The Roles of Speaker and Listener in Oral Communication
Communicating effectively can be CHALLENGING when dealing with a
DISTRESSED WORKER
Reflect on what you hear
Don't forget!!!!!
- differs from clarification
- involves showing the worker that you are aware of or understand what they are feeling
- hold up a metaphorical mirror so the worker can see more clearly what they are saying and their reactions
Role of Listener
Both parties summarize their conversation
No loose ends remains
Clarify what you hear
Many people listen to others, but only in the
narrowest sense
Good listening skills involve gaining a
clear understanding of what is being said as well as what is intended by the speaker.
Clear understanding of what have been discussed
- regularly summarize what is being said
- make sure you obtain the correct message
- admit if you don't understand
Set a direction for constructive follow-up
Don't interrupt
- keep quiet and listen to everything the worker has to say
- it is natural that you have an effective answer and want to 'fix' things
- if you have not heard all the person has said, your 'fix' may be for the wrong issue
Listen attentively
- maintain good eye contact with the worker
- acknowledge that you are hearing them
Don't cross examine
- avoid firing questions at the worker when attempting to gather information
- tact and diplomacy express respect and better means of learning what you need to know
ALL THE BEST!!!!
Accept silence
- pause and leave a period of silence after speaking
- allow you and the worker to digest on what has been said
DONT FORGET TO BE CONFIDENT AND BE PREPARED TO LISTEN AND TO SPEAK
Avoid monologues
THANK YOU!!!!
- avoid lengthy or repetitive statement
- pause and allow the worker to clarify and reflect on what they hear from you
COMMUNICATION
Dealing with a distressed worker
Phrase meaningful questions
- do not ask questions with that can be answered with 'yes' or 'no'
- more helpful, accurate information that can help understand the worker's perspectives
Role of Speaker
When speaking to a worker, paying attention not just to your
words
but also to how the
overall conversation is proceeding may help you
convey your message more effectively
Speak attentively
- look for body signals that indicate the listener is engaged.
Based on Jim Harvey's speech structures