What is active listening?
If you're a regular reader of our blog, you'll probably know Active listening; It doesn't hurt to refresh the concept, does it?
Active listening can be defined as a innate or acquired communicative ability which allows the interlocutor to fully understand the message that another person is sending through verbal and non-verbal language.
Two points particularly important on the what is active listening really:
- It is an innate ability. This means that we can be born “knowing” how to listen actively, but we can also develop this aptitude, enhance it and improve it.
- It is a learned skill. Everyone can learn to listen actively. There are techniques, courses, and workshops that teach this skill which, as we shall see later, is fundamental for certain CEOs and managers who wish to practice persuasive communication.
Active listening is useful for improving communication, building stronger relationships, understanding others better, resolving conflicts more effectively, and enhancing learning.
Without a doubt, practising active listening in our personal, family, and friendship spheres will help us Improve communication with our loved ones, to resolve conflicts, to prevent arguments due to misinterpretations, etc. But what is the point of practising this communication skill? at the professional and business level?
We could say that active listening is key in both Internal communication processes as in the External communication processes with suppliers and customers.
Active listening is key to all the processes of Internal communication since:
- It avoids arguments, misunderstandings and confusion among team members.
- Help to settle professional disputes that cast a shadow over the organisation's working climate.
- It clarifies the responsibilities assigned at each milestone of a project.
- It helps to anticipate future human factors problems.
- Etc.
Active listening is key to all the processes of External communication since:
- Avoid discussions, misunderstandings and confusion with our suppliers and customers.
- It helps to clarify the responsibilities acquired by both parties (company and suppliers or company and customers).
- Improve the quality of customer service.
- Help convert sporadic customers into loyal customers.
- Etc.
Keys to improve active listening
As we were discussing a few lines ago, active listening it is a communication skill that can be improved or learned from scratch. How is it done? In many and very varied ways, for example, the following:
- Create a relaxed atmosphere. The environment in which the conversation takes place should be conducive to the message flowing freely and without barriers. Avoid noisy environments where phones are ringing and people are circulating.
- Get to know your interlocutor. The more you know the person in front of you, the better you'll be able to interpret their non-verbal language, body posture, direction of their gaze, the real meaning of their verbal and non-verbal expressions, etc.
- Do not judge or prejudge. Judging what someone is telling you before they have finished their speech is a major communication barrier that will prevent you from truly understanding the meaning of their words.
- Learn not to interrupt. This is one of the most important keys to active listening: not interrupting your interlocutor by taking the floor when it's not your turn.
- Train your observation skills. Remember that non-verbal language, which your interlocutor is conveying through their clothing, hairstyle, gaze, silence… is fundamental for practising active listening.
Train your non-verbal language. Active listening is a communication skill where you also transmit a lot without saying a single word. What does that mean? That you should transmit to your interlocutor that you are listening actively and proactively, not just by not interrupting their speech verbally, but by looking them in the eye, not fiddling with a pen, not crossing your arms over your chest…
