August 22, 2007

Interviewing Tips

Etiquette Tips
1. When you have an appointment- Always be on time
2. Don’t overstay your welcome

1. Interview involves both verbal and non-verbal, and is two-way.
2. Communication consists of the following observable behaviors: 7% verbal, 38% tone of voice, 55% non-verbal.

Some Communication Enhancers
1. Empathy
2. Observation
3. Keep it simple
4. Active Listening
5. Practice Golden Silence
6. Non-verbal communication
7. Avoid dangerous verbal signals

Elements of Non-verbal Communication
1. Space
2. Dress
3. Touching
4. Body messages
5. Voice Characteristics

Level One Listening: Marginal
1. Lowest Level, involves least concentration
2. Listener may exhibit blank stares, nervous mannerisms, and/or gestures which may annoy others

Level Two Listening: Evaluative
1. Requires more concentration and attention
2. Listener actively tries to hear, but not to understand
3. Listener attempts to categorize statements and prepare responses

Level Three Listening: Active
1. Most effective level
2. Listener refrains from evaluating and tries to see other’s point of view
3. Attention is on words, plus thoughts, feelings, and meaning being conveyed

Results of Ineffective Listening
1. Lost the best people
2. Jobs must be redone
3. Misunderstanding
4. Mistakes

Keys to Active Listening
1. Concentration by focusing on customer -Resist Distractions
2. Acknowledge customer by demonstrating interest & attention -Provide Feedback
3. Research -Gather information through questions
4. Sense customer’s non-verbal message -Be observant
5. Structure/organize information you get -Mentally review what you learn
6. Practice Golden Silence
7. Work at Listening
8. Keep your mind open -Don’t impose your own ideas

What To Do During: Active Listening
1. Assume an active listening -posture
2. Maintain eye contact
3. Make active listening -facial expressions
4. Give nonverbal -encouragement

What To Observe During : Active Listening
1. Identify content of customer’s -verbal statements
2. Identify customer’s feelings
3. Identify feeling of customer’s -verbal behavior
4. Identify messages from -customer’s non-verbal behavior

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