Unit – 4

Non –Verbal aspects of communicating

Q1) Explain the concept of Interview. What are the objectives of Interview?

A1)  Concept of Interview-

Two persons meet casually and talk in a friendly manner, but when they meet to know each other or to give an account of each other in the best possible Light, we have situations that are called interviews. Interviews, therefore, are held to know a person and to test him where necessary for some capability or information. The mere mention of an interview gives hives to many people. There are not many persons who can remain unruffled at the thought of facing an interview board. Even the most confident of persons is sent into a flutter when confronted at an interview. However, there is nothing to be that fearful of an interview. In fact, we go through interview-like situations several times in our day to day life. Sometimes without even being aware of it, for instance, while waiting at a bus stand, we might begin a conversation with the person standing next to us. We might exchange names, our destinations and other such information including our views on several topics. This is in fact nothing but an interview. We are able to deal with such an interview effortlessly because we are not conscious of the fact that we are being judged. But while facing a formal interview for admission or selection for a job, we are aware that we are being appraised. Therefore, such an interview requires a lot of preparation.

An interview is basically the last and the most important step in the hiring process. It offers both the employer and employee a chance to meet each other, exchange their views and come to some sort of conclusion about hiring one another. The word interview is derived from the word ‘intervue', meaning the sight between. It is an interaction between two or more persons for a specific purpose. It is a face to face interpersonal role situation in which one person-the interviewer-asks the person being interviewed, specific questions in order to assess his suitability for admission, selection or promotion. It is a systematized method of contact with another.

It must be noted however that interview is a two-way process. lt is not only the interviewer who is evaluating the interviewee but the other way also. At interviews for jobs, a person has to give of his best. He has to show his best manners and etiquette. The general disposition in such an interview is sometime the main factor. The interviewee enters the room where the big Bosses are waiting for him. He has to stand before them, wish them and Exchange Some pleasantries, and then sit down and talk. He has to be cam Composed, for a nervous person may cut a very sorry figure at an interview.

Q2) What is meant by interview? What are its various types?

A2)  The word interview is derived from the word ‘interview', meaning the sight between. It is an interaction between two or more persons for a specific purpose. It is a face to face interpersonal role situation in which one person-the interviewer-asks the person being interviewed, specific questions in order to assess his suitability for admission, selection or promotion. It is a systematize method of contact with another. It must be noted however that interview is a two-way process. lt is not only the interviewer who is evaluating the interviewee but the other way also. At interviews for jobs, a person has to give of his best. He has to show his best manners and etiquette. The general disposition in such an interview is sometime the main factor. The interviewee enters the room where the big Bosses are waiting for him. He has to stand before them, wish them and Exchange Some pleasantries, and then sit down and talk. He has to be calm Composed, for a nervous person may cut a very sorry figure at an interview.

TYPES OF INTERVIEW

(A) On the basis of Object-

Sometimes interviews are conducted with a certain objective in could be either for ascertaining certain weaknesses in the candidate eliminating them or collection of information. This type of interviews are sub-classified as below

(1) Clinical interview: As the name suggests a clinical approach is followed in this type of interview. What happens in clinic? A particular disease 15 diagnosed and the various ways are explored to solve this problem. Similarly, in this type of interview cause of a problem is found out and then the remedy is sought. Generally, this type of interview is used in medical profession.

(2) Selection interview: It is used after some type of screening process has already taken place. This interview is generally conducted by professionals who act as candidate's supervisor. This type of interview is conducted for selecting a candidate on the basis of certain qualities or traits.

(3) Research interview: In this type of interview the cause of a problem is sorted out and analyzed in detail.

(B) On the basis of Number of Candidates-

(1) Group interview: When the number of aspirants is large, it is not possible to interview each candidate separately. Then this method is applied under which a group of candidates is formed which are interviewed at the same time.

(2) Individual interview: When the number of candidates is relatively small and time is enough then each and every individual is interviewed separately.

