A Day At The BPO Interview - Listening Skills

Pretty HR: Tell me something about yourself ?

Confident Me: Well hmm .. What to say about myself ! I m 20 years young (Duhh ! what was I thinking !!) pursuing FyBcom (happily), dad is working, mom is homemaker, and hmm that’s it ( I was at loss of information about myself)

Pretty HR : OK ! Why you want to join this company ?

Confused ME: Well.. hmm !! .. hmm !! .. hmmm !! .. This company is good ! I like the building, garden and ambience (c’mon I was honest). Want to start my career in an international company where I will get good experience (I thought that was some good answer, yeah !)

Pretty HR: What kind of experience ? 

Really confused Me: Some good experience in working, you know ! I m a fast learner.

Pretty HR: OK ! what are your future plans ?

Confident Me: I wanna be rich and famous businessman. Start my company and have a fancy office like this one (that was too ambitious of me to say it ! )

[Then followed volley of cross questions, dissecting my thought flow]

Pretty HR: OK ! are you fine with working in night shifts?

Sure ME: yeah ! I m fine , I can work night shifts, will manage my studies (said that with a humble face)

Pretty HR: OK ! I will put you to some communication tests in English? If you clear them we can consider you for Ops round.


Phew ! I cleared the HR Round, whoa ! .. that was some mean meeting. So as she asked me to wait for 15 minutes = 1 Hour 45 minutes, I waited patiently in the lobby area, staring in the blank space what communication tests would be like, As I was asked to wait to anticipate next level of assessments, I was sitting eagerly (I was expecting something to move in 15 minutes, remember ! ) minutes turning in more minutes and eventually hours, I thought to myself, this may be some kinda test (patience test, I guess), may be some camera is watching me, so I put my best behavior, felt like wow, I m in some cool big shot MNC.

So finally the Indian restlessness got better of me and I enquired with the coordinator to give me a response what is happening when I m going to be put through another test ! and my concern was answered in another 45 minutes (every time I was told to wait just 10 more minutes).

As I sat in front of the computer laced with all applications to test my communication skills, listening skills to be the most important of all also there was psychometric set of questionnaire, I felt I m being tested for some real big stuff, this is it ! .. I m gonna make a career choice. I wanna be in this company, forever till I breathe. Everything is so cool, pretty girls, smart dudes, fancy computers, furniture etc. Tests after tests (Reading, listening, speech and grammar) I cleared anxiously, curiously, happily ! 

By this time, half day had passed, I was surviving on the junk breakfast I had early morning, I was tired (mentally and physically) so I was given a coupon to go to the company cafeteria and have some complimentary snacks. I was like wow ! (free free !! ) .. that it ! I wanna be in this company, till I breathe ! .. I was already visualizing myself as part of the company as I admired other employees who were relishing in their time-bound robotic break.

Fed and watered I came back to the lobby area, to join anxious and happy faces, also bid goodbye and wish luck to those who dint clear the rounds, I felt I was in an audition, met some good souls from different parts of the country and life. Suddenly my perspective of life began to change. Rejection scared me ! 

It was almost evening and I could see sun setting and activities increasing at the office. Waves and waves of smiling faces rushing into the office one after another through the turnstiles to go to their decorated desks and begin the day (actually night !). 

I had achieved the most patient and calm moments of my otherwise fast and restless life. After probing further I was told, that the Elusive Ops Manager for whom we were waiting so eagerly had finally arrived and had descended on his throne where he could decide our future ! So I walked through the fancy corridor to the interview room where sat a plum (I will call him fat) big round face, formally dressed, middle age man, wearing glasses of wisdom, experience and skills looking at me. I know I was being assessed non verbally !! 

I wish I had dressed formals Aaaw !! so I squeaked a formal hello and followed to the Hotter seat at nervous side of the table. He screened my CV (I Guess) and browsed through the scores I had achieved in the tests ! he looked up at me and did a “Hmmm” !!

