Listening is not the same as hearing. Hearing happens automatically as sound enters your ears. Listening requires effort and concentration. It is the ability to accurately receive and interpret messages.
Improving your listening skills can be of great value in today's business. If we fail to listen and understand each other, the results can be extremely costly.
Have a look at the conversation below and highlight the words and phrases you might find useful when discussing listening skills.
Expressions in context
Pete and Iris are having a drink after work. Pete wants some advice from his old friend and more experienced colleague.
Pete: Can I pick your brains about something that's worrying me?
Iris: Sure. What's the problem?
Pete: I had my annual review last week and my boss said that I need to improve my listening skills.
Iris: Did she say why?
Pete: She said that I come across as impatient and that people sometimes think I'm not interested in what they're saying.
Iris: I can see her point. You're inclined to finish off people's sentences. And you do tend to fidget when you're listening.
Pete: Do I? I never realized!
Iris: You're not alone. I used to be a very bad listener, but my boss at the time sent me on a listening course.
Pete: It must have worked. You're a really good listener.
Iris: Attentive listening is a skill you can learn. I've still got the materials from the course. I can lend them to you.
Pete: That would be great. What were the key lessons you learned?
Iris: Firstly, don't talk! Listen!
Pete: I think I do like the sound of my own voice a bit too much.
Iris: Secondly, be patient. A pause doesn't always mean the other person has finished. Don't just jump in with a response. When listening attentively, you focus completely on what is being said - but also on how it's being said.
Remember!
Listening attentively is a skill we all need. But it's especially important when working in a second language. That's when we really need to feel confident that we have heard and understood correctly.
Here are eight things that can help you to listen effectively:
Sit comfortably: Try to relax. Donʼt fidget or sit on the edge of your chair.
Be quiet: Don't interrupt or try to take over the conversation.
Show interest: Nod and use encouraging sounds, words or phrases to show you have understood and want the speaker to continue.
Watch for non-verbal communication: Gestures, facial expressions and eye movements all help you to understand the full meaning of what is being said.
Allow silence: A short silence lets the other person collect their thoughts.
Ask questions to check understanding: Besides ensuring that you have understood, relevant questions signal interest.
Avoid prejudgements: You can't listen properly if you've already decided that the speaker's words have no value.
Empathize: Put yourself in the other person's shoes. Try to understand their point of view, even if you disagree with them.
Good listening skills can lead to greater productivity, fewer mistakes and better customer satisfaction. Sharing more information and ideas also really encourages creative and innovative work.