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—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. (Study Guides and Strategies 2007; International Online Training Program on Intractable Conflict 1998).
Workplace solutions and adjustments
On the job solutions
Active listening within the workplace aims to ensure understanding between colleagues (including supervisors or managers) so as to reduce potential for misunderstanding, confusion and conflict.
What to be aware of as a 'listener'
- be aware of any preconceived ideas or opinions you may have on the subject
- ensure you allow the speaker to finish their point—don’t interrupt
- ensure you listen fully to the speaker—rather than hearing the first part of their idea and then formulating your response in your head prior to them finishing
- even if you don’t agree with the speakers opinion or suggestion, allow them to express their ideas
- 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, for instance eliminate 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 with any queries, questions, reflections on their own experience or ideas to the original speaker
- as a means of preventing conflict and encouraging further discussion, reflection of the information from the speaker can also be expressed in terms of feelings, for instance "It seems you feel angry when...". This shows you have understood more than just the content of the words.
The speaker and the listener continue to alternate in this process of active listening until full understanding is reached.
Training or staff meetings
- use active listening techniques with staff to review training, induction and task information and ensure they have understood
- if the information has not been fully understood, rephrase the information or offer an alternative format, for example provide a written summary of important points to ensure the correct information has been understood
- train staff in active listening techniqes and role model these as encouragement
Equipment
To assist communication within the workplace by reducing distractions, a range of equipment can be considered:
(Study Guides and Strategies 2007; International Online Training Program on Intractable Conflict 1998)
Other job requirements or solutions
References
International Online Training Programme on Intractable Conflict 1998, Active Listening, Conflict Research Consortium University of Colorado, Colorado, viewed 26 July 2007, < http://www.colorado.edu/conflict/peace/treatment/activel.htm>.
Landsberger, J. 2007, Active Listening, Minnesota, Study Guides and Strategies 2007, viewed 26 July 2007, < http://www.studygs.net/listening.htm>.