When we have
business, there are some problems that we often face. The problems are :
1.
How
to handle the interruption when we are having business?
2.
How
to asking and giving clarification?
Now,
I will explain about those problems. First I will explain about how to handle
the interruption when we are having business. Before we start to explain about interruption
in business, now I will explain the definition of interruption. Interruption is something that causes a
stop in action. Based on the definition, sometimes interruption would be happen
in all aspect. For example is when you are
giving a presentation on the company’s strategic direction when one of your
colleagues interrupts you. You pause, address his question, and continue
with your point — until he interrupts again. Sound familiar?
There are a number of tactics. But it is important
to understand when and why people interrupt others.
1.
Different Cultural Norms
In one study, Japanese participants (whose
culture is collectivistic) tended to switch their usual cooperative
interruption style (e.g., interruptions asking for clarifications) to the more
intrusive North American style when they were engaged in conversations in
English with Americans. In addition, the number of intrusive interruptions was
higher in conversations between Japanese and American participants conducted in
English than in conversations between two Japanese participants in Japanese.
Similarly, in other studies with different cultures, the person speaking a
second language often switched to the speech style of the native speaker.
2.
Status
High-status people are asked their opinions more
often, talk more, receive more positive comments, are chosen as leaders more
frequently, are more likely to influence their group’s decisions, and in
general dominate the conversation. People tend to dominate conversations and
interrupt when they feel more powerful than others in the room or when they
want to signal power to others.
3. Preempt the Interrupter
Of course you can ask the person who interrupted to
allow you to finish what you were saying. Even better, before you start
talking, preview what you plan to say and stipulate when it’s okay to break in.
Workplace consultant Laura Rose suggests saying, “There are a lot of different
pieces to this explanation, so please bear with me. I want to tell you the
entire story. Then I want us to wrap around and get your thoughts on specific
details.” This type of preview may stop the interrupter before he or she
starts.
4. Hold a Constructive Private Conversation
If the interruptions continue, speak to the person in
private. Give the interrupter the benefit of the doubt; as was the case with
me, they may not realize their tendency to interrupt. Talk to the
person about what you’ve observed and for how long, and explain how it affects
you (and others, if appropriate). This straight talk, when framed
constructively, is more likely to produce a behavioral change.
5. Enlist the Group
If you had prefer to avoid
embarrassing the interrupter, you can address the whole group without pointing
fingers. Ask the group to reflect on whether you are communicating effectively
together and what could be improved. This strategy would allow every member,
including you, to raise their awareness of challenges facing the group, a first
important step in addressing problems like this one. By addressing past interruptions, you’ll be able to
avoid future ones and encourage balanced, effective conversations.
Second,
I will explain about How to asking and giving clarification. Before we start to
explain about clarification in business, now I will explain the definition of clarification.
Clarification is what you hope to
achieve when you make an idea or concept less confusing and easier to
understand.
In
communication, clarification involves offering back to the speaker the
essential meaning, as understood by the listener, of what they have just said. For particular condition, big
companies have public relation management to solve or clarify their problems.
For example like in the airlines company who has responsibility to solving
delay situation. Usually they will send their staff to inform their passenger
about the situation and give them the best treatment while they wait for the
next flight.
But, in this case, the context is
different. In the example above, I give example of clarification for the
hospitality. And now, I will explain how to handling and asking clarification
in the meeting.
Clarification is important in
many situations especially when what is being communicated is difficult in some
way like in the meeting. Communication
can be 'difficult' for many reasons, perhaps sensitive emotions are being
discussed - or you are listening
to some complex information or following instructions. When we are having meeting with the client or
colleague, if they confuse about our presentation so they will ask to repeat
again or explain more details.
ü Some examples of non-directive clarification-seeking
questions are:
·
“I'm not quite sure I understand what you are saying.”
·
“I don't feel clear about the main issue here.”
·
“When you said ........ what did you mean?”
·
“Could you repeat ...?”
ü Some examples
to asking clarification are :
·
I beg your pardon?
·
What do you mean by…?
·
Do you mean…?
·
Could you say that again, please?
·
Could you repeat please?
Clarifying
involves:
- Non-judgemental questioning.
- Summarising and seeking feedback as to its accuracy.
Guidelines for Clarifying
Clarification is the skill we use to
ensure that we have understood the message of the speaker in an interpersonal
exchange. When using clarification follow these guidelines to help aid
communication and understanding.
- Admit if you are unsure about what the speaker means.
- Ask for repetition.
- State what the speaker has said as you understand it, and check whether this is what they really said.
- Ask for specific examples.
- Use open, non-directive questions - if appropriate.
- Ask if you have got it right and be prepared to be corrected.
Summary of Clarification
In reflecting, clarifying and summarising, speakers must be allowed to
disagree with, and correct, what the listener says. They should be
encouraged to express themselves again, if necessary, giving the listener
another chance at understanding, and to check understanding until agreement is
reached. Reflecting, clarifying
and summarising are the tools used by active listeners
to enable them to demonstrate understanding and encourage a speaker
to talk openly. For effective
communication it is essential that the listener and speaker both have the same
understanding of the discussion. The speaker must, therefore, have the
opportunity to correct the listener's understanding. Use clarification, reflection and summarising to help with your
interpersonal relationships.
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