Listening, as an extrovert is something that doesn’t come naturally to me. However over recent months I’ve made a conscious effort to practice the skill of listening. The way I see it, listening holds incredible power and I’ve recently began to discover why….
I was sitting in the board room, at a weekly management meeting with the usual suspects in attendance. Rather than getting caught up in the usual exchange of conversation, which generally never results in any major outcome anyways (this isn’t being negative, it’s the truth), I instead decided to observe the behaviour of a particular manager, and the style in which he engaged, or in this case, failed to engage with his team. The Manager, a highly extroverted and vocal individual had an ongoing tendency to cut off his staff mid sentence. The worst part about it is he’d ask them a question, and before they'd even get a chance to answer, he would bluntly cut them off. It’s quite ironic given the manager is regarded as an excellent communicator within the business. One could probably not argue his ability to articulate highly complicated bits of information, and his ability to think and respond quickly on his feet. Undoubtedly this manager’s verbal communication was a major strength, but whilst I was in the meeting, what had occurred to me was he rarely listened to his team. At which point I scribbled on my note pad:
Listening = Connection = Trust.
Without trust in the workplace, there’d be no business. No major deals were ever made without some sort of trust cultivated. Would you pay anyone big bucks to provide you with a service if you didn’t think you could trust them or the work they did? And what about the manager in this case? Would our meetings be more interesting and inspiring if he really listened to his staff? Probably yes. The point I’m trying to make is that through the process of listening, ideas cultivate, build and grow.
As you can probably imagine, this story is all too common in the workplace. Competitive or combative listening, or the way I’ve described it in the past, ‘ego’s at play’, is the type of listening that happens when we are more interested in promoting our own point of view than in understanding or exploring someone else’s view. We either listen for openings to take the floor, or for flaws or weak points we can attack.
So how do we become better listeners?
Through active or reflective listening we are genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means. And it it’s only through active listening that we become better listeners.
Here are some ways we can listen more effectively:
Eliminate outer distractions – Giving someone your full attention is very important whilst listening, so tune out from all that is going on around you and make your focus on the individual only.
Eliminate inner distractions - Turn that voice off in your head and don’t allow your mind to wander. Work on your presence. By being present your focus will be outward and not inwards.
Pay close attention to body language - and in particular the face and hands. Watch for non-verbal cues giving suggestions as to how the spoken information is to be interpreted. Also be mindful of your body language. Your eye contact is key to good listening.
Listening to tone – will allow you understand the persons emotional state beyond words. By listening to tone we are listening for ‘what isn’t being said’. Through tone we can learn a lot about the individual like their culture and their values.
Resist the urge to respond or react – Silence is powerful. Let the words communicate with you freely. They are not free if you are already deciding what you're going to say.
To listen effectively is a powerful skill that can be learnt and practiced. You will gain more respect and esteem through listening rather than through talking. So take more time in your day to listen to people. You will be amazed with the results you get.