Case3 Is Shana Really Listening? Shana, a long-time employee of the bank where y
ID: 456430 • Letter: C
Question
Case3 Is Shana Really Listening?
Shana, a long-time employee of the bank where you work, lives in your apartment complex. You have seen her in the lobby of the apartment building and at the bank, but you have never really met. The bank offices have been reorganized and you have been assigned to work in investment services with Shana. You are excited about the move and look forward to working with new people. As you enter the investment office on your first day, you recognize Shana. You immediately introduce yourself. She says that you look familiar, but immediately becomes distracted by an incoming e-mail message. You tell her that you are looking forward to work with her. She ask, “where is your desk?” as you respond, her fax machine begins to print, and she doesn’t hear your response. You say, “Would you like to have lunch with me?” She says, “ What was that again? You repeat the question but notice Shana’s attention is again focused on her e-mail messages. She doesn’t look at you and doesn’t appear to be interested in talking to you. You go to your desk and get to work. You see Shana in the elevator after work. She says, What happened to you this morning? We were talking, but when I looked up you were gone. “ Just as you are about to respond, the elevator door opens and for jovial people get in. They continue laughing and talking so that meaningful conversation with Shana is impossible.
1. What is Shana’s problem? Is she an active listener? Does she have a listening problem or does she not want to talk with you?
2. What communication problems are evident in this case?
3. Assuming that you still want to establish rapport with Shana, what is your next step? How important is it to establish a good working relationship with Shana?
in personal development
Explanation / Answer
1. Shana's problem is that she is not a active listener. She seems to have listening problem as she is not putting any conscious effort to hear your words and understand the message that you are trying to give. She is not paying attention at all. She is surrounded by distractions like e-mails, fax machines etc. Thus Shana seems to have a listening problem.
2. Communication is the exchange of information between two or more persons. In this case there are two parties - you and Shana. You are the sender of the information and Shana is the receiver of the information. The communication problem in this case is that the receiver is not trying to understand the meaning and significance of the message and information that you are trying to convey. There is a clear lack of attention and interest on the part of the receiver i.e Shana. This acts as a barrier to effective communication.
3. As Shana is a poor listener, your next step should be to establish rapport by focusing on non verbal rapport building. Use of non verbal signals like positive body movements, maintaining eye contact, using appropriate facial expressions should be focused on. Once, non verbal rapport has been established to some extent, try to gradually break the ice or reduce the tension. As Shana displayed poor listening skills you will have to adaptable and gradually convey to Shana why you want to build a rapport.
Shana will soon be a part of your team in the investment services department. Establishing a good working relationship with your team members is extremely important. It will ensure that communications are strong among the team members. It will also build and foster trust among team members. All these will be instrumental in developing a positive workplace atmosphere and the team members will contribute with a positive and forthcoming attitude in the team.