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Active listening techniques that contribute to effective communication
Listening is one of the key ways members in a business are able to understand the needs of their internal and external customers.
Active listening
The Chinese best sum up the concept of active listening in their character for the verb to listen.
Listening is not a passive activity but one that requires active participation. An active listener is someone who understands the whole message and demonstrates to the sender that they have understood
Active listening has 4 steps
- Attending to the message
Not as obvious as it sounds. Our brain is capable of taking in four times as much information when we are listening, as when we are talking. We often occupy the rest of our brain thinking while we are listening. To be an active listener you need to concentrate totally on the message being received.
- Interpreting the message
This will involve the verbal and non-verbal messages. In other words what is said and how it is said are equally important.
- Understanding the message
Listening to what is said rather than what you think is being said.
- Indicating your understanding
Again the use of both verbal and non-verbal feedback is of importance to indicate you have understood the message.
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