Tuesday
First impression
The importance of first impressions:
Although it takes only 30 to 45 seconds to formulate a first impression, it often requires four or five additional encounters to change someone's first impression. Many times, once you've made a first impression, you will not have a second opportunity to change that impression. Therefore, it's important to make your best impression on the first try.
Elements influencing first impressions:
Often impressions are based on abstract qualities such as:
· Appearance
Your appearance is comprised of several factors: the clothes you wear, your personal hygiene, your posture, and even your handshake all leave impressions on people you meet. When meeting people for the first time, it is best to do some research and find out about their environment. If you are entering a different country or culture, determine whether your attire
is appropriate. Learn how that culture views eye contact and discover what hand gestures are considered inappropriate to avoid them.Do your best to duplicate the styles and characteristics of the people in your meeting environment so messages will not be cluttered by misperception.
· Knowledge
Although your intelligence will not be scored in a business meeting, it will be tested and judged based on your competence. Just as you would research different cultures in order to adapt to them beforehand, so too should you research the topic of your meeting before hand.
If you do not know the answer to a question, do not lie. Rather, admit that you do not know the answer and promise to find out. Then, make sure to follow through on that promise. Let the person know when you'll be able to provide her with an answer, and deliver it at that time.
· Social composure
Social composure comprises grace, charm and etiquette. Being graceful in a meeting or social activity involves being comfortable in your surroundings. Knowing that you are appropriately attired and are familiar with the customs and culture of your group will help put you at ease. Simply being friendly is the key to exhibiting charm. You can build rapport with your associates by listening to and sharing with them. Be sure your communication involves a two-way exchange of information. Displaying the proper etiquette for the environment will also lead you toward achieving a high level of social composure. Being polite to your associates will communicate a desire to build rapport.
Communicating to build rapport:
Rapport is a relationship of mutual trust. Without trust, communication is superficial at best and nonexistent at worst. You also need to establish your credibility to communicate effectively, which means you need to ensure that listeners respect and believe you.
There are three guidelines you should follow to build rapport:
· Adapt to the other person's communication style
By paying attention to conversation and body language, you should be able to determine the other person's primary communication style. Recognizing a person's communication style allows you to adapt your own communication style to his so that the two of you are compatible. The person to whom you have adapted will appreciate your insight and understanding.
· Find common ground with the other person
Common ground is often considered small talk in interactions with other people. This part of communication is meant to break down barriers and find a topic to which all people involved can relate.
· Focus on mutually beneficial goals
To establish rapport, you must identify mutually beneficial goals early in the conversation. For example, in a meeting to resolve a conflict regarding office space, it benefits all parties involved to recognize that an efficient arrangement of workstations is the mutual goal. By focusing on that point, differing opinions might be expressed, but the rapport will continue because the parties are working toward a common goal.
Listening
What is the difference between hearing and listening?
There are three levels of listening:
1. Hearing but not listening.
2. On & off.
3. Physically & emotionally involved.
Active listening
· Is the process of taking action to help someone say exactly what he or she really means.
· It employs paraphrasing messages & asking for confirmation of meaning.
· It minimizes the importance of the self & allows one to understand more fully another person’s perspective.
· A technique of asking open-ended questions to clarify & expand the meaning of another person’s message.
A] Open Ended Questions
Cannot be answered with a simple "yes" or "no", or with a specific piece of information & gives the person answering the question scope to give the information that seems to them to be appropriate. Open-ended questions are sometimes phrased as a statement which requires a response.
How was the instructor?
I think ……., but ………...; moreover ……….; however,………..!@%*!!?
B] Closed Ended Questions
A closed-ended question is a form of question which can normally be answered using a simple "yes" or "no", a specific simple piece of information, or a selection from multiple choices.
Examples include
:
How old are you?
32 years old.
I’ll be turning 12 by next August.
Why Do We Ask Questions?
· Get information
· Gain & maintain control
· Handle complaints
· Establishing trust
· Sarcasm
· Create emotional involvement
· Acknowledge or confirm a statement
· Gain Time
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