Listening is the form of communication we practice most often, yet because we rarely have formal training in it, it may be the one that we do most poorly. Listening is even more crucial on the job than it is in most classes, but it may also be more difficult.

Listening To learn how to Listen rather than simply hear. Listen actively. Continue to build goodwill.

Start by answering these questions: Listening Start by answering these questions: What do good listeners do? What is active listening? How do I show people that I’m listening to them? Can I use these techniques if I really disagree with someone?

To Use Active Listening Pay attention. Focus on the other speaker(s). Avoid assumptions. Listen for feelings as well as facts. Good listeners pay attention to speakers. While hearing denotes perceiving sounds, listening means actually decoding and interpreting them correctly. Therefore, practice active listening to get the most out of what you hear.

Active Listening Techniques Paraphrase content. Mirror the speaker’s feelings. State your own feelings. Ask for information or clarification. Offer to help solve the problem. To paraphrase content, feed back the meaning in your own words. Mirroring the speaker’s feelings involves identifying the feelings you think you hear. If you are angry, state your own feelings, as calmly as you can. Ask for information or clarification when necessary, and offer to help solve a problem if one exists.

To Show You’re Listening Acknowledge comments with Words. Nonverbal symbols. Actions. Acknowledgement responses help speakers know you’re listening. These can include words, nonverbal symbols like eye contact, and actions, like leaning forward. Remember, though, that different cultures may value different acknowledgement responses. Some, for instance, may not value strong eye contact, while others may prefer more or less personal space around speakers and listeners. For more information, see Module 3.