Listening Skills - Coursework Example

Listening Skills

Question 1

All the team members should actively take notes while the client explains his needs for the project. All techniques for active listening that are proven to be effective are strengthened when a listener takes notes (Grable, & Goetz, 2017). This is made possible by the fact that listeners are able to organize, visualize, and personalize the message being conveyed by the communicator. Also, the notes provide a written record of the communication. The records are not easily tampered. Therefore, the team members will be able to refer to the notes whenever they please at their different locations.

The team members should be interactive with the client as he explains his needs by actively asking questions wherever any of them has not understood. The skillful use of questions adds immensely to a person's ability to listen. By seeking clarification on various needs requirements by the client, the team members will be sure to eliminate any ambiguity that may arise at the time of execution of the client's specifications. This is made possible by the ability of questions to provide a two-way process of communication. Without the use of questions, feedback, and mutual understanding is severely hindered.

The team members should be able to identify the main and supporting points of the client as he explains his needs for the project. A message usually has one or two main points, followed by supporting information such as examples, figures, and descriptions. My team members could use nonverbal techniques as a clue to when a specification is being said by the client. For example, the client will most likely raise his voice, speak faster, repeat keywords, or use gestures. The visualization of some of these nonverbal cues will be made possible if this was a video call. Otherwise, other verbal cues, such as speaking faster, could still suffice.

Everyone in the team should try and organize the message by the client in a clear manner that is paraphrased and easy to explain in his or her own words. This would help in comparing notes among the different team members even while in their different locations. The client will most likely have some type of organizational pattern for his specifications that should help my team members easily understand his needs. If, for example, he would want things to be done in a specific chronological order, it would really help my team members to note that. Organizing the message clearly will ensure that the message is easy to remember. They are paying attention to the signs, makers, or transitions that the client use to indicate structure will be helpful. Different researchers have proven that it is easier to recall the structure of a spoken message rather than all the specifics without consideration of the structure.

Question 2

• Physical and psychological listening barriers faced by Pierce

There was the lack of motivation and willingness to listen by Pierce. The timing of Horton was odd. Pierce was just about to go for lunch after a long morning of work and had just caught up with the backlog of work. Also, his bad cold was still slowing him down. With this in mind, it is clear that he needed a rest. Right from the start of the conversation, Pierce doesn’t seem to care much of Horton’s plan. When asked how he feels about the plan, he responds without giving it much thought. He is unsure in his answer as noted when he answers, ‘Well, uh, pretty good…’

Horton's timing is also not convenient for Pierce. He comes in just before lunch. Pierce's mind is most likely wondering what he is to take for lunch. He is unable to focus on the conversation with Horton. Pierce is either consciously or unconsciously distracted by this fact.

Horton is inconsiderate as to whether he has an issue with him moving too fast. When Pierce tries to question the decision to present the plan to the board of directors, Horton brushes him off sarcastically. Pierce being uninterested, doesn’t push for the idea anymore. He simply agrees to the idea.

• Assumptions by Horton about Pierce’s ability to grasp the situation

Horton assumes that Pierce's state of health of time of day doesn't affect his effectiveness as the vice president of field operations. He assumes that given Pierce's reputation for being a good project manager and knowing the details of the ABC field operations intimately, he is always in a position to give objective advice on the subject at any time, whichever his condition.

Horton assumes that even by a shallow look at a project's blueprint, Pierce can tell whether a project is viable. He doesn't consider how tired Pierce might be.

• What Pierce could have done to prevent the situation

Pierce could have politely asked Horton to let him relax at least as he goes for lunch and that he'll attend to him soon after. This would have avoided the haste in the decision-making, and lack of objectivity witnessed in the conversation. Also, Pierce could have requested Horton to leave the blueprint with him to give him more time to study it and therefore be able to give him a more objective answer on his feeling about the plan.

• Horton’s shortcomings as a communicator

Horton has no consideration for the timing of his message to the intended message. This is seen in the way he approaches Pierce right before lunch. Any other person would have a hard time having an important message being delivered to him in such a manner.

Horton has no empathy for his audience. He doesn’t seem to notice the fatigue in a person. He even fails to notice Pierce is uninterested.

Question 3

Non-verbal communication includes everything but the use of words. Every managerial interaction is known to have non-verbal cues that add to or qualify the interaction (Lemonnier, 2016). Art Margulis is the director of marketing research for a fortune 500 consumer product company. His personal attributes are what contributed to him being employed as the director. Personal attributes are a part of non-verbal communication that helps to convey the kind of person you are. It can also be used to gauge how competent one is. Art Margulis employs an informal style of management, meaning he interacts with everyone. Informal conversations are a good way of spreading messages throughout a company, and non-verbal communication is a part of how these messages are interpreted.

When Maria Lopez joins the company, she reports directly to Art Margulis, but no one reports to her. She is not friendly with the other employees. Keeping her distance from the other employees is a non-verbal cue that communicates a lack of interest in interacting with the other employees. The other employees are left to insinuate her social distancing is due to her divorce. On the other hand, Art Margulis disregards Maria Lopez's personal space. By diverting their daily conversations from work related to more personal topics, he starts to make Maria feel uncomfortable. Maria notices that the physical space between them has also significantly reduced, which even drives her to talk to Human Resources. Instead of using personal space to create an air of respect and collegiality, the nonverbal cue one reads from Arts' behavior is that on intrusion.

Change in a person's behavior also communicates a lot about a person's intentions. Maria Lopez notices that the behavior of her boss has changed towards her. She perceives the change of behavior to communicate another agenda other than work-related since it clearly makes her uneasy. Non-verbal behaviors also show that people tend to convey emotions in patterns of their behavior and subconsciously through gestures. In the case of Art and Maria, eye contact is more prolonged. Prolonged eye contact may indicate attraction or a general interest in someone.

