The Role Of Listening In A Bartender Profession

Introduction

Listening is quintessential to life and is ubiquitous in everything we do as individuals. We start listening before we even leave the womb and continue our tireless lives with listening. I view listening as a survival mechanism and an evolutionary adaptation because the better we listen the better we can live. Before the wheel, cavemen needed to listen to determine whether the rumble they were hearing was thunder or a predator around the corner. Doctors use their stethoscope to distinguish between asthma or pneumonia while a mother needs to be able to distinguish amongst her baby’s cries. If you view listening on a deeper level, you can understand how important and vital the role that it plays in our families, professions, friendships and relationships. Once you start learning about yourself you can see things about yourself in a different point of view, while pin pointing and identifying different characteristics about yourself that you have never seen before. After you have identified these characteristics you can use gained knowledge to manipulate the characteristics for better, and this is what I will be writing about today. This paper will identify the role listening plays in my current and future profession, the criteria for effective listening, my strengths and weaknesses, the big picture of my collective listening results and my plan of action to address and change my listening weaknesses.

The Role of Listening

As we all know, I am a bartender for my current profession. This job may seem like a constant cycle of fun and chaos but it also has its very serious times and situations. A lot of the qualities of listening that I use in bartending compare to my goal profession of psychology. In this section I will explain how the role of listening is used in my profession and briefly compare the skills to my future profession. In bartending, you have to use your active listening skills to remain lucrative and successful. Effective listening helps us to achieve empathy and creates a positive communicative environment. Experts state that 85 percent of what we know, is learned from listening and not speaking. Actively listening in my profession contains eye contact, good posture, verbal and non-verbal contact and asking the right questions (Lindquist, 1999). Nonverbal communication makes up 90 percent of communication so non- verbal cues play and important roll in bartending. Non-verbal cues include rate of pitch, speed and tone as well as facial expressions and eye contact or lack thereof. Bartending uses all of the models of communication, the linear, interactional, transactional and constructivist models are serve as passage ways of communication to assist in smooth service.

The linear model in bartending can be explained as a customer shouting demands or orders in the air from the other side of the bar. The interactional model is seen when a bartender is taking orders from a patron and responding back to the sender of the message. The transactional model was created by researchers to address the weaknesses in the earlier models, this model take into account that we can both be senders and receiver simultaneously.

In bartending, the transactional model is most used because bartenders are always exchanging communication and changing roles as sender and receiver. The constructivist model explains what happens with the message that we do receive, this shows the action that happening in the mind. When a customer asks for a bartenders choice (whatever suggestion the bartender makes), the bartender uses the constructivist model to come up with a suggestion. Of all of the listening models, two fit into the profession of bartending, the HURIER and Wolvin and Coakley’s model fit best. The first model, the HURIER model involves all of the typical actions when you think about listening, hearing, understanding, interpreting, evaluating, remembering and responding. Though the HURIER model takes into account all of the practical steps of listening, the Wolvin & Coakley’s model most accurately depicts the listening process because it involves aural and visual stimuli as well as a feedback cone that has a dotted line to represent the type of feedback you may receive. The model is the most accurate because it takes in to account the things that one may be also hearing and seeing while listening.

In the bartending profession there are all types non-listening that are used but some are less used than most. Insensitive listening, selective listening, ambushing and defensive listening are rarely used in bartending. Insensitive and selective listening are not conducive to the environment of bartending because insensitive listening involves ignoring nonverbal cues like facial cues, posture, pitch, tone and speed which cannot be ignored when 90% of the job depends on manipulating the cues. Selective listening involves recieveing part of the message and ignoring the rest, this could create issues in the job because you can miss orders, specifications, allergies and important information. Defensive and ambushing listening do not fit in bartending or any other job. However, pseudolistening and insulated play a big role. Pseudolistening is used to placate customers by appearing attentive and caring. Insulated listening is used to avoid hot topics and steer clear of tension. In listening, there are things that people can do to better help them remember and learn a lot of information in a small time. Restaurants are constantly changing menus or adding the latest food trends to keep up with trends and remain in business. When resturaunts make menu or policy changes they have to inform the staff with any and all changes, and staff has to remember and make the necessary changes. Restuaraunts often use a lecture style seminar with several staff members to quickly list off upcoming changes, in a setting like this, listening for the organization structure and seminar or lecture preparation could help with acquisition and retention of the message.

