UNIT 6 - USING THE TELEPHONE

INTRODUCTION

As far as the nature of telephonic activity in hotel industry is concerned it has to be thoroughly professional or formal. There may be times when hotel staff may have to talk on the telephone with the guest, some staff may spend the majority of the day on phone booking rooms, taking order for services or reservation for meals at a restaurant.

CALL FLOW

The following flow chart describes the nature of telephone activity in the industry:

Importance of telephonic skills

Telephonic skills need to be developed because of some inevitable reasons:
1. They are essential in enabling the employee to develop a customer calling or ‘customer first’ attitude.
2. To develop the service effectively & consistently.
3. To learn telephonic etiquettes.
4. To handle customers on phone effectively.
5. To handle difficult customer (such as rude, aggressive or angry) over the phone.
6. To handle customers proficiently.
7. To retain customers by diffusing customer conflict quickly & efficiently.

The whole service industry is increasing its use of the telephone as it is the quickest & most convenient way of establishing customer contacts.
Therefore, it is essential that all employees represent their organisation in a professionals & friendly way.
Clear & effectively communication is essential to ensure that the business is not lost.
If the staff is not trained properly on telephone skills, they will lose the company business.
Importance of telephonic skills
As it is a universally proven fact – “you will never get a second chance to make a first impression”.
Any employee working in the hotel or any other organisation is the face of that organisation and needs to develop the following, effective telephone skills to be confident or totally proficient in their use of phone.

1. Use the 4 answering courtesies -
a) Greet the caller.
b) State your organisation
c) Introduce yourself
d) Offer your help.
i.e. “Good Evening, The Lalit Delhi, Sakshi speaking. How may I help you?”
Importance of telephonic skills
2. Show enthusiasm when you answer
a) Help make the caller feel welcomed
b) A tired voice lacking in enthusiasm is very unappealing and reflects on the professionalism of your organisation.
c) Use friendly phrases as part of your greeting

3. Remember the smile as you pick up the receivers as it can be heard over the phone too.

4. Closing the conversation at courteous closing includes:
a) Thanking the caller for his call and time
b) Let the caller know you appreciate his/ her business.
c) Provide assurance that any promises made will be fulfilled.
d) Leave the caller with a positive feeling.
Eg. – Thank you for your order
“I am glad we were able to help”
“If you have any further questions in future please feel free to call.”
[NOTE: Let the caller hang up first. This is a simple, courtesy
and it gives the caller a final chance to add something]
Steps in putting the customer on hold
1. Ask him if you can put him on hold.
2. Tell him/ her how long they will be on hold.
3. Assure him/ her that you will be working for him while he is on hold (specify what you will be doing away from the phone)
4. Wait for their response.
5. When you get back to him thank him for being on hold.

Transferring a call

Tell the caller what you can do for him/ her. (Avoid laughing). Help the caller by giving the name of the correct person in the dept.
Own the contact (or complaint), give the caller your name, dept. This is especially necessary for telephone transfers. In case the caller gets disconnected or transformed in the wrong dept. he/ she will have the necessary info to contact the appropriate person.
To save yourself from repeating the info, ask if he has a pen or a paper ready to note slower the info.
Inform the next employee about the tasks done and the upcoming tasks too.

QUALITIES TO TRANSMIT OVER THE TELEPHONE

FRIENDLINESS - Your voice will carry your attitude over the phone.
CONFIDENCE -  Prepare yourself. This will enable you to speak with confidence. Know your property.
INTELLIGENCE - Remember that you are talking with individuals from different backgrounds
   and levels of education. Meet your caller on his level.
CLARITY -  It is embarrassing for the listener to ask you to repeat a statement.
CREATIVENESS - If the opportunity avails itself, help solve problems. Use your expertise to offer alternatives he may not have thought of.
ENTHUSIASM - Find out the positive points about your property and concentrate on them.
INTEGRITY - Be honest, If you do not know, admit it & offer to find out. Do not mislead your prospect.
TACTFULNESS - Be tactful in any situation. Try to convince the guest without hurting his feelings.
PRIDE - Take pride in your company and your work. Let the pride reflect in your voice and your speech. Pride generates enthusiasm. Your pride in the hotel will instill interest & confidence in the mind of the caller.

USE OF TELEPHONE BY FRONT OFFICE STAFF

1. The telephone is to be used for reception business. If you want to make a private call, use the private call box in the lobby. If somebody telephones you personally (not on business), keep your conversation as brief as possible and offer to telephone back from the call box when you are free. Unless you do this, you may keep waiting a potential guest who wants to make a booking.

2. When the telephone rings answer it immediately. The call should be attended within three rings. If you are attending to a guest at that time, first answer the phone, excuse yourself. Do not let the telephone ring without answering it. Although it may at times be irritating the telephone should always come before any desk work, but should not take precedence over the guest at the counter with whom you were dealing before the telephone rang.
3. Do not keep the caller waiting for a long time before attending to him.
A caller on the telephone should never be left longer than 45 seconds without somebody picking up the telephone and telling him again “I am sorry to keep you waiting."
4. Answer the telephone by saying, “RECEPTION (inf. or reservation) GOOD MORNING (good afternoon or good evening), MAY I HELP YOU? Do not answer "Hello".
5. Speak clearly. Pronounce the words carefully. The caller may find it more difficult to understand you on the telephone than if you speak to him at the counter.
6. Be brief and to the point, but not abrupt. Remember that telephone time costs money and that the switchboard operator may be holding another call for you.
7. Be polite, friendly and helpful. On the telephone only your voice can indicate the welcome we want every potential guest to receive. Do not interrupt the caller while he is talking. You must never sound short, sharp, irritated and impatient.
8. Be accurate in what you say. The guest wants to have confidence in you. Do not ‘THINK’ or ‘SUPPOSE’ if you do not know the answer; find out and call back.
9. Be courteous in explaining the hotel rules. Do not use the phrase “You have to”, “I suggest” or “would you mind” is preferable. Never argue with the guest, the guest is always right. If you can not deal with a certain problem, inform the seniors in the department, so that they can deal with it.
10. Take the correct name and contact number of the caller. This information will help you if you have telephone the caller back.

11. Finally, Always remember that you represent the hotel or the organisation you are working for when you pick-up a telephone call at work. Caller does not see you or your hotel, so your voice alone has to help the caller become and remain a satisfied customer.

Telephone Etiquette - In answering the phone

1. Turn away from your computer, desk or other work.
2. Have pens, pencils and notepaper handy.
3. Answer calls promptly, by the second or third ring.
4. Smile as you pick up the phone.
5. Assume your "telephone" voice, controlling your volume and speed.
6. Project a tone that is enthusiastic, natural, attentive and respectful.
7. Greet the caller and identify yourself and your company/ department/ unit.
8. Ask, "To whom am I speaking?"
9. Ask, "How may I help you?"

Telephone Etiquette - In the course of the conversation:

1.  Focus your entire attention on the caller.
2.  Enunciate/articulate clearly. Speak distinctly.
3.  Use Plain English and avoid unnecessary jargon and acronyms.
4.  Use action specific words and directions.
5.  Use the caller's name during the conversation.
6.  Always speak calmly and choose your words naturally.