A Typical start to the interview, like “tell me something about yourself?” I had mastered the art of replying to few set of predefined questions, which I was day dreaming (Art of Visualization) while I was waiting at the lobby area. OM seemed like a pretty chilled out person contrary to what I had perceived. He enquired about my technical skills in computer ( I m an average techie) so I kinda convinced him for that. He also shared his concern about working in night shifts and managing the health part of it. to which I assumingly said I will manage, however that was not convincing enough for him, as he dint understand my formulae’s of managing studies, lectures, assignments, exams and work-shifts, transportation at odd hours and odd seasons (monsoon and winter specifically). I also lost my ground on catching up with American accent, I was putting up a fake untrained Ahmehricaan akhsent (duhh ! it was bad) which did not impress him at all, and as interview progressed he was not convinced with me. However I had goofed up.

We bid goodbye at the end of a healthy but disappointing discussion, with a heavy heart I walked to the lobby area and sat as if I had lost the battle of BPO interview. Feeling of rejection and worthlessness was clouding over me but there was a thin ray of hope which kept my spirits as feedback was yet to come ! anxious and long wait of another 2 hours made me realize values of lot of aspects (Humility, Honesty, Patience and much more indescribable) in life.

Finally, came the dreaded list of selects, All through the day as I kept clearing the rounds, I was one of the important names in the list. Suddenly I was not at all required, names after names were called out of those who got the big ticket to this fancy factory. Smiles, cheers and happiness all around me, except within myself. As I sat there looking at winners who made it to the finish-line, a promising career and fat salary ! I walked away to exit after accepting a sympathetic rejection, it was d longest and heaviest walk I remember, My First Rejection !

Opportunity lost, but lessons learnt !! I was not the same person as I walked out of that office. Looked up into the Sky, and thanked God for this experience. As I walked towards my Bike…..

I got a telemarketing call selling BPO jobs, offering you the dream job of working in a world class infrastructure, fancy tall buildings of some firangi company or in short “MNC “ !! 

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How to Provide Excellent Project Management Training

The majority of organisations and businesses these days will seek to provide project managers with sufficient training at the beginning of their employment, and at several different points throughout, in order to ensure they are completely up to date with current methods and technology. This training helps enable the project manager to become better at their job and so this type of training is not only highly beneficial to the person receiving it, but it is an investment for the company.

Here are a few tips to help you provide an excellent project management training programme:

If you've invested in an external project management training course for your staff, you should make sure you fully understand the course content yourself so that you know exactly what your staff are learning and how to help them use those skills when they complete their period of study. If you're planning an onsite course based on your own project management training and experience, you'll want to brainstorm and discuss (with other managers) which skills you want your trainees to learn and which of those are top priority.

Give your Learners a Way to use Their New Skills

Before you plan your programme you'll want to make sure your learners will first and foremost be learning skills they will be utilising in their job role and secondly, ensure those skills can be put into practice with almost immediate effect. Learners are more likely to remember the skills they were able to apply to their project almost immediately after their training

Understand your course

Use all the different styles of teachingPeople learn in several different ways and it's important you incorporate training that matches all those styles so you know you're reaching everyone in your group. Try to use verbal explanations, slideshows, role play and other forms of explanation to ensure a dynamic learning schedule is used. If one form of explanation does not appear to be working try to be flexible and explain it in a completely different way. For example; if you've drawn a diagram of key methodologies and don't seem to be getting any feedback from your group, try using a discussion format or role play in order to get your group enthused about the information they are gaining

Always Encourage Communication

Right from the beginning of your project management training you'll want to explain to your trainees firstly why the training actually matters and secondly, explain what their training will include. You'll want to clearly define the objectives of the process all the way through the course and reminding participants of these objectives will encourage them to stay focused throughout.

Provide communication training that enables delegates to learn vital skills like: how to successfully approach uncertainty and doubt and why it's important not to make assumptions about a project. Learning when it's better to schedule a one-to-one rather than using email, and learning to seek the truth from situations rather than make assumptions about people or listen to hearsay. A little cultural training is also beneficial because cultural sensitivity is so important in today's multi-cultural workplace. And remember that effective project management training leading to a recognised PM qualification can help you advance your career.

