Communication Processes with Bilisaa Sh.ppt

HARDWARE & NETWORKING SERVICE
LEVEL – IV
Utilize Specialized Communication Skills

Module Title: Utilizing Specialized
Communication Skills
Module code: ICT HNS4 M07 0815
Nominal duration: 50 Hour

UNIT OF COMPETENCE MAINLY INCLUDES:
LO 1:Meet common and specific communication needs of
clients and colleagues
LO 2:Contribute to the development of communication
strategies
LO 3:Represent the organization
LO 4:Facilitate group discussion
LO 5:Conduct interview

LO -1
Meet common &
specific
communication
needs of clients &
colleagues

COMMUNICATION NEEDS OF CLIENTS AND
COLLEAGUES
 What is communication?
Communication can be defined as:
 is the transferring /exchange of thoughts, idea, messages, emotion &
information through by speech, signals, writing, expression & voice
from one person to another.
 Way of exchanging an information or message between sender and
receiver.
 is the exchange of information between people; it occurs when one
person understands the meaning of a message sent by another
person, and responds to it.
 exchange of ideas, opinions and information through written or spoken
words, symbols or actions.

Types of communication
Verbal / oral communication:
• Communication happens through vocally to convey message.
• Eg face to face meeting, telephone conversation, TV, video
conferen
Non-verbal communication:
• mode of communication which only majorly uses body language
and various other physical gestures as a means for
communicating.
• Eg facial expression, body language, gesture, color, sign
Written communication:
• Written text or materials forms for communicating
• Eg letter, book, newspaper , report, email
Electronic communication:
• is the modern way of communication that includes electronics and
latest technology for communicating such as teleconferencing e-
mail, including social media such as Facebook and Twitter etc.

#1. VERBAL /ORAL/ COMMUNICATION
 business take place over the phone or in person.
 The medium of the message is oral.
 Oral communication implies communication through mouth.
 It includes individuals conversing with each other, be it direct
conversation or telephonic conversation.
 Speeches, presentations, discussions, meetings are all
forms of oral communication.
 Oral communication is generally recommended when the
communication matter is of temporary kind or where a direct
interaction is required.
 Face to face communication (meetings, lectures, conferences,
interviews, etc.) is significant so as to build a rapport and trust.

ADVANTAGES OF ORAL COMMUNICATION
 There is high level of understanding and transparency in oral
communication as it is interpersonal.
 There is no element of rigidity in oral communication. There is flexibility
for allowing changes in the decisions previously taken.
 The feedback is spontaneous in case of oral communication. Thus,
decisions can be made quickly without any delay.
 Oral communication is not only time saving, but it also saves upon money
and efforts.
 Oral communication is best in case of problem resolution. The conflicts,
disputes and many issues/differences can be put to an end by talking them
over.
 Oral communication is an essential for teamwork and group energy.
 Oral communication promotes a receptive and encouraging morale among
organizational employees.
 Oral communication can be best used to transfer private and confidential
information/matter.

#2, NON-VERBAL COMMUNICATION
 Nonverbal communication is behavior, other than spoken or written
communication, that creates or represents meaning.
 In other words, it includes facial expressions, body movements,
and gestures.
 Nonverbal communication is talking without speaking a word. It is
very effective, maybe even more so than speech. Remember the
saying, “Actions speak louder than words.”
 There are two main types of nonverbal communication.
I. Body language
 DL is body movements that depend on a person’s attitude or feelings.
 BL includes the way people walk, how they stand, and their facial
features.
 In other words, any kind of meaning that is shown by a person's body
attitude or movements.

II. GESTURES
 Gestures are communications like facial expressions, hand
signals, eye gazing, and body postures.
 Examples include smiles, handshakes, waving, and raising
certain fingers to say something.

#3. WRITTEN COMMUNICATION
 Written communication involves any type of interaction that makes
use of the written word.
 Written communication has great significance in today’s business
world. It is an innovative activity of the mind. Effective written
communication is essential for preparing worthy promotional
materials for business development.
 Speech came before writing. But writing is more unique and formal
than speech.
 Effective writing involves careful choice of words, their organization
in correct order in sentences formation as well as cohesive
composition of sentences.
 writing is more valid and reliable than speech. But while speech is
spontaneous, writing causes delay and takes time as feedback is not
immediate