(C) On the basis of Forms-

 (1) Structured interview: Everything in this type of interview is preplanned. The questions, form and presentation of questions, their time and sequence are fixed in a structured interview. An interviewer, however may be allowed some liberty in asking questions. It also makes use of interview schedules which have been carefully prepared to obtain information relating to research problems.

(2) Unstructured interview: As the title suggests, in this type of interview there is no set structure or pattern. This type of interview is more flexible and open. Although, it is true that the interviews are governed by the purpose for which they are being conducted, the working of such an interview is entirely in the hands of interviewer. Also, no schedule whatsoever is used.

Q3) What are the techniques of interview?

A3)  TECHNIQUES OF INTERVIEWS-

Followings are the techniques of interviews:

(1) Sequential interview: Sequential means something in a particular sequence. This technique of interview is adopted in large organizations. In sequential technique of interviewing, there are more than one interview members but a candidate does not have to face them at once. Rather, first he will give interview to first interviewer, then to the second one and then on to next one and so on. Thus, he moves in a sequence. After that each interviewer submits his report on candidates and a decision is taken on the basis of collective remarks. It is a useful technique where the number of candidates to be interviewed is large.

(2) Screening interview: In this type of interview, the applicants who do not have the minimum required qualifications are filtered out. If there are a large number of candidates who qualify the minimum criteria, then the criteria is changed in order to observe smaller number of candidates for further selection.

(3) Situational interview: In this method of interview an atmosphere and situations similar to the one under which the job needs to be done is created Under this hypothetically created situation, the candidate is asked to demonstrate his skills and traits in dealing with the situation.

The interviewer asks a few questions relating to a situation and then judges the reaction of the interviewee. The answer needs to be worded carefully. It is better to express lack of knowledge about a situation than to pretend knowing it.

(4) Stress interview: This kind of interview puts the candidate into stress, pressurizes him, un nerves him to test his mettle. The basic purpose behind doing all this is to see how well a candidate can perform under difficult circumstances. In this technique of interview, after the initial exchange of courtesy, candidate is put to stress Being asked more than one question at a time.

Being asked further question without being allowed adequate time to respond.

Being questioned in an interrogatory tune.

Being asked an unrelated bunch of questions.

At the start of an interview the candidate may not realize that he is being put pressurized into the stress. However, he will realize it after a few questions are asked! It would be better for the candidate if he remains cool, calm a maintains his composure because any sign of frustration is enough for the pane to scale him down. There should not be any hint of retort or retaliation

Q4) What are the types of interviews?

A4)  INTERVIEW PROCESS-

Interview is not something that can be executed in one go, rather it is a process which involves various stages.

Step 1. Initiation of interview: First step is to initiate the interview. In the beginning of the interview, the interviewer should try to recoup the confidence of the candidate who will probably be feeling nervous. Normally, therefore the interviews begin with encouraging and lively questions. There are various methods of initiating an interview.

 Step2. Observing the behavioral pattern: Interview is not conducted merely to judge academic ability of a candidate, rather it is conducted to judge the total personality of the candidate. So it becomes important for an interviewer to assess the behavioural pattern of a candidate right from the moment of his entrance into the interview room, his activities there to his final exit from the room. The conversation between the members of the board and the candidate reveal many aspects of a candidate's personality.

Step 3. Assessing a candidate's knowledge and awareness: This is a very important aspect of an interview. Although an interview is conducted to judge the total personality of a candidate, his hold on academics and the general awareness is of utmost importance. The board evaluates his understanding of current affairs, his awareness of what is happening around him. It is not only the test of knowledge of a candidate but also how he applies his knowledge and how he grafts his knowledge into the required form. The candidate must have an in-depth knowledge of his field of academics and of current affairs.

Step 4. Assessing interpersonal and social qualities: In most cases, the questions asked at various stages are such that they try to reveal interpersonal and social qualities of an' individual " like his sense of responsibility, co-operation, adaptability, integrity, behavior in a group and power of persuasiveness. There will be questions, which will reveal the candidate qualities specifically. Like he will be asked to assume to be in a particular situation and his reaction to that situation will reveal diverse aspects of his personality.

