PURCOMM Flashcards
What are the listening process
Reception (hearing)
Reception (hearing)
Interpretation (meaning association)
Recall (Remembering)
Auditory system picks up the stimuli
Reception (hearing)
Receiver distinguishes a sound from other sounds
Recognition (selective attention)
Sense-making and assigning meaning to the stimulus in relation to the field of experience
Interpretation (meaning association)
TYPES OF LISTENING ACCORDING TO FUNCTION
Informational Listening
vocabulary + concentration + memory
Empathic Listening
attending + supporting + empathizing
Appreciative Listening
presentation + perception +previous experience
Critical Listening
ethos (expertness and trustworthiness) +
logos (well-supported arguments) +
pathos (emotional elements)
Discriminative Listening
phonemic variation + emotional variation +
visual acts as listening
Calling to mind a previously encountered information
Recall (Remembering)
entails listening with the goal of comprehending and retaining information. It is not evaluative and is common in teaching and learning contexts ranging from a student listening to an informative speech to an out-of-towner listening to directions to the nearest gas station. We also use informational listening when we listen to news reports, voice mail, and briefings at work. Since retention and recall are important components of informational listening, good concentration and memory skills are key.
Informational listening
is the practice of being attentive and responsive to others’ input during conversation. Listening empathically entails making an emotional connection with the other person and finding similarities between their experience and your own so you can give a more heartfelt response.
Empathic listening
is a type of listening where the listener seeks certain information which they will appreciate, and meet his/her needs and goals. One uses appreciative listening when listening to music, poetry or the stirring words of a speech.
Appreciative listening
is a process for understanding what is said and evaluating, judging, and forming an opinion on what you hear. The listener assesses the strengths and weaknesses of the content, agrees or disagrees with the information, and analyzes and synthesizes material.
Critical listening
happens when the listener interprets and assigns meaning to sound rather than to words. In discriminative listening, the listener interprets the differences and nuances of sounds and body language is and is sensitive to attributes including rate, volume, pitch, and emphasis in speaking.
Discriminative listening
BARRIERS TO EFFECTIVE LISTENING
Physical barriers
This include hearing disabilities, poor acoustics, and noisy surroundings.
Tuning out
Each of us has an idea of what is right and what is important and brings to the communication process a different set of cultural, ethical, and personal values. If other ideas run counter to our preconceived thoughts, we tend to “tune out” the speaker and thus fail to hear.
Language problems
Unfamiliar words can put an end to the communication process because they lack meaning for the receiver.
Nonverbal distractions
Many of us find it hard to listen if a speaker is different from what we view as normal. Unusual clothing, radical hairstyle, speech mannerisms can prevent us from hearing what the speaker has to say.
Thought speed
The difference between speech and thought rate connects to personal barriers to listening, as personal concerns are often the focus of competing thoughts that can take us away from listening and challenge our ability to concentrate on others’ messages.
Faking attention (pseudo-listening)
This is a type of non-listening that consists of appearing attentive in conversation while actually ignoring or only partially listening to the other speaker. The intent of pseudo-listening is not to listen, but to cater to some other personal need of the listener.
Pattern, Flows, and Kinds of Business Communication
Patterns -Internal -External
Flows -Vertical ~Upward ~Downward
-Horizontal
Kinds -Formal -Informal
is the process of sharing business-related information among the people within the workplace and outside a company
Business communication
Benefits of EffectiveBusiness Communication
- Mitigated conflict
- Increased employee engagement
- Improved productivity
- Improved client relations
- Healthy workplace culture
- Improved direction for employees
- Boosted employee job satisfaction
- Increased innovation
- Strengthened team building
- Improved public impression
The Seven Cs ofBusiness Communication
Conciseness
Completeness
Consideration
Concreteness
Clarity
Courtesy
Correctness
Achieving Conciseness
-use single word substitutes
-avoid redundancy and unnecessary phrases
-eliminate words that explain the obvious or provide -excessive detail
the quality of being short and clear, and expressing what needs to be said without unnecessary words
Conciseness
Avoid redundancy and unnecessary phrases
Redundant Pairs
- free gift
- past memories
- various differences
- future plans
- unexpected surprise
- terrible tragedy
Redundant Categories
- large in size
- heavy in weight
- round in shape
- at an early time
- in a confused state
- of cheap quality
qualifiers
- kind of
- sort of
- probably
- I think
Use single word substitutes
in spite of the fact that although
make an analysis of analyze
give assistance to assist
hold the belief that believe
be in the position to can
Eliminate words that explain the obvious or provide excessive detail
Wordy: Imagine a mental picture of someone engaged in the intellectual activity of trying to learn what the rules are for how to play the game of chess. (27 words)
Concise: Imagine someone trying to learn the rules of chess.
