Effective Listening | Definition, Characteristics & Significance
Table of Contents
- What is Effective Listening?
- Features of Effective Listening
- How to be an Effective Listener?
- Significance of Effective Listening
- Lesson Summary
What are some effective listening skills?
Effective listening skills include attentiveness, nonverbal body language such as eye contact and voice tone, asking questions to clarify understanding, and the ability to sum up what the speaker said.
What is meant by effective listening?
Effective listening refers to a skill in which a listener is aware of their attentiveness and body language and can relay the speaker's message back with ease.
Why is effective listening important?
Effective listening involves conscious and focused attention from a listener toward a speaker in order to maximize communication and establish a trusting relationship.
Table of Contents
- What is Effective Listening?
- Features of Effective Listening
- How to be an Effective Listener?
- Significance of Effective Listening
- Lesson Summary
Regardless of one's occupation or position in life, listening skills are paramount to effective communication. One may wonder what effective listening is and how does it pertain to communication.
To effectively explain effective listening, it's essential to understand that listening is one communication component between people. To convey messages between each other, each person must engage in speaking and listening skills. This back-and-forth pattern results in a conversation. However, many people will admit that their attention has failed them at one time or another. Nothing is more embarrassing than asking a speaker to repeat herself, or worse yet, having to pretend everything the person said was heard and registered; This may result in a host of problems, including misunderstandings and frustration.
So, what does effective listening mean? Essentially, the concept is simple. If people feel they are genuinely listened to, they also feel respected and that what they are saying matters, establishing trust. This concept is the backbone of effective listening, which in turn maintains and builds personal and work relationships. The question is how to do it effectively.
Effective Listening Definition
An effective listening definition is when a person can attend to a speaker, process what the speaker is saying, and respond appropriately. It is simply not enough to hear what a person is saying. One must absorb the meaning of the words, reflect, and respond accordingly. Most people have poor listening skills, contributing to a lack of self-awareness regarding effective listening and their habits. However, listening is a critical skill used every day and dramatically impacts one's quality of life in various settings.
When might one use effective listening? Consider the following examples:
- Leadership roles, such as managerial or supervisor positions
- Customer service positions, particularly sales
- Parenting
- Coaching
- Mentoring
- Social events
- Personal relationships, including those with a spouse or a friend
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To accurately explain effective listening, it's essential to examine the characteristics or features involved. Remember that effective listening is an active process. It requires conscious behavior and an overall presence of mind.
Key features of effective listening that describe how to be an effective listener include the following:
- Attention, or focus, on the speaker
- Non-verbal behavior using body language to acknowledge the speaker
- Probing, which involves asking questions to clarify a statement
- Summarizing, or paraphrasing, what the speaker is saying
In addition, the following characteristics are also essential and help support the key features:
- Empathy, or genuine heartfelt understanding, puts the listener in the shoes of the speaker.
- Non-judgment involves keeping personal bias out of the conversation. The listener wants to avoid projection that assigns or projects one's own emotions onto another person.
- Cultural cues, such as unfamiliar body language or facial expressions, should be considered when listening to a person from a different culture. For example, many Asian cultures use minimal eye contact.
- Avoid distractions such as the use of a phone during a conversation.
Now let's take a more in-depth look at the key characteristics of effective listening.
Attention in Effective Listening
Paying attention while listening is a crucial factor but may also be the most challenging component. To give the speaker full attention, a person must make a conscious effort to stay focused. This action may involve ignoring distracting thoughts and internal dialogue. Note that it will be more challenging to concentrate when a topic is not interesting or difficult to understand.
Tips for focusing attention during effective listening include:
- Refrain from preparing a response or comment as the speaker is talking.
- Self-monitor and draw attention back to the speaker if thoughts drift.
- Keep eyes focused on the speaker.
- Put away electronic devices.
Non-Verbal Behavior in Effective Listening
Non-verbal behavior may also be referred to as body language. What a person is saying with their body, meaning gestures and voice tone, can be as important as what one says with words.
