The Power of Listening

 

Because listening is the foundation for so many other multi-faceted skills such as selling, negotiating, and supervising, improvements tend to have a positive ripple effect across an employee's entire spectrum of responsibilities.

Improved listening skills provide benefits at both the organizational and personal level. As a facilitator, you may want to let supervisors and managers know about some of the positive outcomes they and the organization can expect from an investment in better listening skills.
Here are a few findings from the literature to share with them:

• When people improve their listening skills there is not only an increase in morale, safety, quality, sales, and productivity but also a decrease in unnecessary turnover and absenteeism (Kausen, 1993, p. 5).
  
• Employees with effective listening skills are more productive with new technologies (Sypher, Bostrom, & Seibert, 1989, p. 295).
  
• Organizations that listen to clients are rewarded with a competitive advantage (Ellingson, 1992, p. 41).
  
• In 25 studies of critical employment skills, listening was the most frequently mentioned (Sypher et al, 1989, p. 295).
  
• Co-workers evaluate our communication abilities based, in part, on how well they think we listen (Haas & Arnold, 1995).
  
• Listening skills are considered a good predictor of who receives promotions and other similar rewards (Sypher et al, 1989, p. 295).

One model sums up the strategies associated with the successful listener. Specific actions apply to each:

Staying Focused: Clear off one's desk, hold incoming calls, think of the conversation as a way to learn.

Capturing the Message: Consider the overall idea the speaker is conveying, ask a variety of questions, paraphrase points during longer conversations.

Helping the Speaker: Practice waiting to speak, let the speaker have the "starring" role, prepare as though you will present a report about the conversation.

An appropriate mindset is the key to active listening. The active listener must assume responsibility for knowing when and how to tune in; when and how to take notes; and when and how to give appropriate feedback.

 

  

 

 

 

 

 

 

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