Master active listening skills today

“I remind myself every morning: Nothing I say this day will teach me anything. So, if I’m going to learn, I must do it by listening.” — Larry King, CNN.

King emphasizes how much more you can learn by listening rather than speaking. However, that’s easier said than done for most people. In fact, studies show that people typically remember only about 20% of what they hear immediately after listening, with retention dropping significantly over time.

Why it matters: Practicing active listening not only enhances understanding and reduces conflict, but it also boosts productivity and strengthens relationships within your organization. In this article, we’ll dive deeper into how active listening impacts workplace communication and offer practical tips for improving your active listening skills.

What is active listening?

Whether you’re following GPS directions, or your boss is introducing a new policy, listening is key to understanding the message. But how can you tell if you’re truly listening and not just hearing? Both situations mentioned require your full attention, but the key difference is that in only one of these scenarios will someone respond to you (unless, of course, you’re talking to Siri). This is where active listening comes into play.

What is active listening, you ask? Active listening is defined as the practice of giving someone your full attention while they are speaking. It involves listening to understand, rather than just to respond. “For me, active listening is an integral part of the communication process,” said Kevin Chandler, CCE, CICP, Zachry Industrial, Inc. (San Antonio, TX). “You want to employ active listening to fully understand what’s going on. If you truly want to build relationships, no matter if it’s with external or internal customers, the C-suite or your team, you have to be able to communicate and listen effectively. It is extremely important in trying to understand how best to resolve whatever issues you may have or set goals or targets.”

Active listening strengthens relationships by demonstrating genuine interest in what the person has to say. “When the person you’re speaking to understands that you’re listening clearly, they’ll give you respect and await your response,” said Scott Chase, CCE, CICP, global director of credit at Gibson Brands Inc. (Nashville, TN). “It’s important for people, especially those you’re responding to, to know that you care about what they’re saying. Active listening is another way to show empathy to the speaker.”

But active listening can become a challenge with constant distractions or noises surrounding us, whether internal or external. For instance, email notifications or people talking down the hall can disrupt you from being attentive. People are also susceptible to internal distractions like their own thoughts or internal dialogue. Perhaps they have something going on at home that is impacting their ability to pay attention. Being mindful of these distractions and finding ways to minimize them can help you listen more intently. 

Poor listening skills affect communication and productivity in the workplace. “It leads to repetitive conversations and wasted time handling the same issue more than once,” said Amy Cook, CCE, credit manager at McNaughton-McKay Electric Company (Madison Heights, MI). “By actively listening I can close tasks and move more items from the to-do list to the done list because I did not waste time.”

Active Listening Pointers

#1 Be Patient

One of the most common communication challenges is waiting for the other person to finish speaking. When people hear something they disagree with or want to clarify, they often interject, which disrupts the delivery of the message and can lead to misunderstandings. To avoid this, don’t interrupt and wait until the other person is done speaking to respond. “Don’t be in a hurry to give them your answer,” Chandler said. “Don’t sit there listening to somebody, thinking, ‘I can’t wait until they stop because I’m going to tell them this.’ Be patient and actively let them communicate.”

Patience is effective for learning from discussions with large groups of people, such as NACM and FCIB’s monthly Thought Leaders Forums. “What I found by attending these meetings is that you have all these people with all kinds of experiences and just by listening, they’ll bring up an aspect of something I didn’t think about,” Chandler said. “Having these conversations where you’re actively listening helps improve comprehension, and it will lead to better quality relationships. Not only that, but it will also lead to better quality decisions, better productivity and all kinds of positive things.”

#2 Ask Open-Ended Questions 

An open-ended question is a question that cannot be answered with a simple “yes” or “no.” Instead, it requires the respondent to provide a detailed answer in their own words, allowing for more insightful information, often starting with “what,” “how,” or “why.” For example, “Why do you feel that way about so-and-so?” or “How did so-and-so happen?” 

Asking open-ended questions in conversation not only helps you understand where the speaker is coming from, but it shows that you heard what they’ve said. “Sometimes, we like to prepare our answer before we even hear what the question is,” Chase said. “When I interview people, I paraphrase what’s said on their resume and ask an open-ended question so that they can respond in an open-ended way. This shifts the whole dynamic of conversation and strengthens our communication. Acknowledging what they just said goes a long way, too.”

#3 Repeat it Back to Them

Reflect back key points of the speaker’s message to confirm comprehension. Sometimes it’s as simple as repeating what they said back to them. For example, Cook might say, “‘What I heard you saying was…’ This technique quickly confirms information and gives me even more details,” she said. “Plus, if you are anything like me, repeating it back—even in my own words—helps me remember it better so I don’t have to go back and ask for the same information I already received.” 

#4 Evaluate Your Performance

Miscommunication is unavoidable. Someone can get interrupted mid-sentence and lose their train of thought. Or someone can say one thing but mean another. If there was a misunderstanding or you aren’t sure about something, looking back on how you communicated after the conversation can give you clarity on the situation.

#5 Be Present

No matter how many distractions there are or how familiar you are with the topic, if you aren’t present in the moment, you’ll retain less information. By staying focused on the conversation, you will avoid mentally formulating a response too early and better understand what the other person is saying. With any form of communication, whether in-person or over a Zoom call, it’s best to clear your mind and eliminate as many distractions as you can. “Concentrate and be present to gain every detail,” Cook said. “Internally, I could miss a detail if in my head I am already trying to tackle the next thing. This can make others trust me less or become less engaged with me when I have something I need them to hear.”

The big picture: Active listening isn’t something we’re born with. It is, however, a skill that can be improved over time, helping you to better communicate with others and learn in any aspect of life. It also serves as a means for improved comprehension and productivity and reduced conflict, pivotal aspects of any business.