: Attempting to control the actions of others by threatening negative consequences

• Moralizing

  Conflict: Telling another person what to do, or “preaching” what you believe is right

• Bullying

  Conflict: Saying things that put down or shame a person

• Offering unwelcome advice

  Conflict: Giving the person a solution to a problem even when it wasn’t asked for

• Diverting attention

  Conflict: Pushing the other person’s problems aside through a distraction

• False reassurance

  Conflict: Ignoring the other person’s negative feelings

Identify the Traits of Effective Oral Communication

Effective Oral Communication

Oral Communication

At its roots, oral communication is simply the exchange of a message between two or more individuals through speaking.

Oral communication is a complex process that involves several critical skills. Words, tone, pace, pitch, facial expressions, body language, and listening skills each play an important role in interactions with other people.

Pace

The rate at which you speak, or pace, can either enhance or interfere with your ability to communicate your ideas. If you speak too quickly, your listeners may have difficulty understanding what you’re saying. Rushing also fails to emphasize your key points. If, on the other hand, you speak too slowly, you risk losing your listeners’ attention.

In oral communication (speaking), your voice is the primary means of conveying your message. Your ability to communicate therefore depends on the vocal qualities that accompany your words. Even the most vibrant and insightful ideas can lose their vigor if you mumble or speak too quickly or slowly.

Practice Your Pace

Few of the most common areas of confusion, together with some of the ways to fix them:

1. Who or whom?

Who is the pronoun representing the initiator of an action (subject), and whom represents the person, place, or thing that’s acted upon (object).

A simple rule of thumb can help prevent mistakes: replace who/whom with he/him. If he sounds right, use who; if him is right, use whom.

2. Too much distance between noun and pronoun.

Most readers instinctively link a pronoun with the noun or pronoun that immediately precedes it.

3. Comparisons

In comparative statements, many people become confused over whether to use pronouns referring to a subject (I, you, she, he, we, they) or objects (me, you, her, him, us, them).

4. That, which, or who?

1. When combining two or more ideas in a single sentence, it’s sometimes difficult to choose among relative pronouns. Use the following guidelines to help you make the right choices:

   • Use that when introducing information essential to the meaning of a sentence.

   • Use which to introduce information that’s important but not essential to the meaning.

   • Always use who when referring to persons, whether or not what you have to say about them is essential.”

5. Other common grammatical errors involve agreement between the subjects and verbs.

Typically, a singular subject requires a singular verb. A plural subject requires a plural verb.

You can usually avoid confusion by adhering to the following general rules:

• Nouns ending in s—such as persons or ladies—are usually plural.

• Verbs ending in s—such as asks, calls, or takes—are usually singular.

• Memorize exceptions. For example, nouns such as women or people are plural even though they don’t end in s. The pronouns I and you, meanwhile, are singular, but typically don’t use verbs ending in s.

Vocal Delivery

A person’s vocal delivery, the combination of volume, pitch, tone, and clarity, is essential to effective message delivery.

Volume, Pitch, and Tone

• Volume is the relative loudness or softness of a voice. Some people speak so loudly that listeners want to cover their ears. Others speak so quietly they can hardly be heard. In ordinary conversation, a moderate volume is best.

• Pitch is the relative highness or lowness of a sound. A flute has a higher pitch than a trombone.

• The combined effect of pace, volume, and pitch is referred to as tone, a vocal quality that indicates the speaker’s mood, feelings, or attitude. Communication experts agree that variation in tone holds a listener’s attention—and enhances a speaker’s message—more than a voice that has little variation, referred to as a monotone.

Clarity

Clear speech is one of the most important tools of effective communication.

Clear speech consists of two important factors:

• Pronunciation means saying a word correctly, as determined by a standard dictionary.

  It’s important when thinking about pronunciation to consider regional dialect.

• Enunciation—sometimes referred to as articulation—is the process of speaking clearly and precisely. Proper enunciation depends on all the organs of speech—lips, teeth, jaw, and tongue—working together to form sounds distinctly.