The use of mnemonic devices also help with retential and retrieval of information. Bartenders are PROFOUNDLY impacted by therapeutic listening. There is no secret that people who are troubled drink and drinkers are troubled, bartenders are the gatekeepers of the trouble. Wolvin & Coakley define “therapeutic listening as, “listening to help another person talk through a problem or concern”. Other types of listening are defined as empathetic listening, empathic or active listening and bartenders practice this type everyday. When problems arise from inccorect food, drinks or steps in service, bartenders have to use this type of listening to hear and understand the problem and then take steps to fix them. The Greek philosopher Aristostle wanted created a way to show ythat your opinions were vaild or more valid then someone elses, so he created the means of persuasion appeals which he divided into three different catagories: ethos, logos and pathos. Bartenders use all three of these arguments during the duration of their carrear.

Using an ethical appeal, a bartender can state the number of years in his/her profession and gain more credibility. By using the logical appeal, you can persuade someone by use of reasoning. A bartender could use this appeal by telling the guest that they would need to purchase some food before they can be allowed a drink so they wont become too intoxicated. Pathos is the appeal used most widely because this appeal caters to the emotions of people. Bartender use this appeal a wide variety of ways whether to persuade a customer to buy more or choose the most expensive out of two options. My current profession of bartending relates to psychology because the same characterisitics of listening are required. Using non verbal and verbal cues, using empathy and listening impartially without offending the speak are required.

Criteria for Effective Listening

To never multi task

In today’s society, technology can have a big impact on our listening and focus. The impact of the digital nation on today’s students, their thinking and their learning is monumentally negative. There are already major concerns about digital media and its effects on today’s children. This rule will take on information overload and the role of computers and digital technology in educational settings and the offset the impact of virtual worlds on reality. When multitasking and technology meet, the effects are almost always going to be negative. Though we know that we can do more than one thing simultaneously, the results will not always be constructive. Our work is less accurate and we retain less information by trying to multitask.

Use paraphrasing

Paraphasing can help with summarizing content also remembering the message. Ive learned over the duration of this class that listening is the same as learning and that you need to try and be healthy mentally and physically for optimal information storage, recall and concentration. When you hear information wrong, reciting the information back can help the person correct whatever part was incorrect.

Expand Vocab

Reseraching words that are unknown can have a great impact on your listening. There will be less holes in the information that you hear because you elimatinate them by learning the words that you don’t know. You will become a better speaker and listening as a result of learning the new words. No one wants to seem stupid or dull by asking what certain words mean but you can write them down and find definitions later.

Have a good attitude

Having a good attitude will help will all types of listening and learning. Everyone struggles day to day with attitudes. I think that with all of the personalities and negative attitudes this would be the hardest to control. You can give someone a hearing aid (physiological), you can put captions on a tv show, you can even sugar coat words (contextual) but no one can jump in a person’s brain and tweak it so they WANT to hear a message.

Don’t judge the messenger

Try not evaluate others negatively or positively based on their accents or dialects. Appearances only tell half of the story, give the people speaking a chance and try to listen to the message impartially. People are quick to judge or become incredulous as soon as they see people they think are polished enough or attractive enough. You will miss important things if you choose listen or learn based off of how people look or sound.

Try to focus and keep attention

Multi taking is not the only way we can be distracted, thinking of other things and focusing on internal and external noise will impact the way the information is achieved.

Limit internal and external noise

When you are in a situation where you need to listen try your hardest to limit internal noise by consciously turning off that part of your mind. External noise is easier to control because you can turn off harsh lights and control sounds to be able to effectively listen.

Non verbal cues

These cues can discourage or encourage the speaker. To be a good listener you want to show interest and respect to the speaker. Sitting upright, eye contact, and overall show of interest all work together in giving the speaker confidence.

Ask questions

Asking questions can show interest and also help with understanding on a deeper level. Try and tailor question to find out exactly what you want to know, or gain a deeper meaning on. Asking questions helps both the speaker and the listener.

Try and remember WHY you are listening

We all experience some type of dissonance while listening. Some messages may be full of hate, evil, odd opinions, or things that you may not understand yet. Listening impartially is very hard, but sometimes you have to think about why we listen in the first place. We listen to gain knowledge, understanding or closure. No matter the reason we are listening for some type of understanding and even if we don’t understand we have to take something from what we just heard even it is to just never be like those people.

