Effective communication serves as the foundation of a successful workplace. In my previous articles, we delved into the power of effective communication and the art of listening, where I introduced the concept of Active Listening. In this article, we will delve deeper into the realm of active listening and explore key strategies that can be employed in the workplace. By understanding and implementing these strategies, we can create an environment that fosters collaboration, enhances productivity, and avoids misunderstandings that can hinder organizational success.
When it comes to active listening, you can find numerous definitions with a simple Google search. One definition that resonates with me is from Heather R. Younger's book, "The Art of Active Listening." She states, "Active listening is about making a conscious effort to hear and understand someone else. When we actively listen, we demonstrate concern, limit interruptions, and ask open-ended questions. By giving our full attention to the speaker, we establish an environment of trust and judgment-free engagement. Employees who experience active listening feel a greater sense of belonging, value, and inspiration to contribute to their team and organization (1)."
Meetings and presentations are commonplace in the workplace. Studies indicate that approximately 83% of people spend a significant portion of their workweek in meetings, accounting for one-third of their total working hours. Shockingly, around 20% of this time is spent in unproductive meetings (2). Therefore, effective communication in meetings is crucial for teams to work smoothly and be productive.
Clear and concise speech is essential for ensuring everyone understands what is being said. Equally important is the willingness to listen and learn from one another. The purpose of meetings and discussions is to facilitate effective collaboration. Without cooperation within a team, achieving goals becomes an uphill battle. The success of any organization relies on the collective effort of its employees, working together as a team. Listening plays a pivotal role in successful teamwork. Let's explore a few simple rules for effective listening that, when followed, can greatly contribute to the overall success of the team.
Rule number one:
Do not interrupt. I'm sure you can recall a situation where someone interrupted you while you were speaking. It can be quite frustrating and disrupt the flow of conversation. While some individuals may not intend to be rude, they struggle to control their urge to express their opinions immediately. Unfortunately, teams cannot function optimally when interruptions occur. Every team member deserves an equal chance to be heard. Cutting off an employee mid-sentence or interrupting them while presenting an important idea can make them feel unappreciated, leading to resentment and hindering efficient team functioning. Moreover, interrupting may prevent an employee from sharing something vital for the team's future success. It is crucial for each team member to allow others to complete their thoughts before interjecting.
Rule number two:
Do not judge the messenger. Whether we admit it or not, we all have biases that can impede effective listening. Biases can be triggered by factors such as the speaker's accent, appearance, or age. It's important to recognize and challenge these biases. For instance, someone may have a different accent due to their regional or cultural background, but that should not diminish the value of their ideas or opinions. It is essential to focus on the content rather than superficial factors. Similarly, age biases can lead us to dismiss valuable insights from younger or less-experienced colleagues. Instead, we should objectively evaluate the content of what is being said, considering its validity and potential benefits, regardless of the messenger's age or appearance.
Rule number three:
Avoid making assumptions. Making premature assumptions can often lead us to incorrect conclusions. On average, a speaker talks at a rate of 150-160 words per minute (3), while our brains have the capacity to process information at a much faster pace. In fact, studies suggest that the human brain can think at a rate of about 600 to 1,200 words per minute (4). This significant difference in speed can easily distract us, causing our thoughts to wander and leading to a loss of focus while the speaker is still conveying their message. Consequently, misunderstandings arise, and effective communication breaks down. It's crucial to remain attentive and actively listen to avoid these pitfalls.
I'd like to share an anecdote from my early career to illustrate the impact of not actively listening. During a team meeting, a colleague asked if I could handle the contract for a game acquisition deal. Distracted by thoughts of a presentation, I quickly agreed without fully understanding the responsibilities. In my mind, I assumed that the legal department would take care of preparing the contract. Unfortunately, this assumption led to unnecessary delays in the deal, as the necessary legal paperwork was not in place. This experience taught me the importance of actively listening and fully understanding before responding, even when preoccupied with other thoughts.
Following this incident, I made it a point to clarify responsibilities and ensure my understanding before committing to tasks in team meetings. This simple practice helped prevent similar misunderstandings and ensured prompt action. By actively listening and seeking clarification when needed, we can avoid unnecessary errors and keep the lines of communication open and effective.
Non-Verbal Cues:
Lastly, let me emphasize the importance of non-verbal cues in active listening. Communication is not solely about words; it also encompasses the messages conveyed through body language, facial expressions, and tone of voice. While the commonly cited statistic that 93% of communication is nonverbal may be subject to debate, it is undeniable that effective communication relies on more than just words (5)(6). When we engage in active listening, we not only pay attention to the spoken words but also observe the speaker's body language for additional insights.
For instance, as a manager, when you check in with one of your team members, they may verbally express that things are going smoothly. However, if you observe their facial expression and notice that they avoid making eye contact or look away while speaking, it becomes evident that something may not be as smooth as they claim. Non-verbal cues, such as facial expressions, can often provide valuable insights into a person's true feelings or emotions. In this scenario, the team member's non-verbal communication contradicts their verbal message, indicating that there might be underlying issues or concerns that need to be addressed. As an active listener, being attuned to these non-verbal cues allows you to dig deeper, ask relevant questions, and offer support to ensure open and honest communication within the team.
Let's now consider a scenario where you are listening to a team member who is speaking, but their body language indicates a heightened level of distress. They might exhibit signs of anxiety, such as fidgeting, crossing their arms, or displaying a tense posture. In such moments, being attuned to these non-verbal cues allows you to respond empathetically and offer the necessary support. By acknowledging their distress and demonstrating understanding, you create a safe space for open communication.
Conclusion:
Active listening is indeed a vital component of effective workplace communication. By adhering to the simple guidelines mentioned earlier, such as refraining from interruptions, avoiding judgments based on appearance or age, and clarifying assumptions, we have the ability to foster an environment of trust and collaboration. It is equally important to recognize the significance of non-verbal cues in active listening. Communication encompasses more than just verbal words; it also includes the messages conveyed through body language, facial expressions, and tone of voice. By incorporating non-verbal cues into our active listening practices, we deepen our understanding and responsiveness to others.
Mastering the art of active listening requires dedication and practice, but the benefits it brings are profound. When we actively listen, we demonstrate respect for others' perspectives, minimize misunderstandings, and contribute to a positive and productive work environment. By cultivating a culture of active listening, we establish a solid foundation for effective communication, stronger relationships, and ultimately, organizational success. So let us embrace the power of active listening and the impact of non-verbal cues as we strive for excellence in workplace communication.
This is the third article in my series on Successful Workplace Communication. You can access the previous articles by clicking the links below. Stay tuned for more insights and practical tips on improving workplace communication.