  The tongue and jaw, in particular, must be flexible enough to make rapid distinctions between vowel and consonant sounds. Poor enunciation can result in misunderstanding; you don’t want to be perceived as sloppy, lazy, or lacking commitment to what’s being said.

Clarity:

If you’re often asked to repeat something because of your pronunciation or enunciation, here are a few tips to try to improve your clarity:

1. Listen attentively to those who speak correct, effective English. Pattern your speech after theirs. You can ask a friend who speaks well to call your attention to any errors you make.

2. Imitate a favorite radio or television announcer. Be sure to choose an announcer with perfect pronunciation and enunciation.

3. Listen to recordings of popular books narrated by excellent speakers. Most books are written in Standard English. Be cautious, however, because dialogue is often written in slang or local dialect.

4. Practice tongue twisters. These are an excellent exercise for your lips, tongue, and jaw. Practice a few times a day to increase your clarity.

TONGUE TWISTERS

Practice your enunciation and pronunciation with these two tongue twisters.

1. A tutor who tooted the flute tried to tutor two tooters to toot. Said the two to the tutor, “Is it harder to toot or to tutor two tooters to toot?”

2. Red leather, yellow leather, good blood, bad blood

Grammar

refers to the rules that govern the way words are joined together into phrases and sentences.

The function of grammar is to provide a reliable set of guidelines for communicating clearly and consistently. The goal of communication is to be understood accurately.

Like pronunciation and enunciation, grammar sends as strong a signal about a speaker as the content of the speaker’s message. Incorrect or sloppy grammar typically creates an unfavorable impression, which can hinder you from achieving your full potential.

Grammar:

Grammar also serves to distinguish different kinds of words, such as those that name, describe, or connect. Words are divided into eight categories according to English grammar:

Parts of speech.

1. Nouns are naming words that identify people, animals, places, and things (such as dog, woman, or apartment), as well as more abstract conditions like emotions, qualities, and events (such as wedding or joy).

2. Pronouns are words that replace nouns in sentences (such as I or they).

3. Verbs are words or groups of words that express an action or a state of being (such as to go or run).

4. Adjectives are words that describe nouns and pronouns, usually in terms of variety or type, number, and possession (such as big or red).

5. Adverbs are words that describe verbs, adjectives, and other adverbs, usually by answering questions relating to how, when, and to what degree (such as fast or boldly).

6. Prepositions are words or phrases that express relationships of space, time, or purpose (as in the phrase “Carl ran across the street,” or “The mail will arrive in an hour.”).

7. Conjunctions are words such as and, but, and or, which link words or groups of words within a sentence.

8. Interjections include greetings, such as hello, goodbye, and so long, or expressions that directly express feelings, such as “Oh my” or “Good grief.”

Key Points

• Positive oral communication combines the vocal qualities pace, pitch, volume, pronunciation, enunciation, and grammar.

• When speaking, a moderate pace of 120 words per minute is ideal for clear communication.

• Vocal delivery is made up of the person’s tone, pitch, volume, and clarity.

• A person’s voice is judged as pleasant or unpleasant based on pitch, volume, and tone.

• Clarity when speaking is one of the most important elements in effective and positive interactions.

• Using correct grammar leaves a positive impression on the receiver.

• Understanding the parts of speech is essential to formulating grammatically correct oral speech.

Analyze the Impact of Proper Body Language to Encourage Effective Communication

Understanding Body Language

The nonverbal messages you communicate physically to others—known as body language—can have more impact on your message than the words you speak.

Studies in communication have determined that about 7 percent of any message we send is conveyed by our words, while 38 percent is conveyed by our tone of voice. The remaining 55 percent of any message we send is communicated through body language.

Body language includes a variety of signals, such as

• Facial expression

• Eye contact or lack thereof

• Gestures

• Posture

• Appearance

Facial expression

Facial expressions can convey different meanings depending on circumstances and accompanying body language.

• An obvious positive nonverbal message is a smile. Smiling expresses a wide variety of meanings, such as agreement or sharing pleasure in a joke.