My Listening Strengths and Weaknesses

My environmental and discriminative skills are sharp so long as I am in my familiar environment. Recognizing the sound structure of our language is also a strength of mine because I speak several languages I can understand different sound combinations and related them to English, Spanish or French. Detecting and isolating vocal cues is also a strength because I know when I can zone out or need to pay attention based on the intensity in a person’s speech. Understanding dialectal and accentual differences is also a strength of mine but this is particular to the accent and dialect. A weakness of mine is strong accents and dialects that are uncommon to me like Korean or Japanese accents. Recognizing environmental sounds is subjective to the environment for me. I know that one of my main issues is my attitude and sometimes I let outside effects interfere with important situations like school and work. My biggest internal struggle day to day is catching myself first, then talking to myself through intrapersonal communication, to try and undo the bad that had been done.

Multitasking for me has a negative effect on my listening because my attention span is getting shorter and shorter. Innovation is surrounding us from our cars to dishwashers, regular things are turning into connected devices. With the ubiquitous amount of technology and connectedness around us, classrooms are being transformed from traditional settings to computer labs with an unlimited amount of information at our fingertips. With tools like cell phones, laptops, computers, and iPads, we are now able to reach parts of the world and experience things beyond our wildest dreams. While technology can be instrumental in the learning for college students, problems arise from so many forms of distractions. The problem with the overload is that our educators haven’t yet found a way to teach skills on how to acquire the information, critically evaluate the data, to discern signal from noise, to synthesize the content, and to apply it to real-world problem solving. Some times I am left in a “rabbit hole” trying to get away from all of the technological destractions, I realize that sometimes too much information can be just as harmful as a lack of information.

My known strengths are that I am good at paraphrasing things that people say quickly. I am also good at taking instructions listed off really quickly. My weaknesses were suprising to me. I noticed that I would drift off and stop listening. Well I was listening but my mind stopped processing the information and by the time I would realize it, it was time for me to respond to whomever. I learned that I am an emotional listener and that I can be taken advantage of if a person knows this about me they can potentially say something to me just to get a reaction. These things have happened before where people say things to get a rise out of me and I give it to them but with maturity I have found a way to keep a lid on it. Another strength is that I could distinguish between facts and opinion. Its easy for people to pretense their opinions for facts and you have to be able to spot that. Note taking for me is not done often but when I do I notice suprising results. I am able to do better once I start note taking and I can remember things a lot longer than I normally do. My streghts also are that I have been able to use listening styles and read people based off of them. When you know who you are dealing you can sometimes anticipate how a conversation will go depending on the type of listener they are. Listening styles refer to the different ways people listen and analyze the contents of a conversation. These styles either have to do with the way listeners prefer to receive information or with how they scrutinize the message.

The main listening styles are: people oriented, content oriented, action oriented and time oriented. People-orientated listeners are concerned about people’s feelings and emotions as well as the quality of the personal relationship. These types of listeners tend to be able to “read” others so they focus on the emotional and personal aspects of the message.

Those who are people-oriented show a strong concern for others and their feelings. They are external in focus, getting their energy from others and find much meaning in relationships, talking about 'we' more than 'you' or 'they'. People oriented listeners are most likely going to appeal to emotions and empathy. These types of listeners have ease communicating in group but might find it difficult to critically analyze information.

People who are content-oriented are interested more in what is said rather than who is saying it or what they are feeling. These listeners pay close attention to the facts and details of the message and also collect as much information is they can to dismiss unreliable facts and keep credible sources. Content orientated listeners will explore several points of view and ask probing questions. These types of listeners you take time before you come to a conclusion but you may notice yourself in a hostile environment or may even be described as hostile to others.

My Listening Tests Results

My scores changed remarkably in each section of the tests! Everything went up for the most part and I did well. In the understanding and remembering lectures section I did get the lowest score again there but that was not surprising at all. I know that in everyday life I struggle to remember things in a formal setting if I can’t write things down or take notes. So, when I am in class I try my best to take notes or underline and write the major points/ ideas down. I learned that listening is the same as learning and that you need to try and be healthy mentally and physically for optimal information storage, recall and concentration. I learned that I can listen if I really want to, and if I really try. Also, I learned that taking notes is a good way to focus on the task at hand and “get out of your head”. Taking the notes really helped me beyond anything else. In the pretest I did bad in the emotional evaluation part but I did much better in the post. I think that happened because I was prepared better this time and knew what the test was asking me to do.