(9 words)
Wordy: After booking a ticket to Davao from a travel agent, I packed my bags and arranged for a taxi to the airport. Once there, I checked in, went through security, and was ready to board. But problems beyond my control led to a three-hour delay before takeoff. (47 words)
Concise: My flight to Davao was delayed for three hours. (9 words)
the state or condition of having all the necessary or appropriate parts
Completeness
Achieving Completeness
proofread the document
check for usability
know your intended audience
Proofread the document
Step 1: Set it aside
Step 2: Print it out
Step 3: Mark your changes
Step 4: Read out loud
Step 5: Double-check details
Step 6: Make corrections
Step 7: Final check
Check for usability
Examine usability through the following questions:
Is the document easy to understand? Is the information engaging? Is the document effective?
Know your intended audience
Examine if the needs of the audience have been met through the following questions:
Will the audience be able to understand the language you have used?
Will the audience understand the purpose of the document?
Have you made it clear what you want the audience to do as a result of reading the information?
careful thought or attention; thoughtful regard for others; treating others as you would have them treat you
Consideration
Achieving Consideration
put yourself in the position of the receiver
emphasize positive and pleasant facts
Put yourself in the position of your reader
Guidelines for Writing with the “You Attitude“
Establish a good, respectful relationship with your readers
Try to empathize with your readers
Stress how your readers will benefit from complying with your message
Be courteous, tactful, and gracious
EXAMPLE:
Insensitive:
You failed to enclose your check in the envelope.
Considerate:
The check was not enclosed. (passive voice)
The envelope we received did not have a check in it. (depersonalized)
Emphasize positive and pleasant facts
Negative – Unpleasant:
You are not eligible for the discount.
Positive – Pleasant:
Members are eligible for the discount. To become a member, please complete and submit this form.
Negative – Unpleasant:
When you travel on company expense, you will not receive approval for first class fare.
Positive – Pleasant:
When you travel on company expense, your approved fare is for tourist class.
pertaining to or concerned with realities or actual instances rather than abstractions; particular (opposed to general)
Concreteness
Achieving Concreteness
To achieve concreteness, substitute vague, general words with specific/precise ones
EXAMPLE:
Many LCUPians are into online games.
48.15% or 104 out of 216 sophomore students of LCUP-CASE are knowledgeable of and have played Call of Duty (CoD)
avoiding unintended ambiguity; the ease with which a reader can understand you
Clarity
Achieving Clarity
Provide specific details
Use words your reader understands
Define acronyms, initialisms, and abbreviations
Provide specific details
Anticipate questions
Answer the 5 Ws:
* ‘Who’ will be involved
* ‘What’ do you want those people to do
* ‘When’ do you want them to take action
* ‘Where’ should the action be completed
* ‘Why’ is the action important
Use words your reader understands
circa vs about
exempli gratia vs [for]example
remuneration vs pay
conflagration vs fire
Define acronyms, initialisms,and abbreviations
the state of being sincerely polite, judicious, reflective
Courtesy
Achieving Courtesy
-Be sincerely tactful, thoughtful, and appreciative
-Take into consideration both viewpoints as well as feelings of the receiver of the message
-Do not be biased
factual and linguistic accuracy
Correctness
Achieving Correctness
check linguistic accuracy
check factual accuracy
Examples:
Marcos is a hero.
Pluto is a beautiful planet.
