Slow Down and Listen! The Basics of Active Listening
Posted by [email protected] on Jul. 18, 2022 / Subscribe 0
ACTIVE LISTENING
Listening to the speaker in a dedicated process that involves processing what they say, how they say it, and the behavioral aspects observable when they say it. Techniques of active listening involve acknowledging, clarifying, and confirming, understanding, and removing barriers that adversely affect comprehension.
“Occurs when listeners give the speaker all their attention, listen to understand the speaker’s meaning in context and in import, and confirm the meaning has been understood through summarizing back what has been said. Active listening serves multiple purposes: increased understanding on the listeners’ part, building rapport and relationship between speakers and listeners, and making space for speakers to share something they consider important.” Raines, 2013, p. 401
ACTIVE LISTENING RULES
Avoid distractions.
Make eye contact (where culturally appropriate).
Use open body language.
Listen to understand.
Use conversation starters and openers.
Summarize what you have heard.
Avoid judging what you hear (positively or negatively).
Avoid trying to solve problems.
Avoid statements that take the focus away from the speaker.
The receiver verifies with the sender that the message was interpreted correctly by asking for clarification or by providing feedback to the sender.
USES
MANAGE PROJECT KNOWLEDGE
Active listening helps reduce misunderstandings and improve communication and knowledge sharing. Informal sharing can encourage understanding and comprehension.
MONITOR AND CONTROL PROJECT WORK
Use observation and active listening to look for problems then implement corrective actions, rather than waiting for the issues to be brought to your attention.
COMMUNICATION MANAGEMENT
Active listening is critical for Project Managers and Business Analysts when eliciting information from stakeholders and working with other members of the team because it aids in comprehension and facilitates communication.
Over 90% of the Project Manager’s job is communication.
MANAGE COMMUNICATIONS
As an interpersonal and team skill, it can be used to remove barriers that would adversely affect comprehension.
STAKEHOLDER ENGAGEMENT
Stakeholder engagement entails working collaboratively with stakeholders to introduce the project, elicit their requirements, manage expectations, resolve issues, negotiate, prioritize, problem solve, and make decisions. Engaging stakeholders requires the application of soft skills, such as active listening, interpersonal skills, and conflict management, as well as leadership skills such as establishing the vision and critical thinking.
MONITOR STAKEHOLDER ENGAGEMENT
Active listening is used to reduce misunderstandings and other miscommunication.
Downloadable Active Listening Infographic!
REFERENCES
Raines, S.S. (2013). Conflict Management for Managers. San Francisco, CA: John Wiley & Sons
Introduce this as part of a series of data sheets or technical sheets that PMI-SD is developing, as potential resource material for gaining awareness & for PM Exam Prep providers…
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