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Effective Listening in the Workplace

What is listening? And moreover, what is effective listening? Of course, we all listen carefully, making a mental note of every word and every syllable. If that's the case, stop! Right now, at this moment, as you are reading this, ask yourself an honest question, are you assimilating, what you are reading? Often we skip words, while listening or reading. To make this worse we listen with prejudices and biases. This, primarily, is what hampers effective listening. Effective listening is an important part of building trust and strengthening business relationship, which in turn are inevitable ingredients of building empires. Those with effective leadership traits, know the importance of effective listening in the workplace. Complete understanding of the term is what makes them successful entrepreneurs, mentors and leaders. Let's see what lies in the nitty-gritty of effective listening in the workplace.

Developing Effective Listening Skills

Conscious Decision
The first step towards being an effective listener, is to take a conscious decision to hear someone. Once you've decided to listen effectively, then there's no looking back.

Body Language
Body language is an integral part of everything you do. Hence, it plays a crucial role in making you an effective listener in the workplace. When the speaker addresses you, make a confident eye contact. Sit in a position that you are most comfortable in, so that you don't fidget. Changing your emotions, appropriately to react to the listener's story, is a real test of understanding the body effective listening in the workplace. Read more about workplace ethics.

Share is Caring
Back home, when parents try to advice kids, the advice is straight away trashed. But in a workplace, the opposite is most likely. Considering, the similar age brackets of co-workers, the troubles of the speaker may seem more realistic to you, which makes you responsible to advice or at least pep-talk your colleague. If you are a good boss, don't probe too much into the matter, as not all employees are comfortable talking to their bosses. Let them befriend each other, to share and care for one another. This will also help in building teams and raising team spirits.

Connect
The last, final and the best of effective listening techniques for effective listening in the workplace, is to connect with the speaker's problems. Striking a connection, means talking about the problem or trouble or reacting to a good news as though it's a part of your life. Giving listening a personalized touch will help you establish a trustworthy bond.

Effects of Effective Listening in the Workplace

Non-Verbal Communication
Effectively listening in the workplace is a form of non-verbal communication. Clichéd, as it may sound, silence speaks more than words. When you make a conscious decision to listen to somebody, you do it with full, undivided attention. Your complete attention and concentration, towards the speaker's subject, communicates your concern to the speaker. In this way, effectively listening in the workplace, serves as a non-verbal communication tool. Corporate organizations are demanding and challenging. Most of us cope up with the pressures, however, it is always a listening ear, that provides us with motivation, care and concern to carry on. Read more about employee motivation.

Intelligent Emotions
Developing effective listening in the workplace through effective listening activities, is a way of fortifying emotional intelligence at work. This works with the logic of 'a friend in need, is a friend indeed'. If your employees can establish strong relations with each other, it's going to benefit your organization. Those of you, who think that your employees may conspire if they mingle too much, then let me tell you, boss, you are wrong!! Hearing out one another, working together, sharing load, being a helping hand and walking the extra mile, will go a long way in making your organization successful. Read more on emotional intelligence.

There are many factors to effective listening strategies. However, focusing with clarity is the important of all. I hope these effects of effective listening in the workplace and effective listening techniques, help you in building a reliable workforce.

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Good listening skills are vital to healthy relationships.

Good listening skills are vital to healthy relationships. Whether you're strengtheing a relationship, resolving a conflict, or offering support in a facing a crisis, good listening skills can be a lifeline to peace. Learn how to be a truly supportive listener, and you may find yourself surrounded by others who are able to do the same. Here are some important steps to developing good listening skills:
Difficulty: Average
Time Required: Varies, Depending On The Situation
Here's How:

   1. Listen, Listen, Listen. Ask your friend what’s wrong, and really listen to the answer. Let them vent their fears, frustrations and other important feelings, maintaining eye contact and showing that you’re interested in what they have to say. Resist the urge to give advice, and just let them get it out.