Telephone Etiquette – Making use of listening skills

Focus your full attention on the caller and the conversation.
Listen "between" the words.
Use reflective/active listening to clarify and check for understanding.
 If there is a problem, project a tone that is concerned, empathetic, and apologetic.
Avoid the Five Forbidden Phrases.
a. "I don't know"
Instead, say: "That is a good question; let me find out for you" or offer to connect the caller with someone who could provide the answer.
If a call involves some research, assure the person that you will call back by a specific time.
If you do not have an answer by the deadline, call back to say, “I don’t have an answer yet, but I’m still researching it.” There is no excuse for not returning calls.

b. "I/we can't do that."
Instead say: "This is what I/we can do."
c. "You'll have to"
Instead say: "You will need to" or "I need you to" or “Here’s how we can help you.”
d. "Just a second"
Instead: Give a more honest estimate of how long it will take you and/or let them know what you are doing.
e. "No."
Instead: Find a way to state the situation positively.

LEAPS
 Use "LEAPS" with the emotional caller to vent.
L Listen; allow the caller to vent.
E Empathize; acknowledge the person's feelings
A Apologize when appropriate, even if the problem is not your fault, you can say, "I am really sorry this has happened" and mean it.
P (Be) Positive
S Solve; suggest/generate solutions that you can both agree on and/or ask what you can do to help and, if reasonable, do it! If not, find a compromise.

Telephone Etiquette – In transferring calls

Transfer ONLY when necessary; get the information yourself.
If you must transfer, avoid the use of the word "transfer." Say instead: "I am going to connect you with".
Explain why you are "transferring" the call.
Give the caller the person's name and direct number
Stay on the line and introduce the caller.
Telephone Etiquette – In taking messages
Identify yourself and for whom you are answering the phone.
Practice political sensitivity.
Indicate the period of time the person will be unavailable.
Write down all the important information given:
a. The name of the caller. Ask for spelling if unclear.
b. The (correct) telephone number of the caller.
c. The message. Ask for clarification if necessary.
Read back what you've written to be sure you've understood the message correctly.
Always assure the person that you will deliver the message promptly.
Deliver the message in a timely fashion.

NEVER:
1. Eat, drink or chew gum while on the phone.
2. Leave an open line:
a. Place the caller on hold
b. Check back with the caller frequently: every 30-45 seconds.

ALWAYS:
Put a smile in your telephone voice and let your personality shine!

UNIT 5 - SPEECH IMPROVEMENT

SPEECH IMPROVEMENT

PRONUNCIATION

How do you understand a new word of a new language? We have to break the word to be able to correctly pronounce it.
A part of a word or a word which contains a single vowel sound is known as a syllable.
E.g. Garden : gar  den
It is a single unit of speech that builds up the structure of every word.
 It gives a word its pronunciation.
Each word contains at least one or more syllable as a word can be formed without a consonant sound but  cannot be formed without a vowel sound.
English language has 26 alphabets.
21 consonants and 5 vowels.

SINGLE SYLLABLE WORDS

Following are the examples of words with single syllable:
Man 2. Cup 3. Hat

Single vowel sound can be made of more than one vowel letters. E.g.
Moon 2. Cake 3. Bought

As all of these words contain only one vowel sound, therefore, they are single syllable words.

TWO SYLLABLE WORDS

Examples of words with two syllables:
Garden : gar  den
Hotel : ho  tel
Consist : con  sist
 Focus : fo  cus
As all of these words contain only two vowel sound, therefore, they are two syllable words.

THREE SYLLABLE WORDS

Examples of words with the three syllables:
1. September : sep tem ber
2. Department : de part ment
3. Telephone : te le phone
4. Camera : ca me ra
5. Saturday : sa tur day

FOUR SYLLABLE WORDS

Examples of words with four syllables:
1. Information : in  for  may  tion
2. Practically : prac  ti  ca  lly
3. Photography : pho  to  gra  phy
4. Competition : com  pe  ti  tion

Word stress

In English, we do not say each syllable with the same force or strength. In one word, we accentuate ONE syllable. We say one syllable very loudly (big, strong, important) and all the other syllables very quietly.
Let's take 3 words: photograph, photographer and photographic. Do they sound the same when spoken?
No. Because we accentuate (stress) ONE syllable in each word. And it is not always the same syllable. So the "shape" of each word is different.


Listen to these words. Do you hear the stressed syllable in each word?
   

                   3 syllables, stress on #1PHO-TO-GRAPH

                        4 syllables, stress on #2PHO-TO-GRAPH-ER

                             4 syllables, stress on #3PHO-TO-GRAPH-IC

This happens in ALL words with 2 or more syllables: TEACHer, JaPAN, CHINa, aBOVE, converSAtion, INteresting, imPORtant, deMAND, etCETera, etCETera, etCETera

The syllables that are not stressed are weak or small or quiet. Fluent speakers of English listen for the STRESSED syllables, not the weak syllables. If you use word stress in your speech, you will instantly and automatically improve your pronunciation and your comprehension.
Try to hear the stress in individual words each time you listen to English - on the radio, or in films for example. Your first step is to HEAR and recognise it. After that, you can USE it!
There are two very important rules about word stress:
One word, one stress. (One word cannot have two stresses. So if you hear two stresses, you have heard two words, not one word.)
The stress is always on a vowel.

Why is Word Stress Important?

Word stress is not used in all languages. Some languages, Japanese or French for example, pronounce each syllable with eq-ual em-pha-sis.
Other languages, English for example, use word stress and pro-NOUNCE DIF-fer-ent SYL-la-bles with more or less im-POR-tance.
Word stress is not an optional extra that you can add to the English language if you want. It is part of the language
 Fluent English speakers use word stress to communicate rapidly and accurately, even in difficult conditions. If, for example, you do not hear a word clearly, you can still understand the word because of the position of the stress.

Word Stress Rules

There are two very simple rules about word stress:

One word has only one stress. (One word cannot have two stresses. If you hear two stresses, you hear two words. Two stresses cannot be one word. It is true that there can be a "secondary" stress in some words. But a secondary stress is much smaller than the main [primary] stress, and is only used in long words.)
e.g. Conversation - /,CONver’SAtion/
We can only stress vowels, not consonants.

Importance of speech in hotels

• The most important quality of a hotelier  would be the capability to communicate effectively with the staff, colleagues and guests. 
• In this new age of electronic communication, one should not forget that effective verbal and non-verbal communication skills should be emphasized and well-executed in the hospitality industry.
• Compelling communication skills are important in a hotel regardless of some staff members not being guest-facing. 
• A few hotels spend considerable amount of money on training their staff to interact with the guests. 
• Good communication skills are a learned art and not a natural skill so one should consider training to enhance staff skills.
• Excellent communication skills enhance guest experience as it conveys that you are listening to your guests, valuing their feedback and conveying clear messages. 
• Apart from communicating with the guests, you ought to know how to write emails. 
• Good communication skills will impress your guests which will further prove beneficial to your hotel business.
• Lack of communication skills  leads to;
• Failing to communicate well with guests which may result in lack of confidence among the staff members
• Failing to process written documents such as emails, reports and other collaterals
• Failing to understand the hotel management software hotels use these days

Results of Great Communication Skills

• Improved customer service
• Better understanding of the instructions from supervisors among the staff members
• Great understanding of the latest technology used by hotels
• Boosted confidence to approach guests
• Positive attitude towards the workplace and higher level of understanding between the department heads and colleagues.

Common phonetic difficulties

Like all languages, spoken English is made up of phonemes (or ‘units of sound’).
It is important to distinguish between phonemes and the letters of the Roman alphabet that are used to spell English words.
The difference between phonemes and letters
To illustrate the difference between phonemes and letters, let’s compare the phoneme that is the consonant sound at the beginning of the word ‘cat’ to the phoneme that is the beginning consonant of the word ‘cycle’. Both are spelled with the letter ‘C’ but they are pronounced differently. These two sounds are sometimes described as a ‘hard ’ and ‘soft ’.
 however there are other ways of representing them, such as by the phonetic symbols /k/ and /s/.

