Daves' Tips #14

What is active listening?

The most important part of communication is listening. For some of us this means nodding our heads at what we feel are the appropriate times. We formulate our stunning response or solution to the perceived question that we think we are being asked or possibly we are finishing our shopping list while we respond “uh-huh”.  Sound familiar? If so, spend a few minutes to refresh your mind concerning some common courtesies about listening that we have forgotten through the years.

Focus- Give them your full attention. Put down your pen, unless you are taking notes about the conversation, turn away from your computer and make eye contact with the speaker. Do not check your watch or clock every thirty seconds; let them know that they are important and that they are your only concern for this time.

Body Language- Depending on which report you read, non-verbal communication accounts for up to 90% of our message to others. Make sure that your body position and facial expressions are appropriately open and attentive.

Understand- Recap what is said as you understand it. We all have our own set of filters that influence our perspective; we want to understand where the speaker is coming from with their message, not our interpretation of events. Ask questions and watch to confirm that their verbal answer matches their non-verbal communication.

Respond- Show that you have been paying attention by exhibiting the appropriate response, reaction or follow up.

When we are dealing with our top customers and best friends, we probably use all of these listening skills because we are sincerely interested in what they are saying. Wouldn’t that be a nice message to give to everyone?

For more Do's and Don't's contact us.