Furthermore, the utility of non-verbal body language helps to stay attentive during a conversation to maintain focus on the speaker. This application also allows the person talking to know the listener is actively listening. It isn't easy to have a conversation with a person looking elsewhere or crossing their arms. Facial expressions also play a critical role, as well as the tone of voice.
Examples of positive non-verbal behaviors include the following:
- Eye contact about 60-70% of the conversation. Keep in mind that there can be too much of a good thing. Anything over this percentage may become uncomfortable for the speaker.
- Nodding the head will acknowledge to the speaker they are being listened to actively.
- Pleasant facial expression warrants priority. No expression or making an angry face will deter the speaker from fully conveying a message.
- The listener should respond in a pleasant voice.
- The listener should keep a relaxed posture, leaning in toward the speaker.
Probing in Effective Listening
Probing in effective listening means asking questions to clarify and garner necessary information. It is critical to understand that probing should relate to the topic at hand. In others words, the listener should stay on topic when asking a question. It is also vital to probe with phrases that won't make the speaker feel uncomfortable, judged, or defensive. Waiting for an opening in the conversation is also essential so that the speaker is not interrupted.
Probing skills can be practiced using the following sentence phrases:
- Can you explain that further...
- I'm curious...
- I wonder...
- What did you mean when you said...
Summarizing in Effective Listening
Summarizing in effective listening involves paraphrasing or summarizing what the speaker just said. It is also a great way to validate the speaker. Another term for summarizing is reflecting. The listener must process what they hear and then repeat back what the speaker has said in their own words. Summarizing may take additional time but will ultimately maximize communication, resulting in clarity and understanding. Remember that misinterpreting what a person says may cause a rift in communication that is difficult to repair later. It can be the source of frustration and hard feelings. Summarizing during a conversation ensures that communication remains positive.
A person who wants to work on summarizing skills can start by trying the following phrases:
- What I'm hearing you say...
- In other words, what you're saying is...
- Just to clarify...
- Let me see if I am understanding you correctly...
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Becoming an effective listener requires making a conscious effort to implement the characteristics mentioned above. It also requires practice and self-awareness. The following is a list of techniques to help a person become an effective listener:
- Practice the features of effective listening. Ask for feedback from a trusted friend or family member. Role-play if necessary.
- Implement sentence starters for probing and summarizing until these processes feel natural.
- Observe healthy examples of active, effective listening on the internet or television. Also, become aware of conversations in which effective listening doesn't occur. This attention can become a model of what not to do.
- Start with conversation topics of interest, progressing to less interesting topics
In addition, becoming an effective listener requires an individual to leave behind the following habits that may interfere with the flow of a conversation:
- Giving advice unless it is requested.
- Deflecting, which involves the listener responding with a story about themselves. Although it may be on-topic, it is not conducive to effective listening unless the speaker is finished with what they want to say. Often deflection takes the form of one-upping with a personal story that comes across as better, or worse, than the speaker's story. Deflection can also take the form of one person going on a tangent, in which the speaker's original topic is lost.
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When observing a conversation, consider an unfocused listener, checking his phone, interrupting with off-topic comments, interjecting inappropriate quips, or refusing to see a different side than his own. The speaker will more than likely give up on the conversation or become angry and frustrated. The speaker may also avoid sharing information with this person due to the terrible experience. Communication in this scenario is unhealthy, pointless, and may even damage the relationship between the two people.
Now consider a listener who maintains eye contact, nods his head to demonstrate interest, refrains from interjecting comments to fill uncomfortable silence, asks questions to understand the topic further, and can speak to the end of the conversation and summarize what was discussed. The speaker in this situation will feel respected, listened to, and comfortable talking to this person. Communication in this scenario is functional, healthy, and productive for both parties.
The above scenarios are stark contrasts that reinforce the point that effective listening is a critical skill that is often underestimated but can make or break any relationship. In work situations, effective listening can soothe an angry customer. It can signal dedication and competence to an employer, and it can demonstrate confidence in an employee's ability to solve problems and communicate effectively. Likewise, effective listening can open up lines of communication in personal relationships and instill trust and respect.
