Do you LISTEN or are you simply waiting for a chance to TALK?

Don't be "that guy"

Are you listening or waiting to voice your own opinions? A recent exchange with someone I respect for many reasons, but struggle to understand for many others, reminded me of how important this topic is today. If we expect to communicate effectively we need to listen for comprehension before we can reply constructively.

There’s so much anger, hatred, and misunderstanding in our world. The problem has been exacerbated by social media and related tools that make it very easy to communicate sound bites but difficult to communicate emotions. With technology getting in the way it’s easy to forget that behind the words are individuals with valid thoughts and feelings.

So the question I have is what can we do about it? I started looking at different communication streams such as WhatsApp and Twitter among others. I noticed that instead of using long form posts there are more people using the ability to string along multiple short messages to more comprehensively express an opinion. 

This method of communicating in short bits is susceptible to a specific type of issue. Most of the responses seemed to be immediate responses to individual parts of the thread. As a result, instead of responding to the overall comprehensive thought, individuals are responding to one point which by itself might not adequately capture the idea.

Poor Listening is Bad for Business

The fact is, this is not a new phenomenon. It exists in many corporate offices today. It goes like this ...

Me: I was thinking perhaps we should rethink the way our team works ….

Them (interrupting): I totally agree. We tend to only talk to those we think hold power.

Me: Actually, I was more specifically focused on the tools and processes we use for collaboration …..

Them (interrupting again): Yes, totally on point. Because the most important person in the room always takes up too much time during meetings.

Me: That might be true, but I really want to focus on the way we get work done, which as you know is 90% of our time whereas the meetings you are referencing are only 10% ….

Perhaps you have experienced this?

The challenge is that by the time you have finished your first sentence, everyone in the conversation has immediately jumped to a conclusion and their biases have surfaced. Once their opinions have come to the forefront of their mind, it becomes very difficult to shove them back. Therefore you find that regardless of what you say they will get their point out even if it actually has nothing to do with what you intended to cover.

Five Tips to Better Listening and Improved Communication

1. Prepare for the Meeting

Pre-read any materials sent out before a meeting noting important points and referencing things you didn't know before. This will enable you to more constructively provide feedback both positive and negative. Having an overview of the key points will reduce the risk of you first seeing something that may cause a visceral reaction during the meeting.

Even if you read something with which you vehemently disagree, the additional time to consider and react will reduce the likelihood of a blow up during the meeting. It also gives you the chance to reach out and discuss the point in a one on one manner with the individual if necessary. As an added benefit this allows you time to do your own research and provide supporting information for your point of view.

2. Practice Active Listening

Active Listening is a requirement for both verbal and written communication. Effective listening requires an open mind, paying attention, appropriate feedback, and empathy. Without these skills disagreements and miscommunication are bound to ensue. 

A family member of mine has what I call “rapid response syndrome”. He sees the first line of a message, assumes what the rest of the message will be, and begins to reply immediately. The disagreement starts before the first thought is even completed.

When looking at a text message whether it is on teams, LinkedIn, WhatsApp, or I message you should be able to see when an individual is still typing. I use this as a great indicator as to whether they have finished their thought and are ready for my response. Once they are finished typing, I read the entire stream, wait a few moments, consider both the words they wrote, the intention and context, then consider how I want to reply. 

3. Breathe

Practice breathing. It can be very very uncomfortable, but consider the concept of buffering. Local television stations doing live shows actually broadcast with just enough latency that they can bleep out the errant profanity or crude gesture. It’s not minutes but seconds. 

In a conversation, seconds can make a huge difference. Try to let your colleague finish his or her sentence fully, pause and breathe for 3-5 seconds. As you’re reading, it sounds like nothing, right? Try it. To many it will feel like FOREVER. Over time, it will be much more natural. If helpful, simply say “Well” or “Thanks” to cover some of that “long” gap.

4. Don’t Interrupt

Think about how you feel when you are interrupted at work or at home. It doesn’t feel good does it? When we interrupt someone it changes the dynamics of the conversation. They may feel that they are not being respected and that their point isn’t being heard resulting in anger, rudeness, or resentment.

A second but at least equally important problem with interrupting is that we don’t actually get to hear what the other person was going to say. Instead of listening we made an assumption and imposed our ideas over theirs. Additionally we likely derailed their train of thought in which case we may never get to hear where they wanted the conversation to go.

5. Be Empathetic

Always consider context and never forget the person with whom you are speaking is a person. They have feelings and a right to be heard. Try to visualize what you are hearing, put yourself in their position, and listen with empathy.

Effective communication is just as much about listening as it is about sharing our own thoughts and ideas. Consider your own communication style. Are you listening or thinking about what you want to say next?

Be well. Lead on.

Adam

Covid is still an issue. Please stay safe and wear a mask.

Adam L. Stanley 

Blog posted on my Connections Blog

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