Business Skills: The Art of Listening
Listening may or may not be an “act of love” or way to “tap into people's dreams,” but it sure as hell is (1) an uncommon act of courtesy and recognition of worth from which (2) you will invariably learn amazing stuff...and (3) it will build-maintain relationships beyond your wildest dreams.
—Tom Peters, best-selling author
To be a strong leader, you must be able to influence others. In highly complex organizations, everyone plays the role of leader from time to time. And communication is an essential mechanism for the exchange of knowledge and intentions. Mastering the art of listening is essential to the success of all participants in an interdependent organization.[i]
Those who are good listeners greatly increase their influence on others. Although listening is passive in nature, when someone feels heard, he or she feels inspired and validated. Sadly, many leaders fail to listen because they are biased, impatient, bored, or rigid in their views. This prevents the critical exchange of knowledge, insights, and intentions.
Listening skills are rarely taught. Communication training in business schools typically focuses on argument and persuasion. These skills fit the old management model with its top-down, authoritative approach. Managers had little reason to listen. They communicated down the chain of command, and the workers followed orders.
As stated earlier, as organizations embrace new business models, listening is becoming an integral part of the communication process. Two-way interaction helps to clarify and prevent confusion, aid comprehension, and improve connection.
Listening goes beyond just hearing. Hearing usually triggers a reflexive response without any thought or reflection. Listening is deliberate and requires interpretation. A good exercise in listening is to ask recipients to reflect back what they heard.
Interrupt. They are impatient and may like to dominate the conversation.
Are inattentive. They are easily distracted, perhaps even multitasking.
Exhibit mind-drift. They are easily bored, perhaps even self-centered.
Are biased. They have strong marginal views (out of the mainstream), and cannot expand their thinking.
Have closed minds. They have already drawn a conclusion or stay with their own beliefs.
Are quiet. They talk less than the speaker.
Are patient. They never interrupt the speaker.
Are unbiased. They avoid prejudgment.
Are curious. They ask clarifying and open-ended questions.
Pay attention. They sit attentively, take notes, concentrate.
Employ nonverbals. They smile, maintain an open posture and eye contact.
Reflect back. They verify and reinforce what was heard through summary comments.
Skillful listeners are natural leaders in the new business landscape with their ability to influence, engage, and inspire.
Come back for more business intelligence and change management focused blogs by The OLIVIAGroup! Feel free to comment with questions, insights, or additions to this post. To receive alerts when the next blog is published, click on the RSS feed to subscribe.
Visit www.OLIVIAGroup.com to learn more about Business Intelligence and hiring Olivia Parr Rud for your next conference!
[i] William F. Kumuyi, “Sir, Listen Up!” 2008, http://findarticles.com/p/articles/mi_qa5391/is_200806/ai_n27900527/print?tag=artBody;col1.