Active Listening

Active Listening: One of the Most Important Manager Skills

With 4 Great Tips on How to Improve Active Listening Skills

Listening is the simplest “soft” skill that a manager can have, but it may have the most impact. Workplace communication is the key to understanding your people and your organization. Often, the difference between success and failure will be determined by if your employees feel comfortable talking to you and if you listen to what they say. To ensure that your employees communicate, be an active listener.

“The human brain discloses information in layers, therefore our questions should match this biology.”

The Science of Selling by David Hoffeld

4 Tips to Improve Your Active Listening Skills

  1. Ask Questions. Questions are a fantastic way to show people that you’re listening. When you ask a question, people see you as engaged in the conversation. Ask “what” and “how” questions to expand the conversation and get at the root of the topic. But be careful to never ask a question that the person has already addressed. And, try to avoid “why” questions unless absolutely necessary. People get defensive when they are asked to justify something.
  2. Maintain Eye Contact and Positive Posture. Eye contact is essential to show that you’re actively listening. According to Michigan State University, eye contact shows that you’re alert and interested in the conversation. Body posture is just as important. Sit up straight, keep your hands uncrossed, and don’t fidget.
  3. Use Visual and Verbal Cues. In addition to the cues you give with proper eye contact and body posture, don’t forget to be active in the conversation. Positive visual cues include nodding your head and smiling. They’ll put the speaker at ease and assure them that you’re listening. Likewise, use simple phrases like “right” and “go on” to encourage the person to keep talking.
  4. Paraphrase, Summarize, and Clarify. Paraphrasing and summarization are perfect to show that you’ve been listening after the speaker is done with a particular point. Something like, “What I’m hearing you say is…” shows the speaker that you’ve processed their information and gives them a chance to clarify their meaning. But, clarification goes both ways. If you aren’t quite sure about what the speaker means, then get some clarification by using Tip #1! Asking questions is the best way to make sure you understand everything.

Active listening can go a long way to help your business run smoothly. Not only will your team members trust you to communicate, but active listening will trickle down your organization. In due time, you’ll find that your team will actively listen to customers more. And, customers love to be listened to!

Keep it Simple. Keep it Focused. Definitely Keep it Inspiring! -Steve

As always, check out my other blog posts for even more great manager-coaching tips!

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