How well do you listen at work? Effective listening skills are the ability to actively understand information provided by the speaker, and display interest in the topic discussed.
It can also include providing the speaker with feedback, such as the asking of pertinent questions, so the speaker knows the message is being understood.
The benefits of listening effectively are far reaching to a manager. This skill can foster trust, reduce conflict, and increase the level of commitment among work colleagues.
It would appear that in today’s working environment we are losing our listening skills due to the overload of sound, words and information that is available through all types of media. In your workplace you might hear all that is around you but are failing to truly listen and understand.
Listening is a combination of both hearing what someone is communicating and being able to acknowledge what you are hearing. Effective listeners are not passive and good listening involves some form of response.
Pause: In your workplace you will notice how work colleagues when in conversation jump in to speak while the other person is still speaking or has just finished saying something, without leaving even a second’s gap.
The acronym STOP is a useful guide to help you hear and digest what has been said by your colleague and show others that you have been listening. It stands for Stop (Pause), Think (What have you just heard?), Options (What can I say to contribute?) and Proceed.
Summarise: The best way to show someone that you are listening to them is to provide constructive feedback. Summarise, clarify and paraphrase.
Visible listening: Perception is very important and so the speaker must sense that you are listening. You can do this by maintaining direct eye contact but without staring. Do not move around or fidget while the person is speaking. Respond to what is being said in non-verbal ways with the appropriate gesture, such as nodding in agreement.
As you become a better listener, you will soon realise when others are not listening to you and you will want to respond to that. However, remember that you had to make that same transition from passive observer to effective listener.
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