• An obvious negative nonverbal message is a frown. Frowning or wrinkling the forehead often indicates worry, displeasure, or concern. Frowning can indicate concentration, as when someone is reading a complex report or working through a complicated idea.

Twisting the mouth, chewing the lips, or grimacing may indicate a variety of emotions, such as nervousness, indecision, or exasperation.

As a general rule, the most effective facial expression is sincere, interested, friendly, and attentive.

Eye Contact

Eye contact is another important nonverbal communication. Of all the parts of the body used in nonverbal communication, the eyes are the most powerful.

Direct eye contact signals interest and conveys a sense of likeability and honesty. If you make eye contact when you speak, your listener may be more apt to trust you. Failure to make eye contact, by contrast, can signal nervousness or dishonesty.

Effective eye contact means more than just a fleeting glance.

Eye contact lasting too long can be distracting, intimidating, or convey inappropriate intimacy. Reserve long periods of eye contact for appropriate occasions.

Gestures

Communication can also be enhanced or impaired by gestures, certain movements of your arms, hands, legs, feet, and head.

Avoid excessive gestures that can distract from your message, like

• Fidgeting with your hands

• Scratching

• Patting your clothing, hair, or jewelry

• Jingling pocket change

Note that some gestures convey more precise messages. Some of the most common of these include

• Tapping of hands and feet—impatience

• Stretching the arms backward and upward—desire to leave

• Holding the stomach—anxiety

• Crossing the arms across the chest—unwillingness to listen or agree

• Leaning toward a listener or speaker—sincere interest

• Leaning away from a listener or speaker—lack of interest

Posture

The way you hold yourself physically—commonly referred to as posture—can reflect how you feel about yourself. Your posture sends a strong signal to others about how you expect to be regarded. People tend to treat you exactly as you ask to be treated.

• Poor upper-body posture may signal low self-esteem—at least until other people know enough about you to change their opinion.

• Often upper-body posture simply represents a longstanding habit.

The lower body also plays an important role in posture. The way you stand can either distract your listeners or subtly command their attention. A common nonverbal behavior that undercuts credibility is settling back on one hip. Standing with one hip twisted away from your listeners—literally distancing yourself from them—sends a subtle message of unwillingness to engage in the conversation.

Appearance

Studies show that we form distinct impressions of others during the first five seconds of seeing them. The next five minutes extends our immediate impression either favorably or unfavorably by another 50 percent. Hair, facial hair, and clothes are all important factors in that impression.

Our clothes send a message. Appropriateness is key.

The way you present yourself communicates how you feel about yourself and others will tend to treat you accordingly.

Key Points

• Body language has a larger impact on message reception than the words or tone of the speaker.

• Body language includes facial expressions, eye contact, gestures, posture, and appearance.

• A positive or negative facial expression is the first element of body language a receiver notices.

• Eye contact is the most powerful form of nonverbal communication.

• Understanding the body language signals you’re sending helps you avoid undermining the message you’re trying to communicate.

• Communication can be enhanced or impaired by gestures of the speaker’s arms, hands, legs, feet, and head.

Describe the Role of Active Listening in the Interpersonal Communication Process

Active Listening

Listening to the messages others send you is a crucial part of the communication process.

Many people mistakenly think of listening as a passive function. Hearing the speaker’s words, however, is only about a third of the listening process. The remaining two-thirds involves interpreting the meaning of the messages being conveyed, both verbal and nonverbal, and constructing an appropriate response.

Listening effectively is an active process, referred to as active listening. Active listening involves empathizing—understanding and sharing the feelings of the speaker—to clearly determine his or her thoughts and feelings.

Active listening means processing information in two ways:

1. Listening for content

2. Listening for intention

Active listening means processing information in two ways: Listening for Content

Listening for content involves determining the key words of a speaker’s message.

Studies show that most people listen at about a 50 percent efficiency rate for the first three to five minutes; when tested immediately afterward, they can accurately remember only half of the words.

Active listeners listen at a higher efficiency rate than the average person. Efficiency is directly related to concentration.