The implication of this situation is that Maria Lopez will end feeling frustrated at work. Studies have shown that women's workplace preferences are natural privacy light, and the option to personalize their working space. She has been made uneasy and is not tolerant of the violation of her space since she reports the matter to human resources. This can be looked at as harassment and can lead to Art Margulis being fired.

Question 4

Political rallies are live and raucous events since it involves bringing up millions of people of diverse political opinion together. In America, Donald Trump's rallies are the rowdiest since it attracts both his supporters and protestors. Tramp is fond of using non-verbal skills when communicating with his followers (dos Santos, & de Andrada, 2016). Trump is skillful in the manipulating crowd, and he has strategies for dealing with hecklers. The non-communication skills of Donald Trump is one of his amazing qualities and an effective way of manipulating the crowd. On most occasions, Trump has been captured using his body language rather than using words.

Image of Donald Trump when complementing

From the above picture, it seems that President Donald Trump is in agreement with something. Although his face is not happy, his thumbs suggest that he is complimenting or approving some suggestions. Trump might have to use the thumbs to emphasize the word, thank you. Conventionally the sign is made when someone is in agreement with what has been proposed or when appreciating someone for doing an exceptional job.

Image of Donald Trump contradicting

In the above image, President Donald Trump seems to be explaining something that needs a lot of convincing power. He is using a sign that shows that he is honest. He might be using the sign after his political opponents have accused him of them wrongly. Trump is skillful in using such gestures to convince his audience. The sign is mostly used by people when they are trying to convince people to agree with them or explain themselves. The gesture is only used during self-defense, especially after one has been accused of doing something.

Image of Donald Trump accenting

In the above image, President Trump appears to explain and confirm the validity of what he is explaining. The gesture makes him appear confident of what he is saying. He appears as if he is explaining deeply explaining some points to his audience. It is possible that maybe Trump is confirming something that he is sure of, especially when one considers that he is indicating some numerical using three fingers.

Image of Donald Trump contradicting

From the above image, Donald Trump appears to be in disagreement with someone. He points his finger to express his disagreement with whatever he is experiencing in his life. his face also indicates that he is not happy with the situation.

Image of Donald Trump repeating his point

In the above picture, it looks like Donald Trump is over-explaining concept to his counterpart. In such an instance, he may be repeating his point for his friend to understand better.

Image of Donald Trump regulating

This image shows Donald trump when he is happy. He is using a gesture that shows that he is welcoming someone or people. Conventionally the gesture is used to illustrate the existence of peace and unity, especially with political leaders.

Question 2

• Physical and psychological listening barriers faced by Pierce

There was the lack of motivation and willingness to listen by Pierce. The timing of Horton was odd. Pierce was just about to go for lunch after a long morning of work and had just caught up with the backlog of work. Also, his bad cold was still slowing him down. With this in mind, it is clear that he needed a rest. Right from the start of the conversation, Pierce doesn’t seem to care much of Horton’s plan. When asked how he feels about the plan, he responds without giving it much thought. He is unsure in his answer as noted when he answers, ‘Well, uh, pretty good…’

Horton's timing is also not convenient for Pierce. He comes in just before lunch. Pierce's mind is most likely wondering what he is to take for lunch. He is unable to focus on the conversation with Horton. Pierce is either consciously or unconsciously distracted by this fact.

Horton is inconsiderate as to whether he has an issue with him moving too fast. When Pierce tries to question the decision to present the plan to the board of directors, Horton brushes him off sarcastically. Pierce being uninterested, doesn’t push for the idea anymore. He simply agrees to the idea.

• Assumptions by Horton about Pierce’s ability to grasp the situation

Horton assumes that Pierce's state of health of time of day doesn't affect his effectiveness as the vice president of field operations. He assumes that given Pierce's reputation for being a good project manager and knowing the details of the ABC field operations intimately, he is always in a position to give objective advice on the subject at any time, whichever his condition.

Horton assumes that even by a shallow look at a project's blueprint, Pierce can tell whether a project is viable. He doesn't consider how tired Pierce might be.

• What Pierce could have done to prevent the situation

Pierce could have politely asked Horton to let him relax at least as he goes for lunch and that he'll attend to him soon after. This would have avoided the haste in the decision-making, and lack of objectivity witnessed in the conversation. Also, Pierce could have requested Horton to leave the blueprint with him to give him more time to study it and therefore be able to give him a more objective answer on his feeling about the plan.

• Horton’s shortcomings as a communicator

Horton has no consideration for the timing of his message to the intended message. This is seen in the way he approaches Pierce right before lunch. Any other person would have a hard time having an important message being delivered to him in such a manner.

Horton has no empathy for his audience. He doesn’t seem to notice the fatigue in a person. He even fails to notice Pierce is uninterested.

Question 3

Non-verbal communication includes everything but the use of words. Every managerial interaction is known to have non-verbal cues that add to or qualify the interaction (Lemonnier, 2016). Art Margulis is the director of marketing research for a fortune 500 consumer product company. His personal attributes are what contributed to him being employed as the director. Personal attributes are a part of non-verbal communication that helps to convey the kind of person you are. It can also be used to gauge how competent one is. Art Margulis employs an informal style of management, meaning he interacts with everyone. Informal conversations are a good way of spreading messages throughout a company, and non-verbal communication is a part of how these messages are interpreted.

When Maria Lopez joins the company, she reports directly to Art Margulis, but no one reports to her. She is not friendly with the other employees. Keeping her distance from the other employees is a non-verbal cue that communicates a lack of interest in interacting with the other employees. Read More