PHONETIC EXAMPLES

• CONCEAL - /kən'si:l/
• PATTERN - /'pætən/
• PERMANENT - /'pɜ:mənənt/
• CONVERSATION - /,kɒnvə'seɪʃən/

Introduction to frequently used foreign WORDS

Foreign phrases are words that have been introduced to the English language that have etymologies/origins from other countries. Etymology is the study of word origins or beginnings. All of the following foreign phrases have come from other languages. It will be helpful to note that the foreign phrases that have similar origins look and sound similar.

1. RSVP: /rā-pōⁿ-dā-sēl-vü-ple /   an expression that represents the French words “respondez s’il vous plait.”  short definition “please respond.”
Situation that the word will be used: This word will be used in many cases when you receive an invitation.
If the person has this on their invitation, they intend for you to let them know if you will be in attendance.
Why do you think they would need to know this?

2. Deja vu:  /ˌdā-ˌzhä-ˈvü/      a french term that means feeling of having seen or experienced something before it has been actually seen or experienced for the first time.
 A short definition of this word is “already seen.”
Situation in which this word can be used: If you have ever been somewhere before, or had a conversation with your friends, and you feel like it has happened before; although you know it has not.  Have you ever experienced deja vu before?

3. Faux pas:  /ˈfō-ˌpä/              a French term that means a social blunder or violation of social norms, customs, etc. Short definition is “false step.”
Situation in which a faux pas occurs: Imagine that Jalen, coming from a family that never eats together or blesses the food before they eat, goes to dinner over his friends house. Jalen feels really embarrassed when he starts tearing into his food only to find that everyone is staring at him in amazement? Why are they staring at Jalen? Did he commit a faux pas? What was it?

4. Du Jour:  /dü-ˈzhər/           a French term that means “of the day,” or “of the moment.” Situation in which du jour is used: Often when you go into a restaurant they will offer a special of the day. Imagine that you go into a restaurant and see a sign that says the soup du jour is clam chowder. What does that mean?

5. Bon voyage: /bän ˌvȯi-ˈäzh /          a French word that is used to express farewell and good wishes to a traveler. Short definition is “good journey/trip”
Situation in which this word is used: On movies you probably have seen a ship leaving dock for the ocean with the passengers waving and the onlookers screaming, “Bon voyage!”. Why were the onlookers screaming this word and not the passengers?

6. Espirit de corps: /i-ˌsprē-də-ˈkȯr /     is a French word that means group spirit; a sense of pride and honor showed by those in the same group or undertaking. Short definition is “spirit of the body”.
Situation in which the word will be used: When President Obama came to BTW, all Memphians had a sense of pride to be from this city. Also, football team, basketball team, and the military are organizations that have a sense of pride. Do these groups have espirit de corps?

7. Avante garde:  / a-ˌvōⁿ -ˈgärd/           is a french word that refers to a group of people usually artistic(singers, dancers, actors, etc.) who use innovative, new and different ways to express themselves. The short definition is “advance garde”.
 Situation in which this word will be used: The singers on the new show X Factor use new ways to sing old songs. What foreign phrase can be used to describe these singers?

8. Carte blanche:  / ˈkärt-ˈbläⁿsh , -ˈblanch /     is a French term that means having unlimited and complete freedom to do whatever you wan to. The short definition is “unlimited freedom”.
Situation in which the word will be used: Imagine that Bill Gates gave you a blank check that you could write for any amount, and they would let you cash it at their bank. At that moment would you have carte blanche?

9. Alma mater: / ˌal-mə-ˈmä-tər /       is a Latin term that means the school college or university that you have attended. It also means school song.o Short definition: “school song; old school”.
Situation in which the word is used: On the movie Lean On Me the principal asked the boys who were skipping in the restroom if they knew the alma mater. Then he asked them to sing it to him. Which definition of alma mater was he talking about?

10. Bon appetit - /bó-nä-pā-tē/
Language: French (“good appetite”)
How it’s used: A cheerful phrase that’s said to someone who is about to enjoy a good meal or—if you want to be ironic—about to eat a very bad meal!
Example: After grilling a thick and hearty burger, Joe served it to Henry and said “bon appétit!”.

11. À la carte -  / ˌä-lə-ˈkärt , ˌa-lə- /
Language: French
If you eat à la carte, you choose each dish from a separate list instead of eating a fixed combination of dishes at affixed  price.
Example: What would you prefer ma’am? Buffet or would you place an order from the a la carte menu?

12. Bona fide -  /ˌbō-nə-ˈfī-dē /
Language: Latin (from “bona fides” or “good faith”)
How it’s used: It indicates sincerity, honest intention, or something that actually is true to its representation.
Example: A jeweler certified that the pearl necklace was bona fide before Jill sold it to Kenny.

13. Per capita -  /pər- 'ka-pə-tə/
Language: Latin (“by head”)
How it’s used: This term is generally found in statistics in lieu of “per person.” Per capita suggests that something is equally applied to each individual.
Example: Each person in Switzerland consumes 22.7 lbs. of chocolate per year, giving Switzerland the highest per capita rate of chocolate consumption worldwide.

14. Tête–à–tête - /'teitə 'teit/ /tĕtatĕt/
Language: French (“head to head”)
How it’s used: Broadly, a tête–à–tête describes a private conversation between two people. The word suggests that the conversation might be secret, intimate, or even romantic.
Example: The quiet café’s private little room was a perfect place for a tête–à–tête.

15. Karate - /kə- 'rä-tē/
Language: Japanese (“empty hand”)
How it’s used: A Japanese art of self-defense employing hand strikes and kicks to disable or subdue an opponent.
Example: Dean wanted to learn karate not only for self-defense, but also to get in shape.

16. Modus operandi -  / ˌmō-dəs-ˌä-pə-ˈran-dē , -ˌdī /
From Latin meaning method of operating. “My modus operandi when studying is to set very specific goals.”

WORDS ADOPTED FROM THE FRENCH LANGUAGE

amour
au gratin
avant-garde
beret
bistro
bonbon
bourbon
cadet
cadre
café
camaraderie
camouflage
carafe
cartel
champagne
chef
chiffon
cliché
clique
collage
commune
corsage
Crêpe
crevasse
critique
crochet
croutons
décor
enclave
entrée
foyer
fuselage
garage
lecture
levee
litre
mademoiselle
masseur
montage
motif
naiveté
parfait
parole
partisan
pastel
penchant
portage
purée
rapport
reprise
revue
ricochet
rouge
roulette
sabotage
saboteur
sauté
savant
suite
timbre
toupee
vignette

UNIT 4 - NON VERBAL COMMUNICATION

Introduction

Nonverbal communication has been defined as communication without words.
It includes apparent behavior such as facial expressions, eyes, body language, touching as well as less obvious messages such as dress, posture and spatial distance between two or more people.
Nonverbal communication is universal in contrast to spoken language.
It can be intentional or unintentional.

Importance of Non Verbal Communication

Non-verbal communication is important in expressing our emotions. Emotions such as happy, satisfied, confident, surprised, eager, tired, stressed, sad etc.
These are almost all expressed through different body gestures and face.
We are able to understand each other up on judging each other's expression.
Non-verbal gestures are what our recipients see in the first place, even before a single word is heard. These figurative messages can be a visual sign of feeling, but our words convey a different message.
Thus, expression of the face becomes basic mode of non-verbal communication among people.

