Listening

Listening is not often considered the most strategic form of communication in the workplace. However, listening allows us to visualize new possibilities, notice patterns of behavior in others (and ourselves), and identify gaps that impede effective communication at work. Listening is a great way to become more appreciative of others and build an environment of trust in your organization.

Good listening skills are a direct contradiction to the fast paced way of life we have become accustomed to in the United States. Today we must manage the barrage of information being thrown at us throughout the day from talk radio, to the internet, television to personal communication devices, and even billboards on roadways bombard us with messages during our daily commutes. If you take public transportation or spend a lot of time on an airplane, you know about the thousands of messages you learn to “tune-out”. As a manager, lack of good listening skills can result in many inefficiencies and unneeded conflict at work. Poor listening skills can also indicate, frankly, poor leadership.

Poor leadership, in my experience, is at the heart of many employee complaints and one of the top reasons why employees end up with performance issues and often terminate their employment. Leaders who cannot listen well are not like to lead effectively over the long term. Managers set the tone for their workgroups and their organizations. In my experience, struggling employees who have managers with poor listening skills will eventually seek out their manager’s weaknesses in attempt to challenge their authority. As a result, they will push the boundaries of their manager’s expectations and tolerance. This creates conflict, inefficiency, and wasted resources for the manager, the employee, the work group, the legal department, human resources, and the organization as a whole.

In Listening Leaders, the Ten Golden Rules to Listen, Lead & Succeed, Dr. Lyman Steil and Dr. Richard Bommelje suggest that listening will be improved through the following applications:

1. Identify and deal with potential listening distractions.

2. Control your environment to ensure complete sensing.

3. Study the subject and match the speaker’s language and intended meaning.

4. Request repetition when you do not hear or remember the speaker’s message.

5. Seek clarification when you are unsure of the meaning of any message.

6. Identify and control your emotions.

7. Withhold judgment until your comprehension is complete.

8. Evaluate a speaker’s message content, support, and reasoning.

9. Respond and provide helpful and relevant feedback. (p. 201)
   

When you listen well, you can increase your chances making good decisions. In The 7 Powers of Questions, the author, Dorothy Leeds, explains that in questions, we often find the answers we seek. Below are the seven powers she identifies behind questioning:

1. Questions demand answers.

2. Questions stimulate thinking.

3. Questions give us valuable information.

4. Questions put you in control.

5. Questions get people to open up.

6. Questions lead to quality listening.

7. Questions get people to persuade themselves.  (p. 9)

Quality listening skills can be put into practice to inspire individuals to persuade themselves. (I think I can hear your sigh of relief!) Self persuasion is critical, not just for employees, but for managers too. In my experience, employees will lead themselves better when they have an understanding of the situation at hand, know what is expected of them, and understand the depth and breadth of their authority to take action and make decisions. Without this framework employees will do a number of different things to compensate. Some individuals will focus on their preferred job responsibilities and gravitate toward what comes easy or is routine. In doing so, they avoid certain responsibilities. Some will even act like renegades, taking off on their own path to fix a problem or create a solution that may or may not be in the best interest of the company. These are just examples of what can happen when employees do not have the tools they need to lead themselves.

As managers, consider listening as a key skill in leading and managing others as well as yourself. Take time out from your busy day to listen to what is going on around you. In fact, set aside a few minutes of peace and quiet to reflect upon your life and listen to your own thoughts and inner voice. You might find something you have been missing.           

Christine E. Cruver
President of Simetra Strategies