ELEMENTS OF COMMUNICATION PROCESS
The communication process is a simple model that demonstrates all the factors that can
affect communication. Communication is effective if the message that is received is the
same one that is sent.
To understand how to communication, here is the individual element of communication
first:
 Source: the source of communication is the initiator, or origin, that puts the
communication into action. It is an individual or group that has a specific reason
to begin the communication process. That is, there is a message that they wish
another to receive.
 Encoder: Once the purpose of the source has been decided, there must be a
specified format for the message to take. This is what the communication
encoder does; it takes the concept that the source wants sent out, and puts it into
a suitable format for later interpretation.
 Message: The information, idea, or concept that is being communicated from
one end to the other is the message. Most of the time, in human communication,
the message contains a distinct meaning.
 Channel: It is essential for meaningful communication that a suitable means to
transmit the message be selected. The channel is the route that the message
travels on, be it verbal, written, electronic, or otherwise.

 Noise: It is inevitable that noise may come into play during the communication
process. Noise could be considered an interference or distortion that changes the
initial message, anything that can misconstrue the message may be noise. Noise
can be physical, as in an actual sound that muffles the message as it is being
said, or it can be semantic, like if the vocabulary used within the message is
beyond the knowledge spectrum of its recipient. In order for communication to
be effective, noise must be reduced.
 Decoder: Before the message reaches the intended recipient, it must be
decoded, or interpreted, from its original form into one that the receiver
understands. This is essentially the same interaction as that of source and
encoder, only in a reversed sequence.
 Receiver: In order for communication to be executed, there must be a second
party at the end of the channel the source has used. The receiver takes in the
message that the source has sent out.
 Feedback: For meaningful communication to come to fruition, it is vital that
the receiver provides feedback to the source. Feedback relates to the source
whether their message has been received, and most importantly, if it has been
interpreted accurately. Without feedback, the source would never know if the
communication was successful.

First the sender gets an idea (ideation) what to communicate. The source then can encode the message and
sends the message. This message is sent through a channel (media). It is then received by the receiver who
decodes the message and sends a feedback to the receiver of having received the messenger. Through the
feedback the sender knows that the message has been received. It is important that the message be received
and conveys the meaning it is intended for.

Objectives of communication
 Information Sharing
 The main purpose of communication is to transmit information form a source
to target individuals or groups.
 Feedback
 There is a need to give good feedback to the employees on their achievements, to
the departments on their performance and to the higher management of the
fulfillment of goals and difficulties encountered.
 Control
 The management information system is well known as a control mechanism.
Information is transmitted to ensure that the plans are being carried out according to
the original design. Communication helps in ensuring such control, a monitoring
mechanism.
 Influence
 Information is power and one purpose of communication is to influence people. The
manager communicates to create a good climate, right attitude and congenial working

 Problem Solving
 In many cases, communication aims at solving problems. Communication
between management and the union on some issues (negotiation) is aimed at
finding a solution. Many group meetings are held to discuss alternative
solutions for a problem and to evolve a solution.
 Decision Making
 For arriving at a decision several kinds of communication are needed, e.g.,
exchange of information, views available, alternatives, favorable points to each
alternative, Communication helps a great deal in decision making.
 Facilitating Change
 The effectiveness of a change introduced in an organization depends to a large
extent on the clarity and spontaneity of the communication. Communication
between the consultants and the managers between the managers and the
employees and amongst the employees help in knowing the difficulties in the
planned change and in taking corrective action.
 Group Building
 Communication helps to build linkages of the organization with the outside
world. The organization can use its environment to increase its effectiveness. It
can also influence the environment itself the government, client system, the
resource system etc. Communication plays a critical role in this respect.

BARRIER ( OBSTACLE ) TO EFFECTIVE COMMUNICATION
 is anything that prevents someone from receiving and understanding the messages
others use to convey their information, ideas and thoughts.
 These barriers may be related to the message, internal barriers related to thoughts and
feelings, or external barriers.
I. Barriers related to the message
 lengthy or disorganized messages
 complex or ambiguous language
 inconsistent body language
 Disregard for specific needs.
II. Internal barriers include:
 fatigue
 disinterest
 poor listening skills
 past experiences with the client
 home or work problems
 Poor listening skills.
III. External barriers include:
 noise and other distractions
 unpleasant environment
 Problems with technology or equipment.