It plays a vital role in communicating interpersonal relationships. Interpersonal communication includes communications that occurs with our words and through our tone of voice, posture and facial expressions.
It is also found by many researchers that non-verbal interpersonal communication like body language may communicate 93 percent of our attitudes and beliefs.
We use language in verbal communication to communicate precise messages.
Non-verbal communication involves any other information that we send and receive from others including our body language, eye contact or how we say a particular message.

Non-verbal communication is a main supporter of verbal interaction.
In fact they supplement each other and give full meaning. Because non-verbal communication can repeat the spoken message: contradict the message that individual is trying to convey; emphasize the message, substitute or complement meaning to make it understand clearly.
For example, when the class teacher comes across his student with frowning face seeking permission to take rest, he would immediately grant permission because he saw how much the student was suffering not only by hearing the reason, but more by judging students facial expression.

Non-verbal communication also reflects individual's personality.
"Personality is the entire mental organization of a human being at any stage of his development.
It embraces every phase of human character: intellect, temperament, skill, morality, and every attitude that has been built up in the course of one's life."
So according to the above definition personality concerns the most vital, obvious parts of an individual's psychological life: it concerns whether a person is sad or happy, lethargic or active, brainy or tedious.
And these are all aspects of non-verbal communication because we are able to define person's personality through judging their facially expressed emotions and behaviors.
For example, my friend wouldn't tell all his personality orally. However, more than that, I will come to know his detail personality upon judging his daily behaviors and emotional expression. Therefore, this shows that nonverbal communication speaks more than verbal communication in our life.

Nonverbal communication plays greater role in performing rituals such as greetings and goodbyes.
The smile we smile as soon as we see someone we recognize from distant itself tells a lot about importance of non verbal communication.
Similarly, waving our hand indicating good bye is another example of non verbal communication.
 None the less, nodding or shaking our head indicates accepting or refusing when others tell something or offers something.
These are some of the details about how non-verbal communication interacts with verbal communication through the process of reinforcement, contradiction, and substitution, complementing or emphasizing.

Kinesics

Kinesics is the name given to the study of body’s physical movements.
Kinesics is considered to be ‘an intelligent way of communication’.
The study of the way in which certain body movements and gestures serve as a form of non – verbal communication.
Body movements and gestures are regarded as a form of non- verbal communication.
Kinesics includes the following things
Body Movements .
Personal appearance
Posture
Eye Contact
Facial Expressions

Kinesics – Personal Appearance

The final area of Kinesics is appearance.
Appearance includes clothes, hair , jewelry, cosmetics and such. It accents our body movements and how we are perceived.
Appearance tells others how we want to be seen.
If you changed your appearance drastically-from formal to informal , for example-how would others respond?
When do you give your appearance special attention ? These occasions tell you about the importance of appearance.
Most people indicate they are not influenced by another’s physical appearance , but apparently they are.
Expect your appearance to a part of the messages you communicate, and should plan your appearance so that it will effectively communicate to others.

Kinesics – Posture

Body shape and posture are a part of kinesics .
Body shape and posture affect how we think about ourselves , how we relate to other , and how others relate to us even though body shape is mostly hereditary and largely uncontrollable .
When we encounter an unfamiliar situation , we become more aware of body shape and posture-interview or a formal speech .
Posture is part of any relationship , regardless of your degree of awareness . Whether you lean forward/backward , stand or sit erectly , or slouch , you tell another person something .
The others mental filter gives meaning to your posture .

Kinesics – Eye Contact

The eyes are considered to be the windows of the soul. You look to the eyes of a speaker to help find out the truthfulness of his speech , his intelligence , attitudes , and feelings.
Eye contact is a direct and powerful form of non-verbal communication

Kinesics – Facial Expression

If you smile regularly you will be perceived as more likable , friendly , warm and approachable.
Similarly the way you raise your brows also communicate a message to others.
You facial expression let others know of your moods and feelings and can also caution them.

Proxemics

Proxemics is a type of non verbal communication.
It is the study of how we communicate with the space around us.
It involves how we arrange personal space and what we arrange in it.
The cultural anthropologist who coined the term in 1963 , emphasized the impact of Proxemics behavior on interpersonal communication.

According to proxemics, physical distance between two people can be co- related to relationship they share, be it personal or social. Proxemics defines this distance.
The study of spatial distances between individuals is different in cultures and situations.
Intimate distance for embracing , touching or whispering 1. close phase – less than 6 inches (15 cm) . 2. Far phase – 6 to 18 inches (15 to 46 cm)
 personal distance for inactions among good friends of family members 1.  close phase – 1.5 to 2.5 feet (46 to 76 cm) 2.  far phase – 2.5 to 4 feet (76 to 120 cm)
social distance for interactions among acquaintances 1.close phase -4 to 7 feet (1.2 to 2.1 m) 2. far phase –7to 12feet (2.1to 3.7m)
public distance used for public speaking 1. close phase – 12 to 25 feet (3.7 to 7.6 m) 2. far phase – 25 feet (7.6 m ) or more.

Proxemics

Chronemics

Chronemics is the study of how human beings communicate through their use of time.

It refers to a communication based understanding of time. These understandings vary from culture to culture and person to person.
Our society does not value time highly.

Chronemics differ from situation to situation as well as relationship to relationship.
A situational example would be, it is acceptable to arrive late for a party but not to an official meeting.
A relationship based example would be that its okay for a doctor to keep a patient waiting, but not the other way around.
Chronemics are an example of non verbal communication, because these understandings function as unstated rues that members of a society more or less follow.

Paralinguistics

Paralinguistic communication is the study of voice and how words are said. 

When you open your mouth to speak, you reveal much about yourself that often has nothing at all to do with the words you are speaking.
Paralinguistic signals and cues refer to every element and nuance of your speech.
Paralinguistics
Here are some common paralinguistic vocal cues and examples:
Rate/Speed Rapid rates of speech (and quickly coming up with a response) have been correlated with composure and self-assurance.
For example, to establish instant vocal rapport and a more subtle connection, speak at a rate or speed similar to the person you are communicating with in conversation.

Rhythm

It refers to a pattern of voice. A smooth rhythm or flow of speech with a low pitch indicates confidence and authoritative convey lack of clarity.
International languages have unique rhythms. It is important to note this because the global language for business today is still English.
No matter what your native language is, if you match the rate and rhythm of speech of the slowest speaking person, it will be easier to communicate and connect on a paralinguistic level.

Volume

Research indicates that confidence, assertiveness, and boldness are reflected in louder speech.
High volume doesn’t mean shouting.
This doesn’t mean that you go around speaking loudly but if you need to be more assertive, raising your vocal volume will help you to do this.

Pitch

Pitch is the natural quality of a voice which can only be changed after a lot of practice.
Low pitched voice is a good quality voice which commands attention and respect as it indicates that the speaker is in total control of the situation.
Whereas a high pitched voice is throated and shrill voice which pierces the listener’s ears and drives them away.
A high-pitched voice can often time sound squeaky or childlike.
Many people associate lower pitches with greater credibility, maturity and authority.
Even though a lower pitched voice is often considered more credible, you should never force your voice so low that you lose vocal power or vocal focus.

Inflection/Vocal variety 

Inflection refers to variations in pitch. 

Quality

Quality usually refers to the vocal characteristics that allow you to differentiate one voice from another. Is a person’s voice small, feminine, or shaky; thin, throaty, or aloof; tense, flat, grating, nasal, harsh, or shrill? All of these represent different vocal combinations of rate, pitch, and volume.