The following steps can improve overall listening efficiency:

1. Maintain eye contact with the speaker—this makes it more difficult for your attention to wander.

2. Ask yourself why you’re listening at the beginning of the conversation. When you find your mind wandering, remind yourself why it’s important that you focus on the message.

3. Create a picture in your mind of what the speaker is saying. This will force you to hear all of the words and remember the overall message.

Active listening means processing information in two ways:

Listening for Intention

Communication occurs on a variety of levels. When you listen for content, you focus on the factual or informational level. When you listen for intention, you note the speaker’s attitudes and emotions.

1. Key into speakers’ vocal factors to learn of their attitudes and feelings towards the subject. Phrases delivered at a faster pace can suggest the speaker is in a hurry. Delivered more leisurely, the same sentence may suggest an unwillingness to share. Similarly, tone and pitch can clarify a speaker’s attitude. A low pitch and a muttered, groaning, or regretful tone of voice can make the speaker’s unwillingness even more apparent. By contrast, a higher pitch and a more lilting, upbeat tone can express a sense of anticipation or eagerness.

2. Look for words of emphasis. A speaker will put emphasis, or stress on a particular word, to draw attention to its importance.

3. Read the speaker’s body language. You can learn a good deal about a speaker’s intentions from his or her facial expressions, gestures, and posture.

4. Ask clarifying questions if you’re unsure of the speaker’s intention. Asking questions may not be appropriate during a presentation, but you can jot down your question and ask it later.

Good listeners know when not to speak: they understand and respect the importance of silence.

Effective listeners allow speakers time to find the right words, tone, and other vocal colorations needed to express an idea clearly and precisely.

Key Points

• Active listening is an important component of effective interpersonal communication and involves the whole body.

• Both listening for content and listening for intention are required for effective active listening.

• Good listeners know the value of silence in the communication process.

Identify Proper Interpersonal Communication Techniques for Mediated Communication Tools

Mediated Communication

Interpersonal communication is no longer simply face-to-face interactions, it also consists of mediated communication, or communication carried out by the use of technology that doesn’t require in-person interaction.

Because of the lack of face-to-face interaction when using a mediated communication tool, you must rely on your words and tone.

Telephone Etiquette

Etiquette is a polite code of conduct. Using proper etiquette when answering and making phone calls leaves a positive impression with your message receiver and increases the likelihood that your message will be received as intended.

Basic rules for proper telephone etiquette ensure effective interpersonal communication:

1. Answer promptly. Make sure that the phone is covered at all times. Try to answer on the first or second ring. Avoid letting the phone ring more than three times.

2. Identify yourself. Immediately give the name of your employer.

3. Speak pleasantly. Avoid extremes. Don’t speak too softly or too loudly, too slowly or too rapidly. Pronounce your words distinctly and with expression; that is, don’t sound mechanical, like a robot. Speak naturally, in a relaxed, low pitch so that your friendly personality comes through in your voice.

4. Be courteous. Besides using polite language—please, thank you, pardon me—give your caller your full attention, or explain why you can’t. Never try to talk to a caller and someone else at the same time.

5. Explain interruptions. If you must leave the telephone to get information or put the caller on hold to answer another line, explain why and give the caller a chance to respond. Always thank a caller for waiting.

6. Use the telephone properly. Place the receiver firmly against your ear, with the center of the mouthpiece about three-fourths of an inch from your lips. Speak directly into the mouthpiece. Never eat, drink, chew gum, smoke, or put anything in your mouth while you talk on the phone.

7. Conclude courteously. Usually, the caller is the person responsible for ending the conversation.

Email Communication

Communicating via email can be quite challenging. You’re relying only on words to communicate which, as we learned before, is only 7% of in-person communication.

When it comes to email communication, just like all communication, you want to communicate appropriately to ensure effective interpersonal communication and provide a positive impression of yourself and your employer.

Email Communication:

Ensure effective email communication and message retention by taking the following steps:

1. Understand the proper level of formality required in the email.

Avoid the assumption that just because the communication is via email, the word choice should be any less formal. As a general rule, communicate as if the email were printed on company letterhead. This means no abbreviations, type full words, and use proper grammar. (No “u” for “you” or “y” for “why.”)