SPECIFIC COMMUNICATION NEEDS
Areas of specific need you should consider when communicating with others include:
 Disability (including but not limited to intellectual impairment, physical
impairment, psychiatric disability, hearing or vision impairment, learning
difficulties, and attention deficits).
 Literacy (e.g. false assumptions about level of intelligence and
understanding, concerns about the content of documents and forms, what is
being written down).
 Language (e.g. non-English-speaking backgrounds, not familiar with
service-specific jargon and acronyms).
 Gender, age, experiences, emotional well-being and other individual
attributes.
 Critical situations. Crises traditionally cause disorganisation of thought and
hence need special skills by workers in establishing rapport with clients.
 Culture (including experiences in other countries, music, spirituality,
customs, gender, social expectations, body language, and position in the
community).
 Remote location (limited access to services and resources, distance

STRATEGIES FOR SPECIFIC NEEDS
 There is more than one way to provide the information required:
facial expressions, hand signals and other physical gestures
objects, photographs, pictures or symbols, written words
specific techniques and aids
videos or practical demonstration
translations of printed material
language and cultural interpreters
Augmentative communication systems, such as devices and
processes that replace, or are an adjunct to, speech, e.g.
speaking machines, Auslan or Makaton (a system of symbols
and pictures).

BUILDING RAPPORT
 positive relationship that forms between two or more persons.
 Strategies to overcome barriers of effective communication.
=> Strategies for building good rapport include:
❶ Being clear about your role and the purpose of the interaction.
❶ Using a person's preferred name when speaking with them.
❶ Paying attention to making them comfortable.
❶ Using a pleasant tone that is clear and precise.
❶ Explaining words and expressions that may be unfamiliar and not using jargon.
❶ Asking simple and clear questions.
❶ Explaining what you already know.
❶ Explaining clearly any mandated position you have.
❶ Explaining the actions that are undertaken both during the interview and as a
result of the interview.
❶ Using age-appropriate language. Avoid jargon &use words familiar to the other
person.
❶ Conveying acceptance by showing interest and concern.
❶ Being sincere and realistic in praise and goal-setting.
❶ Not promising anything that cannot be delivered when the interview is over.

DEMONSTRATING OBJECTIVITY ON COMMUNICATION
 Objectivity is essential in ensuring that personal bias does not inhibit
communication.
 Strategies could include:
 avoiding conversation topics where values and attitudes may conflict, e.g.
politics
 remembering that the communication is about meeting the client's needs,
not yours
 not taking a difference of opinion personally
 using paraphrasing, reflection of feelings, and clarification techniques
rather than offering your own opinion
 Remaining calm and predictable rather than responding impulsively to
differences of opinion.

LO -2
Contribute to
the development of
communication
strategies

HOW CAN WE CONTRIBUTE TO DEVELOP OUR
COMMUNICATION STRATEGIES?
COACHING
 Way of contributing to develop our communication skill
 is a specific method of supporting, supervising or training
others to help develop their skills.
 Role modeling is a technique that involves a novice observing
a competent person (the role model) performing the role or
task in the workplace.
 Workers may be called upon to provide coaching in effective
communication to others, such as new staff members or
volunteers. The coach and coached agree on a coaching plan
that will enable the coached to achieve their goals.

THE COACHING PROCESSES
Process of coaching for effective communication
Coach Novice
Activelylistens to determine the need.
Breaks the role down into skills and tasks.
Observes what novice alreadyknows. Makes initial attempt at task.
Decides what skills are needed to communicate more
effectively.
Demonstrates or describes the task by:
 questioning, giving advice
 giving an example
 talking over the procedure
 Setting a new problem.
Observes/ reflects.
Listens/ reflects.
Observes/ reflects. Applies model/ description.
Demonstrates/ describes further. Changes approach.

OPEN AND CLOSED QUESTIONS
 Closed questions
• can be answered with either a single word or a short phrase.
• can be answered with either 'yes' or 'no'.
Eg : 'How old are you?'
'Where do you live?‘
• characteristics:
 They give you facts.
 They are easy to answer.
 They are quick to answer.
 They keep control of the conversation with
the questioner.

