The Importance of Active Listening in the Workplace

Communication is a two-way street, which people can often forget. Some focus too much on talking, not taking into consideration the views or inputs that others may have during the conversation. Nobody enjoys taking part in a one-sided conversation, especially where the other person seems disinterested in what anyone else has to say or does not give others a chance to respond.

Listening to others is an essential skill in the workplace, especially if you’re a manager or leader. But it becomes ineffective if, while listening to someone speak, nothing that they’re saying is being understood or acknowledged.

Active listening is a communication skill that involves showing genuine interest in what the other person is saying and staying engaged in the conversation. It includes elements of non-verbal communication, such as nodding while listening to someone, and reflecting on the information received by asking questions and clarifying.

Why is active listening important?

Paying attention to what others have to say makes them feel understood and valued, and in turn, fosters relationships that are based on trust and respect. Your team is more likely to be truthful with you if you show that you are willing to listen and not immediately shoot down any other viewpoints. This creates a positive working environment where communication and different opinions are encouraged.

Summarising information and asking questions during a conversation can help minimise misunderstandings and conflict within a team. It also opens up an opportunity to gain new information and viewpoints which can be useful for generating ideas in the workplace. By understanding your colleagues’ points of view, you can then offer advice suited to each individual colleague.

How can you improve your active listening?

Putting the focus on whoever is speaking instead of yourself. For example, if a colleague expresses that they are stressed about a project, it would be unhelpful to respond with, “I’m stressed with the project as well.” A more appropriate response would be asking your colleague why they are feeling stressed, or what aspect of the project is worrying them. This opens up the conversation instead of abruptly ending it and will not make your colleague feel that they are being brushed to the side.

Be aware of your body language. Would you feel that someone who is avoiding eye contact, frowning and slouched over is truly taking in everything that you’re saying? Your body language can communicate how you really feel without having to say a word. When talking to others, present yourself in a way that makes you approachable, such as smiling and upright posture.

Knowing when to speak. Talking over others will give the impression that their views are being dismissed. Just listening and showing the other person that you are paying attention, such as replying with short ‘mmm’s or nodding, will help you come across as supportive and engaged. Resist the urge to interrupt and simply give the other person the chance to speak openly.

If you are interested in learning more about active listening the active listening course on the Development Zone has been designed to help professionals improve their listening skills.

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