Psychology Chapter 3: Hearing and Listening

Business Etiquette

• Business etiquette is essential in internal communications
• Types of business etiquette:
  • Workplace Etiquette
  • Table Manners and Meal Etiquette
  • Professionalism Communication Etiquette
  • Email etiquette
  • In-person etiquette
  • Virtual meetings etiquette
• Importance of business etiquette:
  • Significance in making good impressions
  • Effects on business relationships
  • Considerations in netiquette

Two-Way Dialogue

• Two-way dialogue is a communication process where:
  • Sender transmits a message to a receiver
  • Receiver sends back a response
• Two-way dialogue can occur horizontally or vertically in an organization
• Tips to improve workplace communication:
  • Check in with employees regularly
  • Assess current internal communication methods
  • Have an "open-door" policy
  • Identify a common goal
  • Schedule a work retreat
  • Discourage one-way communication

Basic Communication Model

• Sender: initiates the message
• Receiver: receives the message
• Message: piece of information
• Medium: channel through which the message is sent
• Acknowledgement: response to the message
• Feedback: receiver's response
• Noise: external factors affecting the communication process

Open and Objective Communication

• Open communication: parties express ideas to each other
• Closed communication: one person communicates, the other receives
• Open communication is essential for:
  • Expressing feelings and thoughts directly
  • Acknowledging other person's feelings
  • Having a respectful and caring attitude
• Negative communication results when:
  • Feelings are not expressed
  • Other person's feelings are ignored
  • Attitude is not respectful

Writing Skills: Understanding the Audience

• Tips to customize communications:
  • Find common ground by taking perspective
  • Gather and interpret information
  • Know what the audience cares about
  • Map out main points for the audience
  • Customize and improvise by knowing the audience

Listening

• Hearing: natural ability to recognize sound
• Listening: conscious interpretation of message through ears
• Types of listeners:
  • People-oriented
  • Action-oriented
  • Content-oriented
  • Time-oriented
• Focused listening: strategy to listen closely to a text
• Active listening:
  • Fully concentrating on what is being said
  • Enables understanding, remembering, and discussing
  • Advantages:
    • Shows respect to speaker
    • Allows speaker to correct unstated ideas
    • Facilitates staying focused on speaker
    • Provides additional information