Mastering Active Listening in the Workplace

Hi,

I’m Alix and it’s my mission to help as many of the next generation as possible work in jobs that meet their passion and purpose making them happy and fulfilled adults.

By providing support and hand holding where you may not have any, I’m offering hints and tips on making working lives, with the knock-on effect on your personal life, as happy and fulfilled as possible.

This includes making the workplace the best it can be.

So, grab a snack and join me today as we explore the crucial parts of active listening and offer strategies for mastering this essential skill.

Understanding the importance of active listening…

In the technology-driven environment of our modern workplace, communication is more and more being overtaken by writing emails and/or texts - with less focus on speaking to each other.

Part of this, I believe, is an element of self-protection. I know I send emails to prove that I have either done something, or chased up a response, rather than make a phone call that leaves no written evidence. And, I’m sorry to say, I have had to rely on the written evidence to back me up.

It can also be quicker to write as you avoid getting caught up with small talk – no matter that small talk between colleagues builds relationships.

However, the loss of talking to colleagues, plus the loss of active listening, is contributing to less effective communication in the workplace, both are crucial aspects of communication.

Here we’re focussing on active listening, a cornerstone of effective communication in the workplace and a skill which goes way beyond simply hearing words. It involves fully engaging with the speaker, understanding their message, and responding thoughtfully.

When done correctly, it fosters trust, empathy, and collaboration among team members, leading to improved relationships, productivity, and morale, thereby making it a soft skill well worth the time it takes to read and digest this article.

Key reasons why active listening is vital…

Enhanced understanding: active listening enables you to fully grasp the message being conveyed.

And it’s not just about hearing commands.

When it’s a communication with a colleague, it includes being aware of any underlying emotions, concerns, and perspectives.

Just by understanding others' viewpoints, you can make informed decisions, resolve conflicts, and collaborate more effectively.

And more quickly.

Improved relationships: when individuals feel heard and understood, it strengthens their relationship with you and fosters a sense of mutual respect and trust.

Additionally, for those of us less confident, it builds that confidence, making your colleagues days better.

Texts and emails don’t always convey feelings. It’s easy to misinterpret what and why something is being communicated, leading to wrong responses and possibly the wrong emotions being raised both in you, and the recipient should you reply curtly having read their message that way..

Also, with the common use of shortened words, like ‘defo’ instead of ‘definitely’, is it surprising that messages can be misread?

Active listening, meanwhile, demonstrates empathy and validates others' experiences, leading to stronger interpersonal connections.

Conflict resolution: miscommunication often lies at the root of workplace conflicts.

Active listening, however, promotes clear communication and helps prevent misunderstandings.

By actively listening to all parties involved, individuals can identify common ground, clarify misconceptions, and find mutually acceptable solutions straight away, not read a text and mull over it, perhaps for all the wrong reasons.

And, as we all know, time is money and spending both time and energy worrying about how an email is worded does affect the bottom line.

When you speak with someone, there are enormous clues, in the tone, the way someone is standing in front of you, and whether their eyes are angry or warm that you’ll pick up on, affecting how you interpret a message.

Increased engagement: when individuals feel valued and respected, they are more likely to engage actively in discussions, contribute ideas, and participate in decision-making processes.

Active listening creates an inclusive work environment where everyone's voice is heard and respected.

And, having covered the why, let’s move on to the how.

Strategies for Mastering Active Listening

Give your full attention: when engaging in conversations, give your full attention to the speaker.
Minimise distractions such as phones, emails, or other tasks, and focus on the speaker's words, tone, and body language.

Show genuine interest in what the speaker is saying by maintaining eye contact and nodding occasionally to signal understanding.

Practice patience: effective active listening takes time and practice.

Be patient and allow the speaker to express themselves fully without interrupting or rushing to respond. This alone can take a lot of practice.

Avoid finishing their sentences or jumping in with your own thoughts before they've had a chance to finish. There are people who are not confident speakers who end up jumbling their words because they’re nervous. Give them space and time.

Show patience and respect for the speaker's thoughts and opinions and, the next time they speak to you it will be easier for them as they gain confidence in your relationship.

Focus: avoid making assumptions or jumping to conclusions and, when they’ve finished, summarise what you've heard to show that you're actively engaged in the conversation and to make sure you understand.

While we’re on understanding what you’ve heard, this is critical when receiving instructions. Ensure you know what you’re being asked to do and what the end result needs to be.

Repeating back your task will give the speaker a chance to clarify where necessary.

Practice empathy: empathy is the ability to understand and share the feelings of others.

By putting yourself in the speaker's shoes you’ll see things from their perspective.

If this is someone who’s come to you for help, you can use this to acknowledge their emotions and validate their experiences, even if you don't necessarily agree with them.

Empathy fosters trust and rapport, creating a conducive environment for open communication.

Note: one of the strongest pieces of advice you can give to someone seeking help is to say, ‘I understand why you’re feeling like this, now what are you going to do about it and how can I help’.

This simple statement puts the control of whatever the situation is back in their hands, a huge mental motivator in bringing it back to them to decide what to do instead of feeling helpless and at the mercy of outside influences. Also by offering help, they won’t feel alone in facing whatever’s happening and that alone will give support.

Suspend judgment: resist the urge to judge or criticise the speaker's ideas, opinions, or experiences.

Active listening requires an open mind and a willingness to consider different perspectives without bias or prejudice, perhaps a skill in itself.

Suspend judgment and listen with curiosity and respect, even if you disagree with the speaker's viewpoint.

Practice reflective listening: reflective listening involves paraphrasing the speaker's words to demonstrate understanding and encourage further elaboration.

Repeat back what the speaker has said in your own words and ask for confirmation that you've understood correctly.

This not only shows that you're listening attentively but also encourages the speaker to clarify or expand on their points, especially where you might have misheard or misinterpreted something.

Provide constructive feedback: after the speaker has finished, provide constructive feedback or a response that demonstrates your understanding and engagement with their message.

Acknowledge key points, ask follow-up questions, or offer your perspective in a respectful and non-confrontational manner.

This shows that you've been actively listening and adds value to the conversation.

Conclusion

Active listening is a fundamental skill that underpins effective communication in the workplace.

By giving full attention, practicing empathy, asking clarifying questions, and suspending judgment, individuals can become better listeners and foster stronger relationships, collaboration, and understanding with their colleagues.

By mastering the art of active listening, individuals can create a more inclusive and supportive work environment where everyone's voice is heard and respected, ultimately leading to greater success and satisfaction in the workplace.

Before I go, I just wanted to say that mastering soft skills and not just the technical skills will always do you well!