analysis of an interation
This conversation was taped between my friend Christine and me on October 16th, 2015.
Me: Christine, I need you. Please help me! (Sounds like Anxious)
Christine: Hi, Echo, what’s wrong with you?
Me: The first draft of my resume will due next Monday. But I don’t know how to write the resume. Can you help me?
Christine: My friend, I think your internship professor has already taught you how to write resume. Why would you still have problems?
Me: Yep, my internship professor John taught in class how to write resume. But…my situation is I have no work experience and just have some volunteer experience on campus.I didn’t work during my four-year university studies. I cannot find a job with no work experience.
Christine: I know you graduated from business administration with finance concentration. Do you try to find some entry jobs like junior financial analysist?
Me: Yes, I have tried. But for the junior financial analysist, companies need more than 1year experience. But I don’t have. I don’t know what I can do during my internship. And I don’t know how to write my resume?
Christine: Did you talk to John your situation?
Me: Yep, I have already talked to John my situation. He suggested me to try to find some entry level jobs. But I still cannot find.
Christine: Wait, wait. You told me that you did an internship job at Bank of China this summer in China right? Why would you find a bank teller job? You have some skills in banking.
Me: Oh, you are right. I totally forgot I did an internship in Bank of China. Christine, my friend, can you give me some suggestions about how to classify my skills for applying bank teller job?
Christine: No problem. You can write your resume based on skills based since you have no work experience. For bank tellers, you shouldhave those basic skills like customer service, communication and the basic banking service skills. You can write your resume like that.
Me: I got it. Thanks a lot my dear friend! I know how to write my resume. I ask you drink a coffee later.
Christine: No worries. If you still have some questions please feel free to ask me.
How many of the principles of supportive communication did you use? Explain.
Were there any of the principles that you could have used but did not? Explain.
How effective were you at using the principles of supportive communication?
HINTS: Principles of supportive communication:
• 1.Descriptive communication is designed to reduce a defensive reaction
• Recommended approach
• describe objectively your observation of the event
• describe your reaction or the reaction of others’ to the behavior
• suggest an acceptable alternative
Being Problem Oriented
• Problem-oriented communication focuses on:
• problems and solutions rather than on a person’s traits (link problems to accepted standards or expectations)
• behaviors or events (it is easier to change a behaviour than it is to change an attitude or a belief)
• Validating communication helps people feel recognized, understood, accepted, and valued
• .How to validate
• Ask for opinions, suggestions, or ideas from subordinates
• Be willing to learn from others and be open to new experiences
• Give everyone an opportunity toparticipate
• Identify areas of agreement before moving on to something else
• Acknowledge the value of the other person to you or the organization
• identify something that can be understood and acted upon
• avoid extremes and absolutes as well as either-or statements.
• Comments should focus on items a person has control over
• Conjunctive communication is joined to previous messages and allows the conversation to flow smoothly
• not dominating the conversation
• asking questions related to prior comments
• waiting for a sentence to be completed before responding.
Being a Listener
• Listening is not about waiting for the person speaking to stop so you can begin
• You are listening for understanding
How to listen supportively
• Four types of responses
• Advisingresponses provide advice, personal opinion, or instructions
• Advising responses are appropriate when the listener has the expertise or the individual needs direction
• Probing responses ask questions or seek more information
– Elaboration is used to acquire more information
– Clarification is used when the message is unclear or ambiguous
– Repetition works best when the individual is avoiding the topic or hasn’t answered the question
– Reflection is used to encourage the individual to continue
Please use the hintsI provided to you. Write a paragraph to answer the three questions above. Be careful, I just need you to analyze the principle of supportive communication I used during the conversation.
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