 Open questions
 An open question is likely to receive a long answer.
Eg : What did you do on you holidays?
Why is that so important to you?
• characteristics:
 They ask the respondent to think and reflect.
 They will give you opinions and feelings.
They hand control of the conversation to the respondent

CLIENT COMMUNICATION
 Occurs When a client seeks a service from an agency
 we need to take a number of considerations into account
to ensure this occurs:
 Actively listen to the client's needs and wants.
 Identify and discuss any constraints on the client's ability to achieve
identified goals, e.g. lack of finances, abilities, prerequisites, family
responsibilities.
 Check that the client has understood the plan as it applies to them.
 Encourage questions and provide further feedback.
 Provide a range of options
 Provide clear direction;
 Provide resources to ensure the client can take the required action
1) Practical resources (e.g. telephone card, transport, and cash.)
2) worker support
3) Contacts/networks

GIVING FEEDBACK
 Feedback is often about giving people an account of their behavior or
actions as it relates to a certain criteria.
 feedback and advice form an important part of client service work,
 usually in the form of information, opinions, observations and
suggestions offered
 Feedback may be provided formally or informally by:
 the client
 Significant others (family members, carers, other workers,
professionals, etc.)
 service providers
 your observations/experiences as the support worker
 Your supervisor and/or co-workers.

REFERRAL TO OTHER AGENCIES
 client will decide that they require additional or specialist support
services which your organization is unable to provide.
 Some major ways of supporting this process are:
 Ensure a referral letter or report accompanies the client. (Make sure
you have the client's consent for any release of information).
 Arrange for an advocate (friend, elder, and worker) to be present for
the first interview.
 Ensure that an interpreter is made available if required.
 Arrange a meeting of appropriate people.
 Use augmentative communication systems or aids if required.

LO -3
Represent the
organization

Communication Processes with Bilisaa Sh.ppt

ORAL PRESENTATION
 are brief discussions of a focused topic delivered to a group of listeners in
order to impart knowledge or to stimulate discussion.
 They are similar to short papers with an introduction, main body and
conclusion.
 involves explaining something to an audience, usually in a classroom,
but sometimes in a work setting.
 similar to giving a speech, but the idea that it is a presentation invokes
images of visual aids and teaching tools rather than just a single person
talking behind a podium, as with a speech.
 It might come with the added component of using some type of technology,
such as a slide show, video clip or audio portion also called multimedia
presentation.
 Most oral presentations require the presenter to use a combination of spoken
words and visual aids in order to present an idea or an explanation to a group
of people.

PARTS OF AN ORAL PRESENTATION
 An oral presentation consists of three main parts:
 the introduction,
 body, and
 conclusion.
 The Introduction
• An introduction is a must.
• It "sets the scene" and engages the audience by motivating them to
listen by relating the topic to their interests.
• Involves letting the audience know who you are and what your
presentation is going to be about is inadequate for most audiences,
topics, and assignments.
• The purpose of an introduction is to quickly build rapport with your
audience and gain their attention.
• You want the audience to be able to easily follow your thought process
as you lead them into the body of the presentation.

 The Body
 The main part of the presentation is the body.
 The body must expound, explain, support, and defend the topic revealed
in the introduction.
 All main points must be covered.
 Use examples , illustrations , Graphic illustrations and other visual aids
for to clarify your message.
 The Conclusion
 The presentation should conclude with a well-planned ending.
 A clear summary of your purpose and main points will insure that the audience
gets the big picture.
 It should answer the question, "So what?” telling the audience what was
important about the information you conveyed.
 It includes a recommendation, particularly one requiring action on
the part of the audience, state it clearly as part of your ending.

Written communication
I. Memo (memorandum)
 is a short note designating something to be remembered, especially
something to be done or acted upon in the future; reminder.
 A memorandum (abbrev. memo) was from the Latin verbal phrase
memorandum, meaning “to mention, call to mind, recount, relate.”
 Usually you write memos to inform readers of specific information.
 You might also write a memo to persuade others to take action, give
feedback on an issue, or react to a situation. However, most memos
communicate basic information, such as meeting times or due dates.

Eg: Memo Report
 is the name implies, is a report written in memo format.
 Memo reports are commonly used to reply to a request for information.
 In contrast with a regular memo, memo reports are usually longer and may contain headings, citations, and references.
SAMPLE MEMORANDUM FORMAT
Date:
Subject: (or Re:)
To:
From:
Introduction (or Background)
Two or three sentences that orient your reader about, why you are writing to him or her.
Key Points
This section may also be labeled "Recommendations", "Highlights", "Summary", "Conclusions", or
something else with a similar summative tone. This is where you place your key points for that
busy executive that only has three minutes on the subway.
Analysis
Data, Method, Assumptions: Before you engage in any analysis you need to tell your reader some
things:
Data: What data will you be using? How and where did you obtain it?
Method: What methods will you be using to analyze your data?
Assumptions: Are there some key assumptions that you will be making during your analysis?

