Listening is far more difficult, more fatiguing and often more frustrating than talking. But no, you can’t become a better listener by listening harder. And furthermore, even the best listeners have to bite their tongues to stop from reacting, interrupting or verbally identifying with the person talking. But there are a few simple ways to make certain your listening is truly effective.
Effective listeners listen for different levels of meaning. Organizational listening, even within the interpersonal, is often loaded with potential problems or misunderstanding. Add different levels of hierarchy, work teams with several members, cultural and value differences, struggles for power, competition for scarce resources and the increased use of impersonal communication media to the soup and the possibilities are multiplied. Like musical chairs, it’s a near-perfect set up for misunderstanding. So here are four keys to more effective listening:
1. Avoid and ignore distractions. This doesn’t just mean shutting down your smartphone or closing your web browser. It’s especially important to stop the business of formulating your response to what the other person is saying. Simply focus on what’s being said at the differing levels. Focus, focus, focus.
- Parrot and paraphrase.Because most don’t do this, it can make you feel silly. But parroting or paraphrasing not only shows the other person that you’re listening, it encourages them to keep talking by showing that you’re actually listening.
- Ask thoughtful questions. Open-ended and implication questions help you see the issues more clearly. It also enables the talker to go deeper into what he or she sees as significant.
- Explore other’s listening mistakes.It’s a lot more difficult to learn from our own mistakes than from others. Whenever I’m around a “he said, she said” conversation, I pay close attention to how a person draws conclusions from that experience. I stay curious about their interpretations, sometimes even asking about how they drew their conclusion from what they heard. If you’ve sat through a team meeting, for example, and afterword someone tells you what they heard and the meaning they made from it, you begin to see how that person created meaning and how it (sometimes) differs from you. So I don’t just walk away wondering what planet they’re on or why I missed that. Instead, I pay close attention to their inference creating, learning about my own skills and even my mistakes, from them. Statisticians will tell you that our inference creations are far, far more wrong than correct. Most of us rather automatically think that mistakes were made, but not by us. That dog won’t hunt.
You may think this all sounds somewhat obvious, but watch and see how few use these strategies. Most can’t help thinking that they know why people do (say) what they do (say) or what they’re going to do. But whatever hypothesis or intuition you have, however self-evident it may seem, when you test it against the data, it’s wrong—not every time, but very often.
Originally Posted on http://danerwin.typepad.com/my_weblog/.