Intensity/Tone 

Finally, how emphatic are the statements? For example if someone says, "I want you to do it now!" The intense delivery can be a direct indicator of the speaker's passion and commitment or lack of it. 

The tone also reveals emotions behind the words being spoken.
Being aware of your own paralinguistic vocal strengths and weaknesses will allow you to subtly influence your speaking and listening so that you will be a more powerful communicator.

Communicative use of artifacts

Artifacts are objects that convey non verbal messages about a place.

These include furniture, plants, colours, architecture etc.
These are an important aspect of non verbal communication as the right choice of artifacts would reflect the right image about a particular place.


The choice of furniture speaks about the environment of a workplace.
It also speaks about the level of business being carried out at a place.
For this reason, organization gives careful consideration to office space, factory layout, the sales area and conference venues.
The environment should put people at ease and match their expectations; an unsuitable environment can produce `noise' that causes communication barriers and interferes with the communication.


Certain instincts, such as desire for privacy, familiarity and security, need to be satisfied.
Careful design of the workplace can meet these needs and in so doing improve communication, productivity and morale.
Natural and artificial light, colour, temperature, tables, chairs, desks,lounges, plants, sound, artwork, magazines, and floor and wall coverings all have an impact on people's perception of an organization

QUESTION BANK

BHM 109 COMMUNICATION (Question Bank)

The questions that follow below carry 10 marks each

1. Explain the communication cycle with a neat diagram.
2. Explain the difficulties of listening. What can we do to improve listening skills?
3. What are the barriers to Communication? How can we overcome these barriers?
4.  Define Communication. Explain briefly the different types of communication.
5.  Discuss the various types of listening with examples.

The questions that follow below carry 2.5 marks each

1.  Explain the levels of listening.
2. Explain the difficulties of listening. What can we do to improve listening skills
3. Discuss the barriers to effective Listening. What can we do to improve listening?
4.  What are the essential qualities of a good speaker?

The questions that follow below carry 1 mark each

Make sentences to bring out the meaning of the following:

1. Way / weigh 2. Knew / nee   3.Knight / night  4.Wear / where   5.Knot / not   6.Pale/Pail   7. Fare/Fair    8. Dairy/Diary   9. Birth/Berth 10.Great/Grate    11. Accept/Except  12. Weather/Whether 13.Aloud/Allowed 14. Beat/Beet    15. Straight/Strait

Form correct words from the jumbled letters: (1 MARK EACH))

(a) GINKSEPA           (b) IETVFEFEC        (c) UMEOLV (d) DETTIAUT

(e) ENDIUAEC           (f)VLCEER                (g) NIETSL     (h) SECPEH

(i) SSSRTE                 (j) ARREBRI              (k) EBNCEDIIRL

(l) SSEPOTLIEN        (m) TINELGELITN     (n) SSEPOTLIEN    (o) NITOINACOUMCM

(p) TNEMWERPOME    (q) ETICSMAN

           

UNIT 3 - Effective Speaking

What is Effective Speaking?

Effective speaking is simply the art of good conversation carried a step or two beyond the usual.
It is largely through the spoken word that we communicate with each other, develop understanding, exchange knowledge and find mutually acceptable goals.
Through effective speaking we can encourage, teach, entertain and inspire others.

Essential Qualities of a Good Speaker

Good Organisation

Prepare your notes in advance.
Notes preparation should be done keeping in mind the time allocated.
Make a note of all the peripherals you will require for your presentation.

Preparation

Speak from clear, comprehensive lecture notes.

Practice your presentation or voice, language and timing.
Do not read your presentation.

Confidence

Do not begin with an apology for your knowledge or your English. If you lack confidence in yourself, the audience will perceive it and lose confidence in you, too.
Be thoroughly prepared and familiar with your material; preparation creates confidence.
Pause occasionally. Never be afraid to stop speaking for a moment.
Speak at normal, slow rate. Do not rush.

Responsiveness

Start your presentation with a smile. You will put your audience at ease.
Make eye contact with members of the audience.
Do not talk to the back wall, the table, or your notes.
Find a few friendly, encouraging faces in the different parts of the audience and talk to them.
Check to see if the audience is following you.
Make sure you talk with, not at, your audience. Talking at an audience comes across as talking down to them.

Clarity

Be sure the organization of your talk is clear to the audience.
Make short, simple, specific statements.
Strive for a smooth transition from one point to the next.
Use visual support to illustrate and clarify difficult points.
Visuals should complement the oral presentation.
Visuals should be simple and should not require complex explanations.

Enthusiasm

When something is important say it slower and louder.

Try to communicate to the audience your own interest in and enthusiasm for your subject; enthusiasm is contagious.

Others

• Stand straight distributing your weight on both the legs. 
• Do not hold onto the mike or to the podium for support. 
• Have a good posture and appearance. Do not lean on the podium. 
• Be confident, relaxed and energetic. Do not play with your clothes or fingers. 
• Wear clothes that befit the occasion. 
• Close the speech with a striking, impressive, concluding remark. 

Restaurant and Hotel English

In the hospitality industry, as an hotelier or restaurateur, every day you have to meet with many guests.

 According to different time and situation, you have to greet and introduce the guests.
You are suppose to use some essential expressions and styles to greet a guest, respond to any expression or give farewell to guest with courtesy etc.

Greeting Guest 

To ensure guest repetition and to make long lasting relationship it is very much indispensable to make good first impression to guests as it is said that first impression is that last impression.
All guests are need to be greeted affably after their arrivals at the hotel by an hotelier.

Essential Expressions

There are some magic expressions to greet guests and response to any greetings.
 Generally people use these words according to the level or gravity of relationship with the person he or she greets and timing of the greeting.
You should remember that there are some expressions which you should not use in formal situations like greeting a guest.

Essential Expressions (For Thanking)

Thank you very much Mr…. 

 I am very grateful for ….
 I really appreciate …
Thanks
Thanks a Million/ Lot

Essential Expressions (For Apology)

Sorry Sir
I am very sorry Ma’am/ Sir for …
Terribly sorry ….
Pardon me
Excuse Me
I apologize for …

Essential Expressions (Polite Replies)

You’re welcome
It’s my pleasure
It’s not a problem at all
Never mind
It’s okay
Not at all
I understand/ I completely understand
No problem
Don’t worry about that I’ll take care/ handle it
Let it be

Essential Expressions (Polite Inquires)

Would you like to have a cup of tea, sir?
Could you possibly spell your last name
May I have your passport, please?
Could you talk to our sales department?
Allow me to call a taxi/ cab for you.

Guest Complain Handling Guidelines

Here is a step by step guest complaint handling guideline for hotel or restaurant staffs.

Step 1: 

When a guest with a complaint or request approaches you, follow the basic steps of Making it Right.

Listen: 

Listen intently making mental notes, with the right body language (put on a serious face, nod your head). Take notes if information is very detailed and specific.

Apologise with Empathy: 

Apologise and put yourself in the guests, situation. No matter how insignificant the matter is to you, it must be dealt with seriously.

Find a Solution: 

All problems have a solution – that’s the approach to use. Try and find the simplest and clearest solution. If you are unable to, inform a supervisor or manager.

Follow Through: 

After the problem has been resolved, go back to the guest to ensure he is satisfied. Even if the problem is being solve by someone else, you were the one who the problem was brought to – follow through accordingly. Take personal responsibility of the issue.

