Active Listening

Listening is one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.

For instance:

• We listen to obtain information.

• We listen to understand.

• We listen for enjoyment.

• We listen to learn.

   

  Research suggests that we only remember between 25 percent and 50 percent of what we hear.That means that when you talk to your boss, colleagues, customers, or spouse for 10 minutes, they pay attention to less than half of the conversation.

  Turn it around and it reveals that when you are receiving directions or being presented with information, you aren't hearing the whole message either. You hope the important parts are captured in your 25-50 percent, but what if they're not?

   

  Clearly, listening is a skill that we can all benefit from improving. By becoming a better listener, you can improve efficeincy, as well as your ability to influence, persuade and negotiate. What's more, you'll avoid conflict and misunderstandings. All of these are necessary for workplace success!

  Becoming an Active Listener

  There are five key active listening techniques you can use to help you become a more effective listener:

  1. Pay Attention

  Give the speaker your undivided attention, and acknowledge the message. Recognize that non-verbal communication also "speaks" loudly.

• Look at the speaker directly.

• Put aside distracting thoughts.

• Don't mentally prepare a rebuttal!

• Avoid being distracted by environmental factors. For example, side conversations.

• "Listen" to the speaker's body language

  2. Show That You're Listening

  Use your own body language and gestures to show that you are engaged.

• Nod occasionally.

• Smile and use other facial expressions.

• Make sure that your posture is open and interested.

• Encourage the speaker to continue with small verbal comments like yes, and "uh huh."

  3. Provide Feedback

  Our personal filters, assumptions, judgments, and beliefs can distort what we hear. As a listener, your role is to understand what is being said. This may require you to reflect on what is being said and to ask questions.

  4. Defer Judgment

  Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message.

• Allow the speaker to finish each point before asking questions.

• Don't interrupt with counter arguments.

  5. Respond Appropriately

  Active listening is designed to encourage respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting her down.Treat the other person in a way that you would want to be treated.