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Effective listening is a conscious process in which a person sustains attention toward a speaker and actively engages in the role of the listener during a conversation. Effective listening involves the critical features of attention, nonverbal behavior, probing, and summarizing.
Components to implementing the key features and becoming a strong, effective listener involve the following:
- Practice and role-playing techniques
- Self-awareness regarding the level of sustained attention and use of body language
- Scripted sentence starters to effectively implement probing and summarizing skills
Effective listening is a critical skill used in any relationship, including workplace, social, personal, and family settings.
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Video Transcript
What Is Effective Listening?
For people who have not done public speaking, it may seem like speaking before a crowd is different than speaking, say, to a friend over a mocha latte. But really, it is quite the same. If you think of an audience as a group of individuals gathered in one place, then you will understand why it is so important to listen to each member as an individual.
Let's break this down. When you are chatting with a friend, your focus is on the conversation. You nod at the right times and respond with feedback in appropriate measure.
All of these behaviors tell your friend that you are interested in what she has to say. That is effective listening, and it really means hearing the message being sent, making meaning of it and responding in a way that lets the sender know you truly understand.
When you are speaking before a crowd, it is pretty much the same way. Things like eye contact with the individual members and non-verbal communication techniques tell the audience that you are engaged.
So now, let's reverse this. Since you are the public speaker, you are not really conversing as much as you are talking. But you still must listen in the same way and for the same things. So, what exactly are you listening for?
Effective Listening When Public Speaking
For one thing, the speaker should understand the audience's mood. Just like individuals, groups of people gathered together have a mood. If the audience roars with excitement as the speaker approaches the podium, it is obvious they are excited about the event. If there is silence, well, not so much!
And this mood can change as the speech evolves. The vivacious enthusiasm demonstrated by the audience at the beginning of the speech can change drastically if the speaker says something out of line. Don't worry, here are a few things you can do to be sure you not only reach your audience but also keep them interested.
First, observe them. You can do this by watching their body language. Things like making eye contact, nodding in agreement and even clapping are clues that the group is into what you are saying.
You can also pause between points. If you take a few moments to assess their interest level between thoughts, you will know whether they are still roped in. A muddled audience may look around at each other or just stare into space. You can quickly change tunes and clarify the confusion.
Another way to effectively listen is to actively involve the audience in your speech. You can do this by asking questions and exchanging thoughts and ideas.
Sometimes, there is just no getting through to an audience because there are barriers to the communication process. A public speaker does not have to needlessly fret over this. There are ways to overcome them.
Barriers to Communication
A public speaker may get into trouble by not getting to know his audience. Know your audience by asking questions. So, the way around this is to interview a sample of the audience to get a good idea of their expectations.
This way the content can be molded specifically to their interests. By effectively listening to the wants and needs of several audience members, the speaker will be able to hone in on what's important to them. A speaker should never make assumptions based on what he thinks he knows about the group.
This brings us to speaking to your audience directly. Speaking in a way that they understand best can do this. An example may help. A speaker presenting to a group of teenagers should use vocabulary they understand. Big fancy words will be less appealing mostly because they won't understand the meaning. Coming down to their level is a much better way to maintain their interest.
In the end, taking the time to effectively listen to the audience before presenting your speech will avoid any missteps along the way.
Lesson Summary
In the end, effective listening means hearing the message being sent, making meaning of it and responding in a way that lets the sender know you truly understand. A public speaker must be an effective listener in order to shape a speech to meet his audience's interests. This can be done in a few ways.
First, a speaker should observe the audience by looking for mood. This can be enthusiasm and excitement or even boredom. Next, take a pause between ideas. This will give you time to listen for audience confusion.
Actively involve the audience by asking questions throughout the speech. Listen for their responses. Clarify when necessary. Avoid barriers to effective listening by interviewing a few audience members prior to the presentation. Also, use appropriate vocabulary. Your audience will appreciate it.
Learning Outcomes
After you have finished with this lesson, you'll be able to:
- Define effective listening and explain its importance to public speaking
- Describe ways that a speaker can be an effective listener
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