Step 2:

The guest, who is complaining, should be informed of the action(s) being taken every step of the way. If you are unaware of what to do, inform the guest that you will inform a Supervisor /Manager and follow up with him/her within the next 10 minutes. Just tell the guest:

“Mr/Mrs/Miss “XYZ” I will inform the situation to my Supervisor/Manager n I shall revert back to you within the next 10 minutes.”

Step3:

Inform the Supervisor/Manger of the situation – make sure to give him / her all the information, including a background of the guest.

Step 4:

Supervisor/Manger must contact the guest and explain to him/he that he/she has been informed about the situation. The Supervisor/Manger must apologise for the situation and offer him/her an alternative  with something that the guest feels “outweighs” the problem.
If the guest is still not satisfied, the Department Head must be informed.

Step 5: 

After a solution has been reached, the key person who dealt with the guest on this case should go back and check to see if the guest is satisfied.

Step 6:

A log must be maintained detailing the situation.
Guest Complain Handling Guidelines

Step 7: 

The entire making it Right procedure should be completed within 24 hours.

Addressing a Group

Following are some steps of maintaining audience’s interest while addressing a group: 

1.Giving an indication of what will come later in your talk proves fruitful e.g.
In a few moments I will show you a video on ….

2.Using Illustrations:
Using examples, anecdotes or verbal illustrations to interest and suit your audience that comes from within the experience of the audience can break the ice and create empathy rather than sharing complicated anecdotes.

3. Asking questions and inviting participation:
Asking some general and easy question which can be aimed at the audience to invite them to participate and draw them into the natural thinking process develops a rapport between the speaker and the audience.

4. Talking directly to the audience:
Reaching out to the audience by walking out towards them with their name and making them feel like individuals and not just a part of the mass means half the battle is won.

5. Eye Contact:
Making an eye contact with the audience establishes a bond. Eye contact involves glancing at the faces of the audience for a few seconds and not staring continuously. A speaker can check his progress by gauging the audience reaction by looking at their faces which can indicate interested, puzzled, bored, pleasure etc.

6. Speaking Well: It depends upon factors like pace, pitch, tone, volume and pausing at the right places and articulation.
a) Pace- Addressing a group of audience requires a slight slower pace than informal conversation which can be brought through emphazing the main points which speaking.
Addressing a Group
b) Tone- It is the quality which expresses feelings. It can reveal emotions like warmth and sincerity and how strongly the speaker feels about a topic. A harshly critical or judgmental tone should be avoided as it makes the speaker’s sound harsh, aggressive and biased.
Addressing a Group
c) Volume- High volume doesn’t mean shouting. It means being audible to the people sitting in the back rows. Volume can be varied to make the seminar more lively and interesting.
d) Pausing- Pause doesn’t imply failure in fluency. It can be used to create great effect. It can focus attention on what has been said or about to be said or can be used to prepare the audience for a change in ideas.
Keeping in mind, the above points can be beneficial in addressing a group and bringing clarity in the speech.

Purpose of a Speech.

The purpose of any speech can be categorized into broad headings: 

• General 
• Specific

There are three general speech purposes:

• To Inform: The main concern of the speaker here is to make the audience understand and remember the information presented. 
• To Persuade: The major objective of a persuasive speech to induce the audience to think, feel and act in a manner intended by the speaker. 
• To Entertain: Through such speeches, the speaker wants the audience to have an enjoyable time.

Specific purpose describes the exact nature of response you want from the audience.
It has three requirements:

• Central Idea 
• Clear and Concise message 
• It should be worded in term of the audience desire.

Steps in Organizing and Delivering the Speech

Organizing Speech: Jot down 3 or 4 main points that you want your audience to remember.
Summarize each idea in a single clear sentence: Sentences should be built around facts and supported by examples.

Write you speech: Use short and clear words. Don’t pronounce it with professional or technical jargons.

Use humour: Cracking a sensible joke or the adding a punchy one liners as per the environment. However, excess jokes can make the speaker sound unprofessional.

Write main points of Cue Cards/ Note Cards

Rehearse Your Speech: Time the delivery of speech while rehearsal to match the allotted time.

Look at the audience: Make an eye contact with the audience to make them realise that you are there for them.

Deliver your speech to the audience speak slowly and loudly (volume) when required. Stand upright in a relaxed manner with your feet slightly apart and hands by your side.

Visuals may be used where possible as it demonstrates certain points more effectively.

Audience Analysis

It is significant to communicate the purpose effectively.
Audience analysis means to discover the receiver’s view point so that the speaker can adopt his material directly to audience needs, wants, experiences and attitude.
Communication is a two way process involving the sender and the receiver. The heart of communication is in the change in behaviour.
As a public speaker, an analysis of audience is must to:

• Make the speech meaningful for them. 
• To gain support 
• To be understood 
• To establish a rapport with listeners

There are three phases in audience analysis. 

The first is adapting to your audience before you speak.
There are three ways to do this: demographic analysis, attitudinal analysis, and environmental analysis.
Demographic analysis involves age, gender, culture, ethnicity, race, religion, and educational level.
Attitudinal analysis addresses the audience's attitudes, beliefs and values.
Environmental analysis is the importance of seating arrangements, audience size, and room lighting, etc.

Importance of Audience Analysis

Audience is center to the communication process. The purpose of communication is to transfer the message with transmission of understanding among the audience.
Therefore good communication is always audience-centered. It is the audience that determines how one achieves the objectives of communication.

If the communicator fails to analyse the attitude, interests and knowledge of the audience, he is likely to be failure.
Why certain politicians with bad records can grab the votes? it is because their message strike to the waves of that time as well as wavelength of the public and consequently they can manage to manipulate public sentiments to their advantage.

Therefore, audience analysis is essential before designing the message.
Communication can take place only when the message is received in the same sense and spirit that sender intends to carry.
Therefore, the sender has to devise some common ground between him and the audience.
He has to choose the information that audience needs and finds interesting.
He should encode the message in words and other symbols that audience will understand easily.
Lastly, he should transmit the message along a channel that the audience will attend to.

UNIT 2 - LISTENING ON THE JOB

What’s Listening?

According to the International Listening Association-

Listening is the process of receiving, constructing meaning from, and responding to spoken and/or non-verbal messages.

Levels of Listening

Based on the effectiveness of the listening process, three levels of listening have been identified.
Level 1 is that of Non-listening and is  the least desirable, followed by
Level 2 which is Passive Listening.
Level 3 is Active Listening, which is most desirable. Though we listen at all the three levels during the course of the day depending on our interest and situation, it is beneficial to move to Level 3 for maximum listening effectiveness.
Good managers and leaders spend more time listening at Level 3.

Level 1 – Non-Listening

Here, the listener may appear  to be listening but actually he is more occupied with his own thoughts. 

He is minimally aware of the speaker speaking. He is likely to appear detached and will be unresponsive and passive.
Not really listening to the speaker .Really just waiting for your turn to speak. Already decided what you are going to say.
Eg.
In a hurry, thinking about the next thing.
Collecting specific information.
You think you already know the answer

Level 2 – Passive Listening

Passive listening is more about hearing than actually listening.
The listener superficially hears the words but does not understand in depth what is being said.
He concentrates on the word content of the message rather than the feelings and emotions associated with the message.
He does not get much involved in the communication activity, and rather than contributing equally to the conversational exchange, he is merely spoken to.
Nodding but not really paying attention.
 Doing other things at the same time.
 Can’t replay back what the person said.
Eg.
You’re making the tea whilst talking to your friends/kids/parents.
Reading your email whilst talking

Level 3 – Active Listening

This is the most desirable form of listening wherein the active listener gives full attention to what is being said. The listener concentrates on what is being said and also motivates the speaker to speak, making it easier for the speaker to deliver the message.
An active listener not only comprehends the message better but is also in a better position to remember and recall the message. He not only pays attention to the word content but also concentrates on the emotional and non-verbal aspect of the message. In active listening, the listener is directly involved in the conversation. He provides feedback to the speaker and voices his opinions and arguments.