II. Report
 is a textual work (usually of writing, speech, television, or film) made with
the specific intention of relaying information or recounting certain events
in a widely presentable form.
 is a self-explanatory statement of facts relating to a specific subject
and serves the purpose of providing information for decision
making and follow up actions. It is a systematic presentation of
ascertained facts about a specific event / subject.
 Written reports are documents which present focused, salient content to a
specific audience. Reports are often used to display the result of an
experiment, investigation, or inquiry. The audience may be public or private,
an individual or the public in general. Reports are used in government,
business, education, science, and other fields.

TYPES OF REPORTS
There are different types of reports which were classified based on their
purpose. Some of them are discussed below:
 Periodic Operating Reports: is used to monitor and control production,
sales, shipping, service, etc.
 Situational Report: is used to describe one-time events, such as trips,
conferences, and seminars.
 Feasibility report: is used to analyze problems and predict whether
alternatives will be practical or advisable.
 Informational report: is used to inform or instruct or present information
for the audiences. Reader sees the details of events, activities or
conditions.No analysis of the situation, no conclusion, no
recommendations.
 Analytical report: is a report written to solve problems. Under this type
of report information is analyzed, conclusions are drawn and
recommendations are made.
 Persuasive report: is an extension of analytical reports: main focus is to
sell an idea, a service, or product.
 Sales Report: is a report describing how many goods or services were
sold, and the reasons for any differences from the plan.
 Progress Report: is a report describing how close you are to completing
something you planned.
 Accident Report: is a report describing how someone was hurt or
something was damaged.

4.1 Effective Group Interaction
 means collaborating effectively with others.
 Groups are often able to achieve more than individuals in time,
expertise, and learning.
 Effective group interaction means that employee /group members/
should be able to create shared understanding and expectations.
 Effective group interaction is when a group creates understanding and
expectations, negotiate agreement, cooperate and conflict.
 In an effective group interaction, the team is able to make decisions
and track their progress collaboratively and also they are able to choose
roles and tasks which will benefit them.

4.2 Meeting
 is the coming together of three or more people who share common aims and
objectives, and who through the use of verbal and written communication
contribute to the objectives being achieved.
Purpose of Meetings (org)
 Pool and develop ideas
 Plan
 Solve problems
 Make decisions
 Create understanding
 Encourage enthusiasm and initiative
 Provide a sense of direction
 Create a common purpose

 While meetings may differ in size, content and approach, effective
meetings all have the following three elements in common:
1) A distinctive purpose or aim
2) Use of effective communication
3) A controlled situation

TYPES OF MEETINGS
There are many different types of meetings; here we focus on those used to:
I. Informing Meetings
These are the most straightforward meetings where one member, usually the
chairperson, has factual information or a decision which affects all those present, which
he/she wishes to communicate.
II. Consulting Meetings
These are meetings used to discuss a specific policy or innovation and can be used to
get participants' views of such a policy or idea.
An example could be: State its deficiencies ,Suggest change , admit any weaknesses
III. Problem Solving Meetings
These meetings are dependent upon the chairperson describing the problem as clearly as
possible. Members should be selected according to their experience, expertise or
interest and then given as much information as possible to enable them to generate
ideas, offer advice and reach conclusions. (See also Problem Solving)
IV. Decision Making Meetings
These types of meetings tend to follow an established method of procedure:
 Description of the problem
 Analysis of the problem
 Draw out ideas
 Decide which is best
 Reach conclusions

Meeting Agenda
 An agenda is a list of meeting activities in the order in which they are to be taken
up, by beginning with the call to order and ending with adjournment.
 It usually includes one or more specific items of business to be discussed.
 .An agenda may also be called a docket. (www. Wikipedia.com)
 A meeting agenda is the list of items that participants hope to accomplish at a
meeting. The agenda should be distributed to participants several days in advance of a
meeting, minimally 24 hours, so that participants have the opportunity to prepare for
the meeting.

Meeting Minutes
 Are protocols or, informally, notes, are the instant written record of a
meeting or hearing.
 They typically describe the events of the meeting, starting with a list of
attendees, a statement of the issues considered by the participants, and related
responses or decisions for the issues.
 Minutes are taken as a way of keeping a record of a business' or group's
meeting.
 Minutes are usually recorded by one nominated person, although this can
change from meeting to meeting. Meeting minutes are a useful reminder of
agreements and decisions that are made.
 Before each meeting an agenda should be drawn up, detailing the matters to be
discussed at the meeting. A set of minutes should normally include the
following information:
 time, date and place of meeting;
 list of people attending;
 list of absent members of the group;
 approval of the previous meeting's minutes, and any matters arising from those minutes;
 for each item in the agenda, a record of the principal points discussed and decisions
taken;
 time, date and place of next meeting;
 name of person taking the minutes.

