DO: Active Listening
Many of us listen with the intent to reply, often driven by our hectic schedules and a desire to keep conversations flowing. However, this habit can result in frequent interruptions, fostering feelings of frustration, a sense of being unheard, hurt feelings, anger, or conflict.
In contrast, active listening—often referred to as listening to understand—is a way to listen and respond to another person that makes them feel heard and their concerns understood.
Active listening is key to a successful engagement program. When stakeholders are given the opportunity to share their observations, concerns, questions, or information requests with an operator, it is essential for operators to confirm their stakeholder(s) feel acknowledged. Stakeholders who feel heard are more likely to engage in a constructive and meaningful manner.
There are multiple verbal and non-verbal techniques involved in active listening; all are equally important. Active listening is a key skill to include in an employee engagement training program.
Verbal
Restate what a stakeholder has said: “This is what I heard, is that correct? I want to make sure I understand your concern so we can determine how best to address it, what information to provide, etc.”
Reflect what someone is feeling, show empathy: “I can see that you feel strongly about [topic] – I’m here to listen and help determine how best to address your concerns.”
Asking open-ended questions: “Did something specific happen? Etc.”
Non-Verbal
Use positive body language: Face the other person, lean in slightly, maintain eye contact, nod as they are speaking, maintain open body posture (no crossed arms, or “military position” with hands clasped behind the body).
Pay attention and avoid fidgeting or looking at a watch or phone/device.
Stay silent, let them finish speaking without interruption: Sometimes listening is enough to resolve or diffuse a situation.
Be careful not to be defensive, with body language, words, or tone of voice. Be aware that facial expressions or a tense body will convey a negative message.