Characteristics of Active Listeners

1.Active listeners are willing to give the speaker a chance to develop his or her ideas.
2. Active listeners are open-minded about people who look or sound different from themselves.
3. Active listeners can follow several methods of organization—even poorly organized material will be listened to with some degree of tolerance.
4. Active listeners are likely to listen even more attentively when the material becomes difficult. It becomes a challenge to them.

Types of listening

Most people, most of the time, take listening for granted, it’s something that just happens.  It is only when you stop to think about listening and what it entails that you begin to realise that listening is in fact an important skill that needs to be nurtured and developed.
Listening is perhaps the most important of all interpersonal skills .
Effective listening is very often the foundation of strong relationships with others, at home, socially, in education and in the workplace.

Types of listening - Critical Listening

Critical listening is usually needed when we suspect that we may be listening to a biased source of information.
This involves not only comprehending the message but also evaluating and analyzing the message being received in light of one’s own background. It involves judging the acceptability of what is said depending on how logical one finds it to be.

 Critical listening is also associated with being able to detect propaganda devices employed by a communicator.In adjusting your critical listening, focus on the following guidelines:
• Keep an open mind.
• Avoid filtering out difficult messages.
• Recognize your own biases.
• Avoid uncritical listening when you need to make evaluations and judgments.
• Recognize and combat the normal tendency to sharpen.
• Analyze the audience and adapt the message to the listeners.

Types of listening - Empathic Listening

As the term suggests, the listener tries to demonstrate empathy for the speaker.
It can also be described as listening “between the lines”. When we listen between the lines we heighten our awareness and interpersonal sensitivity to the entire message a person may be trying to communicate.
Empathy is perception and communication by resonance, be identification, by experiencing in ourselves some reflection of the emotional tone that is being experienced by the other person.

• Empathic listening serves as a reward or encouragement to the speaker. 
• It communicates your caring and acceptance and reaffirms the person’s sense of worth. This style of listening seems to be most important in terms of strengthening or improving a positive interpersonal relationship between the parties involved.
• Empathic listening often requires the opposite frame of mind from that required for critical listening.
• Empathic listening implies a willingness not to judge, evaluate, or criticize but rather to be an accepting,permissive, and understanding listener.

Becoming an empathic requires focusing on the following guidelines:
• A greater emphasis on listening than on talking. • Responding to that which is personal rather than abstract.
• Following the other in his exploration rather than leading him into areas we think he should be exploring.
• Clarifying what the other person has said about his own thoughts and feelings rather than asking questions or telling him what we believe he should be thinking, seeing, or feeling.
• Responding to the feelings implicit in what the other has said rather than the assumptions or “content” that he has talked about.
• Trying to get into the other person’s inner frame of reference rather than listening and responding from our own frame of reference.
• The speaker is more apt to keep talking (vs. defending, blaming, shutting down, or withdrawing). This can build trust, intimacy, and relationships, over time.

Types of listening - Selective Listening

Listening is done only partly or selectively. It involves selecting the desired part of the message and ignoring the undesired part of the message. The attention of the listener is not focused and the listener keeps switching off and on.

Types of listening - Rapport Listening

When trying to build rapport with others we can engage in a type of listening that encourages the other person to trust and like us. A salesman, for example, may make an effort to listen carefully to what you are saying as a way to promote trust and potentially make a sale.  This type of listening is common in situations of negotiation.

Barriers to Effective Listening

The factors which act as impediments to effective listening and are considered as barriers to effective listening can be classified into the following:

1. PHYSICAL BARRIER:

Noise, poor acoustics, malfunctioning of the mechanical devices being used, frequent interruptions and uncomfortable seating arrangements are physical barriers that hamper effective listening. The first step of the listening process is hearing, and extraneous noise disturbs the hearing process.
Extraneous noise disturbs both the listener and the speaker. In case a device like a microphone or telephone is being used, then the malfunctioning of the device will act as a hurdle or it may also result in the failure of transmission of the message from the speaker to the listener. Poor acoustics of the room or uncomfortable seating arrangements may make it difficult for the listener to concentrate on the speaker.

Interruptions by other people or by the telephone while someone is speaking disturb the concentration of the listener, frustrate the speaker and make the listening process less effective. Message overload, which involves listening to a lot of information one after another, also makes it impossible to listen attentively after a certain point.
Thus, we can summarize the physical barriers to include:
  Noise
  Poor acoustics
  Defective mechanical devices
  Frequent interruptions
  Uncomfortable seating arrangements and environment
  Message overload

 People-related Barriers
Both the speaker and the listener influence the communication process. People-related barriers can be both physiological and psychological.
Physiological Barriers
1. State of Health - The physical condition of the individual affects the listening ability. Fever, pain or any other form of bodily discomfort makes it difficult for an individual to listen attentively. Similarly poor health conditions of a speaker reduce his ability to speak well and this in turn reduces the listening efficiency of the listener.
2. Disability
Hearing is the first step of the listening process and, therefore, hearing deficiencies may lead to poor listening. Similarly, speech disorders of the speaker may make speech incoherent to the listener. At times the speaker’s accent, though not a disability, may make it difficult for the listener to comprehend. Similarly, when a speaker speaks very rapidly, it may also result in an unclear message reaching the listener.
3. Wandering Attention
Research  shows  that the human  mind can process words at the rate of about 500 per minute, whereas a speaker speaks at the rate of about 150 words per minute. The difference between the two is quite large-350 words per minute. This leaves the listener with sufficient time to let his mind wander. The listener has to be careful of this rather than let his mind wander. Spending the time concentrating on the message and analyzing it would improve listening.

Psychological Barriers

Psychological barriers relate to attitudinal and behavioral aspects. These include the following:
Being Unsure of the Speaker’s Ability
Based on past experience or inputs from sources, the listener may have a preconceived notion of the speaker’s ability. He may perceive the speaker to not be well informed, or to be lacking in depth and ability. This acts as a barrier to the listening process as the listener will not listen to what the speaker has to say.

Personal Anxiety
Sometimes we are preoccupied with personal concerns and anxieties. This makes it difficult to perceive what is being said and thus acts as a barrier to effective listening.


Attitude
Many times the attitude of the listener acts as a barrier to effective listening. The listener may be highly egocentric with a ‘know it all attitude’ and may not listen because he feels that he already knows what the listener has to say. A casual attitude on the part of the listener towards listening, assuming it can be done without much concentration and effort, also acts as a barrier to listening.
An overly critical attitude of the listener may shift the focus of listening from what is being said to noticing faults and errors in accent, delivery, appearance of the speaker, grammar, and so on.
Impatience
The listener may not have the patience to wait for the other person to finish what he has to say. He may be intolerant or may be eager to add his own points to the discussion. As a result, his desire to speak overcomes his desire to listen, thus acting as a barrier.

Guidelines for effective listening

In today's high-tech, high-speed, high-stress world, communication is more important then ever, yet we seem to devote less and less time to really listening to one another. 

Genuine listening has become a rare gift—the gift of time. It helps build relationships, solve problems, ensure understanding, resolve conflicts, and improve accuracy. At work, effective listening means fewer errors and less wasted time.
At home, it helps develop resourceful, self-reliant kids who can solve their own problems. Listening builds friendships and careers.