Step 5. Summing up: In this last stage of the interview, board takes a look at the candidate. Few questions may get repeated in this last stage just to check whether the candidate is firm on his stand or not. The candidate answers must be same all along the interview. There should be a consistency in his approach.

The chairperson may give a hint that the interview is over, At the end of the interview when the candidate is leaving and standing up, he should wait for a fraction of a second to see whether the interviewers are standing up or not. If they keep sitting, he should bow a little, turn and walk correctly out of the room with confidence without looking back. He should never extend his hand for a handshake, while leaving the room, he should softy close the door and should never bang it or show that he is in a hurry to leave.

Q5) What is written communication?

A5) When the messages are conveyed in written form it is referred as written communication. It is that communication which is in black and white. It refers to those decisions, policy, statements, rules, procedures, orders and instruction etc. which are expressed on paper. Written communication requires a lot of effort. It must be clear, complete, correct and legible to make it effect. It is more effective when it is required to communicate information that requires action in future. It is also necessary for the efficient working of the organization

History of civilization shows us different stage through which the formation of letters of the alphabet of any language has passes. But one thing is clear whatever has been written, "unless destroyed has become permanent words spoken are however likely to be forgotten. That is why, written communication is indispensable.

In addition to the words, pictures, symbols, graphs, diagrams may also be used in written communication. The diagrams, graphs etc. are generally used tomake comparative study of some business aspect over a period of year, say sales, profits, market share etc. or to study the relationship between two aspects like demand and price, supply and price etc. Use of diagrams and pictures is a common trend now-a-days since it attracts the attention of the intended receiver immediately and moreover it is sometimes easy to understand.

The decisions of the management concerned with objectives, policies, programmes, procedures, budget etc. are normally expressed in writing. Written communication is recommended when evidence of events and proceedings are required to be kept for future references when many persons must be contracted at the same time. When transmitting lengthy, statistical data and when more formal authority is to be exercised.

Whatsoever, the form, or channel it may assume every piece of written communication requires use of human memory, imaginative power, ability to observe and thing. Mastery over language and ability to write. In every network, where there is organizational distance, written communication is the best medium. It usually carries no rumor and inaccurate and partial information writing messages, it would be wise to adopt the KISS principle which means "Keep It Short and Simple", thus making the meaning as  possible as that it accomplishes the desired purpose. Some helpful hints". Keep words simple. This will reduce your thoughts to essentials he message will be easier to understand by the receiver.

Q6) What are the advantages and disadvantages of written communication?

A6)  Merits-

1. Permanent Record: Written communication provides permanent record for the organization and can prove very useful for future reference or legal documents. Written record serves as a good guide for decision making and planning in future. Old orders and decisions can serve as precedents for future decisions. Previous year report is proved beneficial for formulating new policies and fixing new targets.

2. Most Convenient Form: There is no need of personal presence of sender and receiver. The writer can write or dictate at the time that suits him. The reader who can read, re-read at his own convenience. He can take a break of his interest wanes, therefore lengthy and large messages are conveyed through written communication.

3. Widest Possible Coverage: Written messages have a wide access. It is probably the only means of communication where the sender and receiver of messages are separated by long distances. This is not possible in case of oral messages.

4. Better Understanding: The messages can be read again and again and has sufficient time to understand the message.

5. Legal Documents: Written communication is acceptable, as legal documents. It is more reliable as a documentary proof. It is legal evidence in the court of law and in case of disputes with employee client etc.

6. Suitable for Lengthy Messages: Pronunciation of lengthy messages is very easy and clear through written communication.

7. Accurate and Precise: Written communication are less prone to errors and they are organized more carefully than the written messages. Written communication is open to verification and its euthenics can be easily challenged. The communicator has to be accurate and factual. There is no insistence on greater accuracy precision.

8. Assignment of Responsibility: If the communication are preserved in writing, it is much easier to assign responsibility. In case mistake is committed in case of oral communication, it is difficult to ascertain responsibility i.e., why that subordinates feel more secure when it receives order in writing.

9. Lesser Chances of Distortion: Chances of distortions in the message in written communication are less as compared to oral communication.

