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    Active Listening

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    Active listening

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    Active Listening

    Uploaded by

    akothanne92
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    Active listening

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    © © All Rights Reserved

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    Active listening

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    4 views3 pages

    Active Listening

    Uploaded by

    akothanne92
    Active listening

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
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    Active Listening

    Figure 43.5: A breakdown of time typically


    sent on each communication skill in an average workday.
    (Communication: Principles for a Lifetime, 2005)

    You may have experienced the odd sensation of driving somewhere and,
    having arrived, have realized you don’t remember driving. Your mind may
    have been filled with other issues, and you drove on autopilot. It’s
    dangerous when you drive on auto-pilot; similarly communicating on
    auto-pilot is also dangerous. Choosing to listen attentively takes effort.
    People communicate with words, expressions, and even in silence, and
    your attention to them will make you a better communicator. From
    discussions on improving customer service to retaining customers in
    challenging economic times, the importance of active listening comes up
    frequently as a success strategy.

    There are five steps in the listening


    process: selecting, attending, understanding, remembering, and respondi
    ng.
    Figur
    e 43.6: The steps in the listening process. (Adapted from Communication:
    Principles for a Lifetime, 2005)

    Here are some tips to facilitate active listening:

     Maintain eye contact with the speaker


     Don’t interrupt
     Focus your attention on the message, not your internal monologue.
     Restate the message in your own words and ask if you understood
    correctly.
     Ask clarifying questions to communicate interest and gain insight.

    Our previous tips will serve you well in daily interactions, but suppose you
    have an especially difficult subject to discuss. In difficult situations, make
    an extra effort to create an environment that will facilitate positive
    communication.

    Here are some tips that may be helpful:

     Set aside a special time. To have a difficult conversation, set


    aside time when you will not be disturbed.
     Don’t interrupt. Keep silent while you let the other person speak.
     Be nonjudgmental. Receive the message without judgment or
    criticism. Set aside your opinions, attitudes, and beliefs.
     Be accepting. Be open to the message being communicated,
    realizing that acceptance does not necessarily mean you agree with
    what is being said.
     Take turns. Wait until it is your turn to respond, and then measure
    your response in proportion to the message that was delivered to
    you. Reciprocal turn-taking allows each person have his say.
     Acknowledge. Let the other person know that you have listened to
    the message attentively.
     Understand. Be certain that you understand what the other person
    is saying. If you don’t understand, ask for clarification. Restate the
    message in your own words.
     Keep your cool. Speak your truth without blame. A calm tone will
    help prevent the conflict from escalating. Use “I” statements (e.g., “I
    felt concerned when I learned that my department is going to have
    a layoff”) rather than “you” statements (e.g., “you want to get rid of
    some of our best people”).

    Conclusion
    Recognize that mutual respect and understanding are built one
    conversation at a time. Trust is difficult to gain and easy to lose. Be
    patient and keep the channels of communication open, as a solution may
    develop slowly over the course of many small interactions. Recognize
    that it is more valuable to maintain the relationship over the long term
    than to “win” in an individual transaction.

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