Soft Skills Sought by Employers
- Communication
- Teamwork
- Problem-solving
- Time management
- Leadership
- Adaptability
- Creativity
- Empathy
- Conflict resolution
- Active listening
- Critical thinking
- Cultural competence
- Customer service
- Decision-making
- Emotional intelligence
- Flexibility
- Goal-setting
- Interpersonal skills
- Negotiation
- Patience
- Positive attitude
- Presentation skills
- Problem analysis
- Self-motivation
- Stress management
Goals of the Candidate (you):
To obtain information about the job/organization
To communicate important information about yourself
To make a positive impression upon the employer
Goals of the Interviewer:
To promote the organization and attract the best candidate
To assess if qualifications match the job requirements
To determine if the candidate “clicks” with the organization and staff
Before the Interview
Research about the industry/company
Identify reasons for wanting to work or having interest in that industry/company
Recall situations that show favorable behaviors/actions
Analyze the skills the employer is seeking
Practice answering common interview questions
Prepare questions to ask the employer
Dress for the Interview
Business professional dress, unless notified otherwise
Carry a binder/portfolio to contain resume, personal calendar, pen
Do not chew gum or bring beverages or food
Dress to Impress - Women
Navy, gray, and black suits
Skirts length should be below the knee
Keep accessories to a minimum
Make-up should look natural
Choose one: handbag or briefcase
Dress to Impress - Men
Invest in a conservative color
Check for proper fit
Wear socks that match your trousers
Clean your shoes
The tie knot should be small
Interview Structure
-Pre-Interview
-Greeting, Introduction, “Small Talk”
-Information Exchange
Interview questions/responses
Information sharing about employer
Interviewee’s questions
-Closing
Next steps
Business card?
Pre-Interview and Greeting
Pre-Interview
Know that you’ll be judged as soon as you arrive
Arrive 10-15 minutes early to compose yourself
Greeting
Know the interviewer’s name
and its pronunciation
Extend a warm greeting
and firm handshake
Wait to be asked to have a seat
Information Exchange
DIRECT: confirms information
Are you able to …
Are you willing to relocate?
Are you willing to travel?
OPEN-ENDED: generates performance data
Tell me about a time when you…
How did you…
Describe a situation where you…
Give me an example of…
WHY QUESTIONS: reveal preferences, motives
Behavioral Interviewing
“The best predictor of future performance is
past performance in similar situations.”
Provide specific examples/situations based on
actual past behaviors, instead of based on
responses to hypothetical questions.
Your Response Strategy:The STAR Technique
Situation
Task
Action
Result
ex.
-During my internship last summer, I was responsible for managing various events.
-I noticed that attendance at these events had dropped by 30% over the past 3 years and wanted to do something to improve these numbers.
-I designed a new promotional packet to go out to the local community businesses. I also included a rating sheet to collect feedback on our events and organized internal round table discussions to raise awareness of the issue with our employees
-I was able to incorporate many of the ideas from the community, as well as make the internal systems more efficient and visible. I am proud to report that attendance increased by 18%.
Master Metacommunication
Be sure to smile
Don’t hurry gestures/movements
Use good posture
Lean forward while listening and answering questions
Make eye contact
Use mirroring
Be conscious of your paravocalics
Do’s and Don’t’s
DO
Convey enthusiasm, confidence, friendliness
Convey maturity and professionalism
Know your nervous body language tendencies and avoid them
Be articulate
Take time to reflect, if necessary, before answering
Be aware of your eye contact
DONT
Be negative
Use ums/likes
Exaggerate or lie
Have your cell phone turned on
Interrupt the interviewer
Engage in a debate
Use acronyms
Asking Good Questions
Prepare questions before the interview
They should be thoughtful and relevant
Address the position, skills, qualifications, etc…
Avoid salary benefits and/or personal topics
After the Interview
Write a thank you note to the interviewer within 48 hours
Recall pieces of your interview conversation
Remind them of your applicable skills and experience
Reiterate your interest in the position
Reflect/Process your experience
What did you do well?
What didn’t go so well?
How can you change that in a future interview?
Process your interaction to assess your fit
Pitfalls
Inability to express information clearly
Untidy personal appearance
Lack of genuine interest or enthusiasm
Unwillingness to start at the bottom
Negative attitude
Lack of eye contact
Being late for the interview