Demerits-

(i) Time Consuming: Written communication is very much time consuming. Letter or written documents may take two or even three to four days to reach its destination. As much time is wasted, it is not suitable when message is to be sent immediately.

(ii) Expensive: This turn out to be costly. Paper and ink typing cost are involved in addition to postage, internet expenses etc. If it is not well drafted documents becomes ineffective. It costs a lot of money to store written record.

(iii) Clarification is not Possible: Written communication is very rigid on the spot clarification and adjustment can not be made. So in case of any doubt and queries the receiver has to write back.

(iv) Lacks Secrecy: Oral messages can be kept secret. But it is difficult to keep written messages completely secret. Written messages can be intercept while it is in transit.

(v) No Personal Touch: Written communication lacks personal touch. The receiver is less receptive. The reason being the written messages tend to be formal.

(vi) Judgement is Impossible: The send of message has no opportunity to judge the reaction from facial expression and gestures of receiver. Gestures and facial expression can not be used reinforce written words.

Q7) What are the types of listening?

A7) Listening can be of following types-

1. Active Listening: When a person is committed to communication process by providing response and feedback, it is called active listening It shows that one is paying attention, is interested in the message and is receiving it. Active listening should not be confused with emphatic listening. It is also called attentive listening.

2. Pretending Listening: It means showing through the expressions that the listener is listening to the message to draw meaning out of it, but actually he is not trying to understand it to respond back. The listener just hears the message and afterwards, ignores it.

3. Emphatic Listening: It involves physical, emotional and intellectual inputs in search of the meaning and the understanding. It means responding to the person fully both emotionally and intellectually (intelligently)! The primary goal of emphatic listening is to understand the other person. Content Listening: The objective of content listening is to understand and retain information imparted by the speaker. One can ask questions but basically information flows from speaker to audience. One's job is to identify the key points of the message. For this, one has to concentrate and listen to the speaker-previews, summaries and enumerated points. One can create an outline of the speaker's remarks in one's mind and then review what he has learned. One can take notes but should also concentrate on the key points discussed by the speaker irrespective of whether he agrees of non approves or disapproves the speaker's point of view.

4. Critical Listening: Its objective is to evaluate the message, strength of evidence, validity of conclusions, implications of message, speaker's intentions and motives and omission of important or relevant points. One cannot critically evaluate the speaker until he is finished. Critical listening involves interaction as one tries to uncover the speaker's point of view.

5. Passive Listening: When a person is not directly involved in response or feedback to the sender of the message, it is called passive listening. It takes place, when one listens to radio, watches TV and neglects to respond to the speaker.

6. Selective Listening : It means that one does not take the message as it is, but makes additions or deductions according to one's own wish considering only that part of the message which supports his own beliefs and does not want to learn other person's point of view. Usually, the listener tries to identify himself with the situation either partially or totally and attempts to find his autobiography in the lives of others.

7. Listening for Mutual Creativity: It means when two or more persons listen to each other in such a manner that it leads to promotion of creativity of both or all of them to such a level/heights which they could not have reached on their own on individual basis. Such listening inspires mutual creativity is mainly concerned with two things -

(i) What does one want the most?

(ii) How can another person help him to get what one wants the get.

Listening for mutual creativity smoothness and accelerates understanding process through the union of hearts and minds of died people. It relieves the persons from stress and staring and helps them to the idea which leads to mutual creativity.

Q8) Explain the process of listening.

A8)  PROCESS OF LISTENING-

It has four elements-

1. Sensing: It involves reception, neural activity, hearing and seeing. A listener will receive aural and perhaps visual stimuli which are transmitted through sound waves.

2. Interpreting: It requires focused perception of the stimuli through language recognition and understanding. The integration of experience is a significant component of interpretation.

3. Evaluating: When a message is understood and the meaning is assigned to it, it is called evaluating. It involves critical assessment of the contents of the message.

4. Response: It means providing feedback giving opportunity for clarification, correction or further explanation. However, direct response is not always necessary or possible.

Q9) How can feedback skills can be improved?