2. Address new contacts with the highest level of courtesy.

(“Dear Mr. Ervin,” or “Hello, Ms. Arthur”). Until your new contact asks to be called something different, it’s appropriate and polite to refer to them with formality. Most people don’t mind being called by their first name, but working in a global economy means you may encounter people from different cultures and traditions who find it unprofessional to be referred to by other than their last name.

3. Avoid using the “reply all” function in group emails.

Unless absolutely appropriate and all recipients need to see your reply, don’t use this button. Replying to all can irritate your receiver and hinder your intended message.

4. Respond promptly.

You should do your best to reply to all emails within 24 hours or less. If a lengthy response is required and you don’t have time for such a timely email, send a short email with your timeline. This will keep senders from feeling as though you’re ignoring their email or worrying that it wasn’t received.

5. Proofread your messages before sending.

Because this is a written communication, your mistakes won’t go unnoticed by the receiver. Inaccuracies are often judged and lead to a negative impression of you as the sender. This can hinder effective communication.

Social Media and the Internet:

1. Understand the social media you’re using

Is the platform designed for conversation, contribution, collaboration, or all three? Be sure to use the correct platform for your purpose. You can have a perfectly developed message which on one type of platform may be well received and completely effective but ignored entirely on another.

2. Be meaningful in your message

People are on social media to be engaged. Wasting time with a meaningless message will not only get ignored but also turn people off to future messages you’re trying to deliver.

3. Respond to all comments made on a message you sent out

Nothing shoots down a message faster than ignoring the comments. Think of responding to comments as feedback you’d use in face-to-face communication. If you delivered a message to someone in person and they just stared at you with no feedback, you would be upset and have a negative impression of the receiver. So, don’t ignore the digital feedback on social media.

4. Keep your professional and personal accounts separate

This allows you to keep your tone professional when posting from your employer.

5. Use a grammar and spelling checker for your posts, updates, or tweets before you send

Much like with email, your mistakes won’t go unnoticed and could lead to a poor impression of yourself or your employer.

Key Points

• Mediated communication is changing the way we think of interpersonal communication.

• Just as with face-to-face communication, word choice and tone are both important factors in mediated communication.

• Unique rules for telephone, email, and social media communication ensure effective message delivery.

Integrate Proper Professionalism Techniques When Communicating With Others

Maintaining Professionalism

An effective communicator must practice professionalism—the art of behaving in a courteous, tactful, and businesslike manner in the workplace.

Professionalism: Demonstrate respect

In nearly every profession, you’ll deal with customers and coworkers of different cultures and races. Treat people equally, as individuals, no matter their social class, skin color, sexual orientation, physical challenge, or any other diversity. Observe the “Golden Rule” and treat other people as you want to be treated—with respect and dignity. Behave in a tolerant and nonjudgmental manner toward all people, including those whose background, values, customs, and lifestyle may be different from yours.

Professionalism: Speak positively

Show your maturity and discipline by avoiding gossip, slander, and making negative remarks about your organization. If you must criticize another person or your organization, do so in a constructive manner.

Professionalism: Deliver what you promise

People depend on you. If you’re unable to complete a task or deliver a project within a time frame you’ve agreed to, inform the people who need to know as soon as possible so that other arrangements can be made.

Professionalism: Behave appropriately

Behaving in an overly friendly or familiar manner with people you don’t know well can appear rude. Let superiors and customers set the tone for your interactions in the workplace. Refrain from asking coworkers personal questions; if they want you to know something, they’ll tell you. Work cooperatively and politely with people you don’t like. You don’t have to be friends with everyone you work with, but you do have to work together to complete common tasks in a timely and efficient manner.

Professionalism: Listen more than you speak

Listening shows that you’re interested in other people, which establishes a sense of trust and openness. You can further demonstrate your interest by asking questions and paraphrasing what other people say.

