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Physical barriers
External noise that we cannot control such as a hearing disability, noisy office equipment, loud conversation, and visual distractions
Personal barriers
Internal noise such as fatigue, illness, thinking about homework, and boyfriend
Gender barriers
differences of listening between men and women. Men tend to be more task oriented and women focus more on the relational side
Semantic barrier
Refers to the meaning of words. It can be frustrating because the problem stems from oddities of language not from the listener’s lack of effort
Technology barriers
lose face to face contact and its hard to distinguish tone. Constantly checking emails and texts, and need for constant stimulation
Improving your listening skills
Identify the speaker’s main points with a key word or phrase. take brief notes while you listen then review your notes. Repeat key words in your mind. Listen for the facts as well as the feeling behind the facts. Relate information to current policies and procedures. Avoid prejudice.
Payoffs of effective listening
Effective listeners discover the values, needs, expectations, and goals of those with whom they work. Better management and relationships. Better decisions are made in emergency situations. Learn from others’ experiences
Nonverbal
all intentional and unintentional messages that are not written, spoken, or sounded.
Kinesics
use of the face, which is responsible for most of the meaning in nonverbal messages
Eye contact
engaging in eye contacts shows the speaker that you are listening to them and same for the opposite if you are not interested you won’t look at the speaker for very long. The only time eye contact is prolonged is in extreme anger or intamacy
Body movements, postures, and gestures
Emblems- are intentional body movements and gestures that carry an exact verbal meaning. ex: flipping someone off or giving a peace sign
Illustrator- adds to clarify verbal meaning. Ex: pointing while giving directions
Regulator- Control flow of convo. Ex: interviewer who breaks off eye contact might be signaling the interview is over
Adaptor- gestures in times of discomfort. Ex: pacifying behaviors such as playing with your hair or cracking your knuckles.
Pacifying behaviors
A way to calm themselves by stimulating nerve endings.
Touch (haptics)
The only appropriate time to touch a coworker is through a firm handshake
Business casual and professional dress
closed toed shoes, clean hair, basic business colors are navy, grapy, and neutrals such as tan or beige. Sports coats or jackets for men and women and a tie for men.
Distance and personal space (proxemics)
Intimate distance 18 in
Personal distance 18 in - 4ft
Social distance 4-12 ft
public distance 12ft or more
Physical environment
reveals characteristics of the owner of the territory. Ugly vs. attractive rooms, color and lighting, room size and seating, odor, noise level, and ergonomics.
Time (chronemics)
who’s usually early? Usually late? What does ASAP really mean?
Immediacy behaviors
Verbal (language), vocal using good volume and pitch, visual behaviors making eye contact
Expectancy violations theory
how people respond when nonverbal expectations aren’t met ex: students not looking at the professor
Counseling interview
help the interviewee uncover and solve career related personal or interpersonal problems. Ex: stress, a job change, or relationships with a boss or coworker. Interviewee can be emotional or defensive
Employment interview
one of the most important types and it recruits and selects the best personnel
Exit interview
if an employee was laid off or fired
Grievance or (confrontational) interview
is any type of one-to-one encounter involving conflict and its resolution
Group interview
panel- more interviewees than interviewers
board- more interviewers than interviewees
Informational interview
interviewer wants info from the interviewee. Most common interview
Interrogation
some type of offense involved. Asks open-ended questions
Performance
recognize and reward employees
Give employees feedback/motivate
Discover and help solve communication problems
Persuasive interview
sales presentations, asking for a raise
Telephone/skype interview
a screening interview
Opening phase
Rapport- to get to know each other. Environment and appearance can help rapport
Orientation- to verify specific information ex: telling a candidate timeline within a plan
Motivation- to answer questions honestly and avoid false modesty
Questions phase
heart of the interview. All participants should carefully prepare; decide what info to seek/what abilities to share
Interviewers should use only lawful questions and a form to rate answers
Interviewees should anticipate questions and possible answers to showcase abilities
Closing phase
Summarize major points/next steps
allow interviewee to ask questions
Thank each other for time spent (snail mail or email)
Include any agreement for follow up
Open ended questions
these are broad questions that allow the interviewee maximum freedom in deciding how much and what type of info to give
“Tell me about yourself’ “Describe for me the ideal boss”
hypothetical open questions
allow the respondent maximum freedom in deciding how to respond to an invented but possible situation. “On your first day of work you arrive an hour late. How would you explain this and to whom?”
Direct or specific questions
Short questions requiring a short answer yes or no. “Who recommended you to us?” “How long have you been in this field of work?”
Closed questions
limit the interviewee’s choice of answers to one of the answers supplied in the question. “What size company do you prefer-small, medium, large?”
Loaded questions
questions that have no correct answers but are designed to get an emotional response. “Have you stopped drinking yet?”
Leading questions
Implies the correct answer and are often used to see if the respondent is honest or a “yes” person. “You want the kind of car that gets good gas mileage, don’t you?”
Third person
Phrased involving a third person to make embarrassing or personal questions feel less threatening. “What does your group think about the latest merger proposal?”
Verbal and nonverbal probes
encourage a longer more detailed answer. “Really? Tell me more.”
