Mastering Communication Part II: The Power of Active Listening

Written by Donna Pearring, PCC , Executive Leadership Coach and Facilitator at Winning Ways, Inc

In almost every employee survey, there is always feedback around the issue of communication within the workplace. It is a guarantee that one of the root causes of every issue is either a lack of communication or miscommunication. If you are shaking your head in agreement, then the desire to improve communications should be paramount. In this second installment in our three-part series for addressing poor communication in the workplace, I share additional statistics on the impact of ineffective communication:??

1. Time Wasted in Meetings: The average employee attends approximately 62 meetings per month, with 50% of the time considered wasted due to ineffective communication, according to a study by Verizon Business.
2. Project Delays: The Project Management Institute (PMI) reports that ineffective communication is a primary factor in project failure. Miscommunication about project requirements, timelines, and expectations can lead to delays, budget overruns, and quality issues.
3. Customer Satisfaction: External communication with customers and clients is crucial for maintaining positive relationships and fostering loyalty. According to a report by Accenture, 52% of customers have switched providers due to poor customer service, which can often be linked to communication issues.

Evident in these statistics is the importance of improving communications to improve our daily interactions with an eye on achieving common goals and sharing success.?

The second concept to produce more effective communications is a term we “hear” often, yet it is challenging to execute – active listening. Let’s take a look at how active listening – or mindful listening – can improve our interpersonal interactions.

ACTIVE LISTENING

We all believe we listen when others are speaking. However, if we are honest with ourselves, what we really are doing (if we aren’t running through our grocery list) is thinking about how we are going to respond. We confuse hearing with listening. Active listening is a powerful tool for enhancing communication, as it involves fully engaging with the speaker, understanding their message, and responding in a way that demonstrates empathy and comprehension. Here's how active listening can be applied to improve communication:

1. Give Undivided Attention: When engaged in a conversation, give the speaker your full attention. Maintain eye contact, eliminate distractions, and avoid interruptions. This signals to the speaker that you value their input and are fully present in the conversation (i.e., put down your smartphone!)
2. Show Interest and Empathy: Demonstrate a genuine interest in what the speaker is saying by nodding, smiling, and using affirming gestures. Express empathy by acknowledging their emotions and validating their experiences. For example, you might say, "I can understand why you feel that way," or "That sounds challenging."
3. Listen Without Judgment: Suspend judgment and refrain from forming opinions or making assumptions while listening. Instead, focus on understanding the speaker's perspective without imposing your own biases. Create a safe and non-judgmental space where the speaker feels comfortable expressing themselves openly and honestly.
4. Paraphrase and Reflect: Paraphrase the speaker's message to ensure accurate understanding and demonstrate active listening. Summarize their main points in your own words and reflect them back to confirm comprehension. For example, you could say, "So what you're saying is..." or "If I understand correctly..."
5. Ask Clarifying Questions: Clarify any points of confusion or ambiguity by asking open-ended questions that encourage the speaker to elaborate further. Avoid leading questions or assumptions, and instead, seek clarification to deepen your understanding of their perspective.
6. Provide Feedback and Validation: Offer feedback that validates the speaker's feelings and experiences. Acknowledge their contributions and affirm their perspective, even if you may not agree with it entirely. This fosters trust and mutual respect, encouraging continued open communication.
7. Practice Reflective Listening: Practice reflective listening by mirroring the speaker's emotions and validating their experiences. Reflect back their feelings and concerns to demonstrate empathy and understanding. For example, you might say, "It sounds like you're feeling frustrated because..."
8. Be Patient and Supportive: Practice patience and tolerance, especially in challenging or emotionally charged conversations. Allow the speaker to express themselves fully without rushing or imposing time constraints. Offer support and encouragement as needed, validating their feelings and providing reassurance.

For the next week, stop and reflect on what you are doing when someone else is talking to you. Are you giving that person your undivided attention with the intention to truly understand what they are sharing?

By incorporating mindful active listening into your communication approach, you can foster deeper connections, promote understanding, and build trust in relationships. Active listening enhances communication by ensuring that all parties feel heard, valued, and respected, leading to more meaningful and productive interactions.

If you would like to unlock more secrets and strategies of highly effective leaders, visit https://www.leadershipevolutionprograms.com/ .

Through our executive coaching opportunities and the Leadership Evolution Program, we help leaders of Fortune 500 companies and national organizations better understand and commit to the actions they can take that work best for themselves, their teams, and their organizations.

In addition to coaching for Winning Ways, Inc., Donna Pearring is an ICF (International Coach Federation) PCC credentialed Leadership and Executive Coach, Instructor and Facilitator, and Program Manager with over 25 years of practical business and leadership experience in Fortune 500 companies, such as IBM and Siemens. During Donna’s career in IT and Telecommunications, she gained experience and appreciation for the entire business continuum, from sales through service. This experience, as well as her experience as a program manager, enables Donna to relate to today’s business challenges and allows her to incorporate real-life experience with organization and leadership best practices for more effective and sustainable results.