Professionalism: Respond appropriately to criticism

Keep your emotions in check by listening carefully when someone criticizes you. Bear in mind that criticism doesn’t imply that you’re a failure or a bad person. You’ll respond more positively if you consider criticism a gift that can help you develop personally and professionally. It’s also productive to appreciate the risk the other person took in offering a critique. In most cases, a person who takes the time to offer constructive criticism wants to help you improve. Listen to the critique, then paraphrase what you heard. Paraphrasing can have a calming effect on you and demonstrates respect for the other person.

Professionalism: Mind your manners

Simple actions, like saying “please” and “thank you” and allowing others to enter or leave a room ahead of you, create a favorable impression.

Handling an Upset Communicator

The situation will be easier to deal with if you realize that the person is in a highly emotional state.

Keep a positive attitude; that is, try to respond to people or situations in positive rather than negative ways, including nonverbal messages.

Be careful not to frown. A mumbling tone of voice shows lack of respect. Fidgeting or turning away from the client conveys a lack of warmth or a desire to escape. Evasive eye contact indicates insincerity. Above all, avoid confrontational messages such as pointing a finger, shaking your fist, or speaking in a loud voice. Instead, use positive head nods, devote your full attention to the speaker, smile, make appropriate physical contact, be honest, look the speaker in the eye, and use a natural tone of voice.

Handling an Upset Communicator:

Here are some additional tips to help you cope with a tense situation:

• When you notice that someone is becoming upset, show him or her into a private area, if appropriate.

• Ask the person to tell you about the problem. Remain objective. Listen attentively. Don’t interrupt.

• Never place any blame for the problem. Don’t criticize someone else.

• Keep yourself under control, no matter what the upset person says. Talk in a low, calm voice to avoid escalating the person’s anger. At all costs, avoid arguing.

• Apologize for any misunderstanding.

• Try to find a mutually beneficial solution.

• Assure the person that the matter will be resolved and that any conflict will be avoided in the future.

Key Points

• An effective communicator practices professionalism at all times in the workplace.

• Your habits and attitudes toward others make a subtle but distinct impression on the people you deal with.

• While there’s no magic formula for dealing with an upset person, communicating with respect is key to defusing the situation.

• Nonverbal communication is just as important as the words one uses when handling a tense situation.

FLASHCARDS:

• Interpersonal Communication - A message exchange between two or more individuals

• Communication Cycle - The process by which messages are given and received

• Message -  Idea or information shared from one person to another

• Sender - The person who creates and delivers the message

• Receiver - The person to whom the message is sent

• Feedback -  The receiver’s response to the message

• Physical Communication Obstacle - An environmental or natural barrier that prevents effective exchange of information

• Communication Barrier - Conversation-stoppers that block the flow of exchanging information

• Oral Communication - The exchange of a message between two or more individuals through speaking

• Pace - The rate at which words are spoken

• Vocal Delivery - A speaker’s volume, pitch, tone, and clarity

• Volume - The loudness or softness of the sound of a voice

• Pitch - The relative highness or lowness of a voice

• Tone - The vocal quality that indicates a speaker’s mood, feelings, or attitude

• Monotone - A voice that has little variation

• Pronunciation -  Saying a word correctly as indicated by a standard dictionary

• Enunciation - The process of speaking clearly and precisely

• Grammar - The rules that govern the way words are joined together into phrases and sentences

• Parts of Speech - The categories of the English language including nouns, pronouns, verbs, adjectives, adverbs, prepositions, conjunctions, and interjections

• Body Language - The nonverbal messages the sender communicates to the receiver

• Gestures - Movements made by arms, hands, legs, feet, and head during communication

• Posture - The way you hold yourself physically

• Active Listening - Giving attention to and responding

• Empathize - Understand and share the feelings of another person

• Listening for Content - Determining the speaker’s key words and message

• Listening for Intention - Determining the speaker’s attitude and emotions

• Emphasis - Vocal stress on a particular word

• Mediated Communication - Information exchanged using technology rather than face-to-face

• Etiquette - A polite code of conduct agreed upon by a group of people

• Professionalism - The art of behaving in a courteous, tactful, and businesslike manner in the workplace