Listen and Listen Well

By: Christina M. Deck

In the workplace, we spend more time listening than any other skill.  Think about it: When compared to talking, writing or reading,  you are most often listening.  Many of us have taken courses to improve our writing, speaking or even reading.  Now it is time for a short lesson in listening, probably the single most improvable workplace communication skill.

So what is the difference between hearing and listening? Hearing is a recognition of sounds, including words around you.  For example, when you walk around a busy office, you hear a lot of words from various conversations.  You catch words, phrases, sentences here and there.  When you actually focus in on the words in a particular conversation and begin to interpret, evaluate meaning and establish the words in a context, then BOOM...you are listening.  Hearing is one of those things done between the ears.  I often find myself repeating things to my father at work over and over again. He is hearing me, but not actually listening to me or the value of my words.  Then he will say I didn't know that was happening or why am I doing this today and I will say I told you that a week ago or three days ago.  When you listen, you remember conversations, dates, times, important things.

Are you LISTENING?
It is said most of us only listen 25 percent of the time.  The other 75 percent is just hearing or listening poorly.  Therefore, we all have tremendous room for growth in the listening department. In order to do my job well, I have to listen to my clients' wants and needs.  I specifically take the time to sit down and speak with them face to face and write everything down.  Yesterday, I had a conference call with a potential client and I went into an office, closed the door, unplugged the office phone and answered my cell phone.  I told my Deck Family Practice staff I was taking an important call.  I had to listen to this potential client and take the time to really listen to what they wanted.  It is so important to take the time to write down what they say as well and take notes.  I also am very meticulous about my note taking as well.  With no interruptions, I was able to listen and have a successful conference call and potentially form a partnership with another growing business.  In positive terms, even increasing your listening ability by 10 percent or 15 percent will give you a significant boost to your workplace performance.  

So what are the benefits of listening well and why is this so important? I mean doesn't everyone listen? No, not necessarily.  If you want to be an effective leader in the workplace,  you must listen well, as it beneficial to your personal and professional growth. 

First of all, you get your work done right the FIRST TIME.  A percentage of work is usually redone because employees miss key steps when a procedure is explained.  Listening well to instructions and following through on them properly provides you with a solid base for demonstrating explementary work to your superiors.

Secondly, you learn more.  Employees increase their value in a workplace setting by listening to others.  They understand their products, services, customers and they are able to answer questions appropriately and professionally if they are challenged.  Effective listeners also get the "big picture" more quickly in an organization because they have taken the time to review the materials and resources given to them, including speaking to co-workers, managers and supervisors.

Thirdly, if you listen, your words have more value.  You have earned the right to be listened to by others if you demonstrate you listen and care about others.  

And lastly, an effective listener is always better in an office conflict situation.  They are more likely to examine each viewpoint carefully after they have listened to each side of the story in a problem solving session.  They earn more respect by offering a few minutes to a co-worker by allowing them to speak and be heard.  This relieves stress and tension in an office setting.  It contributes to office harmony.

Although it appears to be a passive skill, listening is hard work and you must actively engage in it.