Now Hear This

Good listening is a business art. Understanding the different stages of listening can help you become a more effective leader.

Q: How are you spending the majority of your workday?

A: Communicating. Between 70-80 percent of your workday is spent on some form of communication.

Q: How is most of your communication time spent?

A: Listening. Anywhere from 40-60 percent of your communication time is spent listening.

Q: Are you a good listener?

A: Probably not. Most of us are not great listeners.

If you think about it, why would we be good listeners? Most of us have never been trained to listen effectively despite the amount of time we spend listening every day. Relatively few of us have opportunities to learn how to be good listeners.

For companies, the importance of listening is greatest in the midst of major change. That's when employees, customers, and other influencers need information, reassurances, and encouragement. It's also a time when others' ideas and suggestions can be extremely helpful. If you're not a good listener, you'll rarely know what your key audiences need and miss great ideas that could make or break your plan.

What does it mean to be a good listener? Good listeners concentrate on understanding what is being said rather than judging whether what is being said is right or wrong. Good listeners understand what is not being said. In short, good listeners listen without thinking.

From basic to advanced listening, there are essentially six levels of listening. We've listed them here, along with a few tips on moving to the next level:

I.	Non listening -- "I'm focused on something else other than what you're saying." Tips: Eliminate distractions (i.e., close the door, turn off the radio or TV, even re-schedule the meeting if you know you can't concentrate on its subject matter). You might also need to adjust your attitude, which can serve as a distraction. If you think the topic is unimportant or boring - or you think the other person has nothing of value to offer on the topic - you should switch to a more positive frame of mind before you can listen effectively.
II.	To Tell Your Story -- "I'm listening only to get my opportunity to talk." Tip: Be patient. You can have your opportunity to talk later. And, you can be more effective in what you say if you've really listened to the other person first.
III.	To Agree/Disagree -- "I'm listening so I can let you know my opinion." Tip: Enter a discussion with the thought that the other person's opinions are valuable (even if you don't think they're valid), and be determined to hear the other person out before making judgments.
IV.	For Application -- "I'm listening so I'll know how to respond." Tip: Listen completely before formulating your response. Take in every point the other person is making, then quickly sum it up and respond after they finish speaking. If this creates a little silence, don't worry - they'll likely appreciate having been listened to fully.
V.	For Implication -- "I'm listening so I can read between the lines." Tip: Watch for non-verbal cues - are they relaxed and comfortable, or stiff with arms folded across their chest? What about facial expressions? What does their body language tell you that their words do not?
VI.	For Understanding -- "I'm listening and asking questions so I can understand your entire message and what's behind your words." Tip: You're now at the highest level of listening. Keep practicing.