The 5-Step Framework to Master the Art of Active Listening at Work
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 other people. Heather Younger, a workplace culture expert, two-time TEDx keynote speaker, and author who knows a lot about workplaces, says something important. Many companies don't listen well. Listening is super important for making work better.
"We often think we know what others want at work, but we might be wrong," says Younger. She's studied lots of surveys and talked to many people. She found out something big: everyone wants to be heard. This made her write a book called "The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood."
"She wrote this book because she found out two things:
1. People feel really good when they get to talk, and leaders listen. They say, 'Wow, our bosses care about us!'
2. Many people in companies don't listen well. They only care about what they want."
What Is Active Listening?
The way to improve your listening skills is to practice "active listening." This is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, the complete message being communicated.
To achieve this, it's crucial to listen attentively to the other person. Avoid getting sidetracked by anything happening around you or by thinking about your own arguments while they're talking. Also, resist the temptation to become disinterested and lose track of their message.
The Benefits of Active Listening
Think about times when you've talked to someone who didn't seem to be paying attention. It can make you feel like you're talking to a wall, and you might even wonder if it's worth continuing the conversation.
Being a good listener helps you do better at work. It makes you more productive and better at convincing others of your ideas. Plus, it helps you avoid fights and misunderstandings. And these things are super important for doing well in your job!
Determined to teach people a better way, Younger outlined a five-step framework on how to listen successfully and act on what you’re hearing:
Step 1: Recognize the unsaid - Start by paying attention to what people don't talk about. Some things are hard to say at work. Leaders should create a safe space for talking about these things. They should make everyone feel hopeful, clear about what's happening, and know what needs fixing.
Step 2: Understand others - Listen well to know what others feel and need. This helps everyone understand each other better. Younger says this can help change the whole company.
Step 3: Figure out what's most important - After listening, think about what's most important to others. This helps leaders know what to change to make things better.
Step 4: Act - This step is super important. Leaders should use what they've learned to plan. This plan should include everyone and make them feel excited and important.
Step 5: Tell everyone what's happening - Finally, leaders should tell everyone what they've learned and what they're doing about it. This helps everyone feel more valued and happier to work.
Younger says this listening stuff isn't just for bosses. It's for everyone who works. Everyone should care about what others want and make them feel heard and valued.
Tips for Active Listening
There are five key active listening techniques you can use to help you become a more effective listener:
1. Pay attention: Give your full attention to the speaker and try to understand their message. Avoid distractions and pay attention to their body language.
e.g. When your colleague is explaining a project idea, put aside your phone and focus on them. Maintain eye contact and avoid getting distracted by other things happening in the office.
2. Show You're Listening: Use gestures like nodding and smiling to show that you're engaged. Your body language should be open and inviting.
e.g. As your friend shares a story about their weekend, nod occasionally to show you're following along. Smile or make facial expressions that match the emotions they're expressing.
3. Provide Feedback: Reflect on what the speaker said and ask questions if you're not sure. Paraphrase their words and summarize periodically to show you understand.
e.g. When your team member describes a problem they're facing, paraphrase their words to show you understand. Say, "So, what you're saying is that the deadline is too tight, right?"
4. Hold Off on Judging: Don't interrupt or jump to conclusions. Let the speaker finish their thoughts before responding and avoid arguing.
e.g. When your colleague expresses an opinion different from yours during a meeting, refrain from interrupting. Instead, wait until they finish speaking before offering your perspective.
5. Respond Respectfully: Be honest and open in your response but remember to treat the speaker with kindness and respect. Avoid attacking or belittling them.
e.g. If your teammate proposes a new idea, respond with constructive feedback instead of immediately dismissing it. Say, "That's an interesting idea. Let's discuss how we can make it work."
Thank you for reading this article.