   2. Reframe What You Hear. Summarize and repeat back your understanding of what they’re saying so they know you’re hearing them, and focus on the emotions they might be feeling. For example, if your friend is talking about family problems, you might find yourself saying, “It looks like things are getting pretty hostile. You sound like you’re feeling hurt.”

   3. Ask About Feelings. Ask them to expand on what they’re feeling. Asking about their feelings provides a good emotional release and might be more helpful than just focusing on the facts of their situation.

   4. Keep The Focus On Them. Rather than delving into a related story of your own, keep the focus on them until they feel better. You can reference something that happened to you if you bring the focus back to them quickly. They will appreciate the focused attention, and this will help them feel genuinely cared for and understood.

   5. Help Brainstorm. Rather than giving advice in the beginning, which cuts off further exploration of feelings and other communication, wait until they’ve gotten their feelings out, and then help them brainstorm solutions. If you help them come up with ideas and look at the pros and cons of each, they’re likely to come up with a solution they feel good about. Or they might feel better after just being able to talk and feeling heard.

Tips:

   1. Stay Present. Sometimes people feign listening, but they’re really just waiting for their friend to stop talking so they can say whatever they’ve been mentally rehearsing while they’ve been pretending to listen. People can usually sense this, and it doesn’t feel good. Also, they tend to miss what’s being said because they’re not focused.
   2. Don’t Give Advice. It’s common to want to immediately give advice and ‘fix’ your friend’s problem. Unless it's specifically requested, don’t. While you’re trying to help, what would work for you might not work for your friend; also, advice can feel condescending. Unless they ask directly for advice, your friend probably just wants to feel heard and understood, and then can find his or her own solutions.
   3. Trust The Process. It might feel a little scary to listen to feelings before diving into solutions, and hearing your friend talk about upset feelings might even make you feel helpless. But usually offering a supportive ear and sitting with your friend in an uncomfortable place is the most helpful thing you can do, and once the feelings are cleared out, the solutions can start coming.
   4. Let Things Even Out Over Time. With all this focus on your friend’s problems, it might be difficult not to focus equal time on your own. Relax in the knowledge that, when you need a friend, your friend will likely be a better listener for you. If you’re consistently doing all the giving, you can re-evaluate the dynamics of the relationship. But being a good listener can make you a stronger, more caring person and bring a more supportive angle to your relationships.

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What does it mean to really listen?

   1. Real listening is an active process that has three basic steps. Hearing. Hearing just means listening enough to catch what the speaker is saying. For example, say you were listening to a report on zebras, and the speaker mentioned that no two are alike. If you can repeat the fact, then you have heard what has been said.
   2. Understanding. The next part of listening happens when you take what you have heard and understand it in your own way. Let's go back to that report on zebras. When you hear that no two are alike, think about what that might mean. You might think, "Maybe this means that the pattern of stripes is different for each zebra."
   3. Judging. After you are sure you understand what the speaker has said, think about whether it makes sense. Do you believe what you have heard? You might think, "How could the stripes to be different for every zebra? But then again, the fingerprints are different for every person. I think this seems believable."

Tips for being a good listener

   1. Give your full attention on the person who is speaking. Don't look out the window or at what else is going on in the room.
   2. Make sure your mind is focused, too. It can be easy to let your mind wander if you think you know what the person is going to say next, but you might be wrong! If you feel your mind wandering, change the position of your body and try to concentrate on the speaker's words.
   3. Let the speaker finish before you begin to talk. Speakers appreciate having the chance to say everything they would like to say without being interrupted. When you interrupt, it looks like you aren't listening, even if you really are.
   4. Let yourself finish listening before you begin to speak! You can't really listen if you are busy thinking about what you want say next.
   5. Listen for main ideas. The main ideas are the most important points the speaker wants to get across. They may be mentioned at the start or end of a talk, and repeated a number of times. Pay special attention to statements that begin with phrases such as "My point is..." or "The thing to remember is..."
   6. Ask questions. If you are not sure you understand what the speaker has said, just ask. It is a good idea to repeat in your own words what the speaker said so that you can be sure your understanding is correct. For example, you might say, "When you said that no two zebras are alike, did you mean that the stripes are different on each one?"
   7. Give feedback. Sit up straight and look directly at the speaker. Now and then, nod to show that you understand. At appropriate points you may also smile, frown, laugh, or be silent. These are all ways to let the speaker know that you are really listening. Remember, you listen with your face as well as your ears!