Step 1: Face the speaker and maintain eye contact.

Talking to someone while they scan the room, study a computer screen, or gaze out the window is like trying to hit a moving target. How much of the person's divided attention you are actually getting? Fifty percent? Five percent?
Eye contact is considered a basic ingredient of effective communication. When we talk, we look each other in the eye. That doesn't mean that you can't carry on a conversation from across the room, or from another room, but if the conversation continues for any length of time, you (or the other person) will get up and move. The desire for better communication pulls you together.
Step 1: Face the speaker and maintain eye contact.
Do your conversational partners the courtesy of turning to face them. Put aside papers, books, the phone and other distractions. Look at them, even if they don't look at you.
Shyness, uncertainty, shame, guilt, or other emotions, along with cultural taboos, can inhibit eye contact in some people under some circumstances. Excuse the other guy, but stay focused yourself.

Step 2: Be attentive, but relaxed.

Now that you've made eye contact, relax. You don't have to stare fixedly at the other person. You can look away now and then and carry on like a normal person. The important thing is to be attentive. The dictionary says that to "attend" another person means to:

• be present
• give attention
• apply or direct yourself
• pay attention
• remain ready to serve

Mentally screen out distractions, like background activity and noise. In addition, try not to focus on the speaker's accent or speech mannerisms to the point where they become distractions. Finally, don't be distracted by your own thoughts, feelings, or biases.

Step 3: Keep an open mind.

Listen without judging the other person or mentally criticizing the things she tells you. If what she says alarms you, go ahead and feel alarmed, but don't say to yourself, "Well, that was a stupid move." As soon as you indulge in judgmental bemusements, you've compromised your effectiveness as a listener.
Listen without jumping to conclusions. Remember that the speaker is using language to represent the thoughts and feelings inside her brain. You don't know what those thoughts and feelings are and the only way you'll find out is by listening.
Don't be a sentence-grabber. Some people can't slow their mental pace enough to listen effectively, so they try to speed up the speaker’s by interrupting and finishing their sentences

Step 4: Listen to the words and try to picture what the speaker is saying.

Allow your mind to create a mental model of the information being communicated. Whether a literal picture, or an arrangement of abstract concepts, your brain will do the necessary work if you stay focused, with senses fully alert. When listening for long stretches, concentrate on, and remember, key words and phrases.
When it's your turn to listen, don’t spend the time planning what to say next. You can't rehearse and listen at the same time. Think only about what the other person is saying.
Finally, concentrate on what is being said, even if it bores you. If your thoughts start to wander, immediately force yourself to refocus.

Step 5: Don't interrupt and don't impose your "solutions."

Children used to be taught that it's rude to interrupt. I'm not sure that message is getting across anymore. Certainly the opposite is being modeled on the majority of talk shows and reality programs, where loud, aggressive, in-your-face behavior is condoned, if not encouraged.
Interrupting sends a variety of messages. It says:

• "I'm more important than you are."
• "What I have to say is more interesting, accurate or relevant."
• "I don't really care what you think."
• "I don't have time for your opinion."
• "This isn't a conversation, it's a contest, and I'm going to win."

We all think and speak at different rates. If you are a quick thinker and an agile talker, the burden is on you to relax your pace for the slower, more thoughtful communicator—or for the guy who has trouble expressing himself.

When listening to someone talk about a problem, refrain from suggesting solutions. Most of us don't want your advice anyway. If we do, we'll ask for it. Most of us prefer to figure out our own solutions. We need you to listen and help us do that. Somewhere way down the line, if you are absolutely bursting with a brilliant solution, at least get the speaker's permission. Ask, "Would you like to hear my ideas?"

Step 6: Wait for the speaker to pause to ask clarifying questions.

When you don't understand something, of course you should ask the speaker to explain it to you. But rather than interrupt, wait until the speaker pauses. Then politely excuse yourself and say like, "Back up a second. I didn't understand what you just said about…"

Step 7: Ask questions only to ensure understanding.

At lunch, a colleague is excitedly telling you about her a deal that she struck with a client. In the course of this, she mentions that she that a mutual friend works at the clients office. You jump in with, "Oh, I haven't heard from her in ages. How is she?" and, just like that, discussion shifts to her divorce, and the poor kids, which leads to a comparison of custody laws, and before you know it an hour is gone and the deal is a distant memory.
This particular conversational affront happens all the time. Our questions lead people in directions that have nothing to do with where they thought they were going. Sometimes we work our way back to the original topic, but very often we don't.
When you notice that your question has led the speaker astray, take responsibility for getting the conversation back on track.

Step 8: Try to feel what the speaker is feeling.

If you feel sad when the person with whom you are talking expresses sadness, joyful when she expresses joy, fearful when she describes her fears—and convey those feelings through your facial expressions and words—then your effectiveness as a listener is assured. Empathy is the heart and soul of good listening.
To experience empathy, you have to put yourself in the other person's place and allow yourself to feel what it is like to be her at that moment. This is not an easy thing to do. It takes energy and concentration. But it is a generous and helpful thing to do, and it facilitates communication like nothing else does.

Step 9: Give the speaker regular feedback.

Show that you understand where the speaker is coming from by reflecting the speaker's feelings. "You must be thrilled!" "What a terrible ordeal for you." "I can see that you are confused." If the speaker's feelings are hidden or unclear, then occasionally paraphrase the content of the message. Or just nod and show your understanding through appropriate facial expressions and an occasional well-timed "hmmm" or "uh huh.“

Step 10: Pay attention to what isn't said—to nonverbal cues.

Face to face with a person, you can detect enthusiasm, boredom, or irritation very quickly in the expression around the eyes, the set of the mouth, the slope of the shoulders. These are clues you can't ignore. When listening, remember that words convey only a fraction of the message.

NOTETAKING

Effective notetaking involves extracting and recording the important ideas covered in lecture in a way that will help you to recall them.
Good notes provide a valuable means for review and learning, and can increase the probability of doing well on an exam.

SUGGESTIONS TO IMPROVE YOUR NOTETAKING

1. Think before writing. Relate what is being said to what you already
know or have reviewed. Use your own interests/needs as well as
information common to the course to guide your thoughts.
2. Preparing for class is an aid in helping you to become aware of the
major concepts and in deciding what to record.
3. Be selective. Listen to everything, but do not try to write it all down.
Search for the main ideas and sort out the important sub points and
details. Notes should be brief, legible and consistent.
4. Take accurate notes. Use our own words, but don’t waste time thinking
of synonyms. Lecturer’s terms may be simplified later. Use brackets to
separate your own ideas from those of the lecturer.
5. Abbreviate words whenever possible, but be consistent.
6. Don’t worry about missing a point. Leave spaces and fill what you missed later. Also, leave spaces for expanding and clarifying notes.
7. Record all important facts: dates, names, places, formulas. Copy diagrams and illustrations which will clarify your notes.
8. Draw a single line through mistakes, rather than erase or black out completely. This saves time and energy, and you may find later that the mistakes may have been important to record after all.
9. Integrate lecture notes with text material. This is helpful for clarification and retention of material. If text material is repeated in the lecture, you can make a notation for later referral to the text. Be sure to note supplementary examples or elaborations.
10. Review notes after class. Reread and edit your notes as soon as
possible while the information is still fresh in your mind, adding and
clarifying in order to increase your understanding. Write a summary (a
paragraph or two) or formulate a summary question at the end of your
notes to consolidate ideas and to reflect the relationship of facts and
ideas with each other and as a whole.