An interview is a procedure designed to obtain information from
a person through oral responses to oral inquiries.
 is a conversation between two people (the interviewer and the
interviewee) where questions are asked by the interviewer to
obtain information from the interviewee.
 An interview is a face-to-face conversation between the
interviewer and the interviewee, where the interviewer seeks
replies from the interviewee for choosing potential human
resource.
 An interview is a formal and in-depth conversation between
interviewer and interviewee; they exchange the desired
information,
Interview is a method of data collection that involves two groups
of people, where the first group is the interviewer (the
researcher(s) asking questions and collecting data) and the
interviewee (the subject or respondent that is being asked
questions). which checks the interviewee’s capability

• There are several types of interviews conducted
and they are listed below.
–Structured Interview
– Unstructured Interview
– Stress Interview
– One to One Interview
– Panel Interview
–Telephonic Interview
–Video Interview
– Depth Interview

INTERVIEW CAN CLASSIFIED BASED ON THE INTERVIEWS
SERVING DIVERSE PURPOSES
I .Informational Interview
 The objective of this interview is to ask for advice and learn more about a
particular career field, employer or particular job. The knowledge that you
gain here will make you a sharper and more informed.
II. Individual Interview
 This is the most common type and often called a “personal interview.”
 It is typically a one-on-one exchange at the organizations offices.
III. Small Group or Committee Interview
 This is where you will be meeting with several decision-makers at once.
This can be an intimidating experience if you are not prepared. It’s an
efficient way to interview candidates and allows for different
interpretations or perceptions of the same answer. Be sure to make eye
contact with everyone, no matter who asked the question. It’s important
to establish rapport with each member of the interview team. Try to find
out the names and job titles of the participants.

IV, The Second or On-Site Interview
 After your first interview, you may be asked back again for a “second date.” They like
you enough that you made the first round of cuts, but they would like to know more about
you before making their final decision. You may be meeting with three to five individuals.
This may include a representative from Human Resources, the department head, the
office staff and the department head’s supervisor. Be alert and enthusiastic at all times!
V, Behavioral-Based Interview
 This type of interview is designed to demonstrate your competence in core behaviors
such as teamwork, problem-solving, communication, creativity, flexibility and
organizational skills. You will want to tell your story and structure it by stating your
answers in terms of the situation, the task, what action you took, and what was the result
or outcome.
VI, Task Oriented or Testing Interview
 This is a problem-solving interview where you will be given some exercises to
demonstrate your creative and analytical abilities. A company may ask you to take a
short test to evaluate your technical knowledge and skills. Sometimes a presentation to
a group is necessary to determine your communication skills. Try to relax as much as
possible.
VII. Stress Interview
 During this rare type, the interviewer tries to bait you, to see how you will respond. The
objective is to find your weaknesses and test how you hold up to pressure. Such tactics
as weird silences, constant interruptions and challenging interrogation with antagonistic
questions are designed to push your boundaries. The question you have to ask yourself
is: Do I want to work for a company that treats me this way even before the offer is
made? Rethink the corporate culture.

In an organization context there are also other types of intervies. Some of them are discussed below:
Employment Interview/Job Interview
 A job interview is a process in which a potential employee is evaluated by an employer for
prospective employment in their company, organization, or firm. During this process, the employer
hopes to determine whether or not the applicant is suitable for the role.
Appraisal interview
 A performance appraisal interview is the first stage of the performance appraisal process and
involves the employee and his or her manager sitting face to face to discuss threadbare all aspects of
the employee’s performance and thrash out any differences in perception or evaluation.
 The performance appraisal interview provides the employee with a chance to defend himself or
herself against poor evaluation by the manager and also gives the manager a chance to explain what
he or she thinks about the employee’s performance.
Exit interview
 An exit interview is typically a meeting between at least one representative from a company's
human resources (HR) department and a departing employee. (The departing employee usually has
voluntarily resigned vs. getting laid off or fired.) The HR rep might ask the employee questions while
taking notes, ask the employee to complete a questionnaire, or both.
 Human resources departments conduct exit interviews (also called exit surveys) to gather data for
improving working conditions and retaining employees

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