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Listening Skills

The average college student spends about 14 hours per week in class listening (or perhaps I should say "hearing"--there is a difference!) to lectures. See if you can improve your listening skills by following some of the strategies below:

Maintain eye contact with the instructor. Of course you will need to look at your notebook to write your notes, but eye contact keeps you focused on the job at hand and keeps you involved in the lecture.

Focus on content, not delivery. Have you ever counted the number of times a teacher clears his/her throat in a fifteen minute period? If so, you weren't focusing on content.

Avoid emotional involvement. When you are too emotionally involved in listening, you tend to hear what you want to hear--not what is actually being said. Try to remain objective and open-minded.

Avoid distractions. Don't let your mind wander or be distracted by the person shuffling papers near you. If the classroom is too hot or too cold try to remedy that situation if you can. The solution may require that you dress more appropriately to the room temperature.

Treat listening as a challenging mental task. Listening to an academic lecture is not a passive act--at least it shouldn't be. You need to concentrate on what is said so that you can process the information into your notes.

Stay active by asking mental questions. Active listening keeps you on your toes. Here are some questions you can ask yourself as you listen. What key point is the professor making? How does this fit with what I know from previous lectures? How is this lecture organized?

Use the gap between the rate of speech and your rate of thought. You can think faster than the lecturer can talk. That's one reason your mind may tend to wander. All the above suggestions will help you keep your mind occupied and focused on what being said. You can actually begin to anticipate what the professor is going to say as a way to keep your mind from straying. Your mind does have the capacity to listen, think, write and ponder at the same time, but it does take practice.

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Why You Need Good Listening Skills

Good listening skills make workers more productive. The ability to listen carefully will allow you to:

    * better understand assignments and what is expected of you;

    * build rapport with co-workers, bosses, and clients;

    * show support;

    * work better in a team-based environment;

    * resolve problems with customers, co-workers, and bosses;

    * answer questions; and

    * find underlying meanings in what others say.

How to Listen Well
The following tips will help you listen well. Doing these things will also demonstrate to the speaker that you are paying attention. While you may in fact be able to listen while looking down at the floor, doing so may imply that you are not.

    * maintain eye contact;

    * don't interrupt the speaker;

    * sit still;

    * nod your head;

    * lean toward the speaker;

    * repeat instructions and ask appropriate questions when the speaker has finished.

A good listener knows that being attentive to what the speaker doesn't say is as important as being attentive to what he does say. Look for non-verbal cues such as facial expressions and posture to get the full gist of what the speaker is telling you.
Barriers to Listening
Beware of the following things that may get in the way of listening.

    * bias or prejudice;

    * language differences or accents;

    * noise;

    * worry, fear, or anger; and

    * lack of attention span.

Listening Starts Early
If you have children you know what it's like to feel like you're talking to a wall. Kids have an uncanny ability to appear to be listening to you while actually paying no attention at all. While this is something that may pass with age it is important to help children develop good listening skills early. They will do better in school and you will keep your sanity. As the SCANS report points out, good listening skills will prepare children to eventually succeed in the workforce.

    * When you tell your child to do something, ask him to repeat your instructions;

    * Teach your child to maintain eye contact when talking to or listening to someone;

    * Read out loud to your child and then engage her in a conversation about what you have read; and

    * Engage your child in age-appropriate activities that promote good listening skills.

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