Q9) Improvement in Feedback Skills

The feedback skills can be improved by the following-

1. Message oriented: The feedback should be message-oriented and not speaker-oriented. It means that the listener should ask questions only about the message conveyed by the speaker and not about the speaker himself. The feedback should be accurate and should not be so late that it loses its value.

2. Understanding: Feedback skills can be improved if the message is Properly conveyed to the speaker because the speaker can have feedback only if the listener, clearly understands the message.

Q10) What are the barriers to listening?

A10) BARRIERS TO LISTENING

Various Research studies shows that our listening efficiency is no better than 25 to 35 percent. That means the considerable information is lost in the listening process. The various barriers to listening are to listening remaining part of the speech which leads to poor listening.

1. Pre-judgements about the Speaker: When the listener makes ore-judgements about the speaker before listening to him it becomes a barrier

2. Late Arrival: If the listener arrives late and misses a part of the speech then it is difficult for him to create interest in the speech. So, he ignores the

3. Inconvenient Environment: When speaker does not provide to his listen era cosy and a comfortable environment like proper seating arrangement, well lit rooms, suitable according to the principles of acoustics, conducive room temperature etc. listening can not be effective. At the same time if he does not speak with an air of friendliness recognising the presence of the listener, his viewpoint will fall flat on deaf ears. Non-establishment of physical as well as environmental rapport results in creating external barriers.

4. Premature Response: Premature response of the listener leads to ineffective listening because the listener does not listen to the speaker completely but responds to him before he finishes.

5. Speaker's Body Language : If a listener pays attention to the speaker's Body language (like gesture of the speech),, voice, appearance, accent (like pronunciation) etc., he would not be able to concentrate on what the speaker is saying, which leads to poor listening.

6. Lack of Attentiveness: The listener may not be paying attention to what the speaker says because of his habits, like day-dreaming, which results in poor listening.

7. Listener's Attitude: If the listener listens to the speaker with an attitude, which either approves or disapproves the speaker's ideas, then he may not pay full attention to the speaker, which adversely affects effective listening.

8. Perceptual Selectivity: When the listener listens to only that part of the Speech, which he feels to be interesting, it is called perceptual selectivity. It is also one of the causes of ineffective listening.

9.Noise: Due to noise a person may not be able to listen clearly which Result in ineffective communication because noise creates disturbance and Hence problem in hearing or listening.

10.Loss of Transmission and Poor Retention: In transmitting the message is a loss of some part of the message. It is said that in case of oral communication about 30 per cent of the information is lost in each transmission. In case of retention, the employees retain about 50 per cent of the information only whereas the supervisors retain about 60 per cent of it.

11. Lack of Time: If the listener is not having sufficient time to listen to the speaker then, in a hurry, he can miss some important part of the message which leads to ineffective listening.

12. Lack of Awareness: If the listener is not aware of the topic or subject to be discussed by the speaker, it may not create his interest in the message. This leads to poor listening. If he has also no knowledge of the importance of listening, he will not listen to properly. Even he will not be able to convince his subordinates for the same.

13. Way of Presentation: The way of presentation of the speaker should be such that it attracts the attention of the listener. For better presentation, the speaker should make the use of transparencies, overhead projector, tables in case of data or some other useful information because data etc., if provided orally to the audience will divert their attention, because no one likes to listen to such information if not provided properly in the written form. So, ineffective way of presentation becomes a barrier to listening.

14. Sematic Language Barrier: These barriers are those which hamper the listening process due to the inability of the listener to understand, interpret and evaluate the spoken matter. Sometimes the language of the speaker is not easily understood by the listener due to his different accent or pronunciation which adversely affects effective listening.

15. Rapid Thoughts: A good speaker can speak 125 words per minute, but a listener can process 500 words per minute. Such a great speed of processing of the listener leads to rapid thoughts which can adversely affect his listening because of dilution of his attention at some stage.

16. Flawed symbols : A speaker's defective use of symbols, signs and gestures can create a number of problems in listening because they convey meaning only when they are presented in the right perspective and received by the listener alike.