Often when people talk to each other, they don’t listen attentively. They can be distracted, only half listening or thinking about something else.
To use good active listening skills in either a group or one to one situation the person listening should focus on what the speaker is saying by looking at them, maintaining eye contact and facing them to show they are interested in and open to what is being said. The listener can then repeat back to the speaker in their own words what they have understood from both what has been said and the feelings involved to ensure understanding.
Workplace solutions and adjustments
Active listening within the workplace aims to ensure understanding between colleagues, including supervisors or manager, so as to reduce potential for misunderstanding, confusion and conflict. For some individuals with hearing difficulties the task of active listening can be challenging. There are some strategies that may assist to make this task more manageable:
- use body language and facial expressions to encourage the speaker, for instance face the speaker and maintain eye contact
- avoid distractions during discussions by going to a quiet or private location, eliminating background noise, other staff interrupting and mobile phone ringing
- once you have heard what the speaker has to say, summarise what you have heard and feed this back to them to ensure you have understood. This gives the speaker a chance to clarify anything that was unclear
- once clarified, the listener can then respond to the original speaker with any queries, questions or reflections on their own experience or ideas.
The speaker and listener continue to alternate in this process of active listening until full understanding is reached.
In addition to one on one conversations, active listening is also important in group situations such as training or staff meetings. Some strategies for these situations include:
- positioning the individual with hearing difficulties near to the main speaker during meetings
- provide a written summary of important points to ensure the correct information has been understood.
To assist with active listening in the workplace, a range of equipment can also be considered:
References
International Online Training Programme on Intractable Conflict 1998, Active Listening, Conflict Research Consortium University of Colorado, Colorado, viewed 14 April 2010, http://www.colorado.edu/conflict/peace/treatment/activel.htm.
Landsberger, J. 2007, Active Listening, Minnesota, Study Guides and Strategies 2007, viewed 14 April 2010, http://www.studygs.net/listening.htm.
Word of Mouth Technology 2010, Personal Amplifiers, Word of Mouth Technology, Victoria, viewed 14 April 2010, http://www.wom.com.au/category.php?id=12.