What Did You Say?

Good listening skills are the hallmark of a good manager.  According respect to others and taking in unexpected information are direct benefits of listening carefully.  Listening consists of much more than sitting still with a pleasant face displayed.  (Although this is a useful skill in itself, employed in entirely different circumstances, usually when our input is neither solicited nor wanted.)

First, listening requires us to be available.  While having an open office is a type of invitation to our staff, our attitude upon someone’s entry is the real signal of readiness to listen.  If a minute is needed to finish what was interrupted, ask your colleague to take a seat and complete the task inside a minute.  Even more effective is to circulate outside our offices, in the offices of others or amongst the cubicles, where even shy individuals feel comfortable engaging in conversation.

Second, listening needs the genuine goal of wanting to hear what the speaker is expressing.  A distracted or glazed look in the eyes of the listener is a quick and sure giveaway of inattention.  We must train our minds to focus fully on the speaker.  Sometimes taking notes can help; however, many important conversations take place in informal settings where note-taking is impossible.  In these circumstances, making notes immediately after the conversation does help to develop the ability to mentally retain important points.

Third, listening must be supplemented by questioning.  Most people summarize their thoughts when they speak.  Questions help them elaborate on the ideas that are of most interest to us.  Phrasing of the questions should be positive, such as “tell me more about…”, rather than the more aggressive approaches that may imply criticism.  Critique is necessary once ideas have been more fully developed and in a setting where it is expected and even wanted.