Your Workplace: The Art of Listening

Tired of workplace arguing, cajoling, sulking, bullying and even the occasional foot stamping? Then, bring something new into your office that will increase your efficiencies, cut down on workplace errors and reduce turnover, yet won't cost you a thing. The art of listening — really listening — intelligently, systematically and purposefully. (SEE SIDE STORY.)

If the prospect of a whole workplace full of people communicating well and working harmoniously seems like a tall order, you're not alone. Studies show that only about 10% of us listen properly. For some of us, it's little wonder given what's involved. Many experts define good listening as including:

• Resisting distractions
• Keeping an open mind
• Avoiding fidgeting, glancing away or tuning out
• Making the other person feel they have your full attention.

"A good listener also needs to take in more than just words," said Westaff Human Resources Manager Gail Jern. "They need to observe the body language of the speaker because that can give you additional information about the person or the situation."

Think back on your most recent conversations at work, for example. Can you recall what you heard as well as what you said? If not, there may be some room for improvement. You may have a tendency to let your mind wander while the other person talks. Or, you may even like to think about how you are going to reply before the other person has a chance to finish.

"Yet, the final part of someone's statement may be critical to how you should really respond," Jern added. "And if you don't hear it, your response may be off target."

Good listening is crucial to harmony in the workplace, to job satisfaction, and even employee retention. Employee satisfaction surveys, for example, report that one of the biggest reasons employees give for unhappiness in the workplace is that their managers don't listen to them. On the other hand, subordinates rate managers who are good listeners highly, according to most executive appraisal studies.

Good listening is also a requirement for many managerial positions. About 45% of a manager's typical day is spent listening, according to several estimates. Some managers say they earn up to 60% of their salaries by listening, reports CareerJournal.com.

Listening well can also head off mistakes and organizational mix-ups in a busy office, like missed appointments, misunderstood directions, misinterpreted suggestions or tackling the wrong problems.

"A failure to listen carefully can result in anything from hurt feelings, to misinterpretation of company policies or possible negative financial or legal ramifications," Jern said. "It's difficult to overestimate the importance of listening or the damage that can result from a failure to listen."  

Being patient and willing to listen is worth it. Most likely, others will start to extend you the courtesy. Ultimately, the respect you show your staff or coworkers by truly listening to them will inspire their loyalty and create greater harmony in your workplace.