The importance of active listening skills

Each year on 24th July the Samaritans host ‘The Big Listen’ where they encourage communities to run events to raise awareness for the work that the Samaritans do.  The Samaritans are available 24 hours a day, 7 days a week (hence the chosen date of 24.07) to listen to anyone who is struggling to cope, at any time of the day or night without pressure or judgement.  This day highlights the importance of active listening skills which, as well as being vital to providing emotional support, are also essential for improving workplace communication, enhancing team collaboration, and fostering a culture of empathy and understanding.

Active listening can transform workplace communication.

By honing our active listening skills, we can create a culture where employees feel heard, valued and understood, leading to enhanced wellbeing, stronger relationships and improved overall productivity. Here are our tips to improve your active listening skills:

  • Be fully present in the conversation: being present involves listening with all your senses (sight, sound, etc.) and giving your full attention to the speaker. This enables you to concentrate on what is being said.
  • Showing interest by practising good eye contact: in active listening, maintaining eye contact is crucial. It signifies your presence, attention and lack of distraction.
  • Noticing (and using) non-verbal cues: as much as 65% of a person’s communication is unspoken. Observing non-verbal cues reveals a lot about a person.  Fast speech may signal nervousness, while slow speech might indicate fatigue or thoughtful word selection.
  • Asking open-ended questions to encourage further responses: Avoid ‘yes or no’ questions in active listening as they hinder conversation flow. Opt for open-ended questions to demonstrate genuine interest in the person and the discussion.
  • Paraphrasing and reflecting back what has been said: After they speak, summarise what you heard. This active listening method ensures accurate capture of thoughts and emotions, fostering validation and understanding minimising miscommunications.
  • Listening to understand rather than to respond: Patience in active listening lets others speak without interruption and express their thoughts without you completing their sentences.
  • Avoid interrupting: Give the speaker the space to complete their thoughts without interruption. Interrupting can make the speaker feel disrespected and unheard.
  • Provide verbal acknowledgments: Use small verbal cues like “I see,” “Uh-huh,” and “Interesting” to show that you are engaged and following the conversation.
  • Manage your reactions: Stay calm and neutral, even if you hear something that you strongly agree or disagree with. Emotional reactions can disrupt the flow of communication and make the speaker feel judged.
  • Practise patience: Allow for pauses and silences. These can give the speaker time to think and articulate their thoughts more clearly.
  • Encourage elaboration: Use prompts such as “Can you tell me more about that?” or “What happened next?” to encourage the speaker to provide more details and continue the conversation.
  • Show empathy: Demonstrate empathy by acknowledging the speaker’s feelings and perspectives. Phrases like “That sounds really challenging” or “I can understand why you would feel that way” can help build rapport and trust.
  • Avoid distractions: Ensure that you are in an environment conducive to listening. Put away electronic devices, close your laptop and focus solely on the speaker to minimise distractions.
  • Use positive body language: Lean in slightly, nod in agreement and maintain an open posture. Positive body language signals to the speaker that you are interested and engaged.
  • Maintain a supportive attitude: Approach conversations with a supportive and non-judgmental attitude. This helps create a safe space for the speaker to express their thoughts and feelings freely.
  • Recognise your biases: Be aware of your own biases and preconceptions that might affect your ability to listen objectively. Strive to keep an open mind and focus on understanding the speaker’s perspective.
  • Respond appropriately: When it’s your turn to respond, do so thoughtfully and respectfully. Base your responses on what has been shared, showing that you have listened carefully and are engaging constructively.
  • Develop emotional intelligence: Enhance your emotional intelligence to better understand and respond to the emotions conveyed during conversations. Recognising and managing your own emotions can also improve your listening effectiveness.
  • Take notes if necessary: In situations where details are important, such as meetings or interviews, taking notes can help you keep track of the discussion without losing focus. Just be sure to do so discreetly and without breaking your engagement.

Active listening isn’t just an individual skill

Moreover, creating an environment that supports active listening involves more than just individual skills. Organisations should foster an atmosphere where employees feel safe to express their thoughts and concerns. Encourage regular check-ins and feedback sessions where open dialogue is promoted. Training programmes focused on communication skills can also be beneficial, ensuring that all team members are equipped with the necessary tools to listen effectively.

Encouraging active listening can significantly impact team dynamics. When employees feel heard, their engagement and job satisfaction increase. This, in turn, leads to higher retention rates and a more cohesive work environment. Leaders play a critical role in modelling active listening behaviours, setting a standard for others to follow. By actively listening to their teams, leaders can gain valuable insights, foster innovation, and build trust.

Supporting wellbeing

Additionally, consider implementing policies that support mental health and wellbeing. Providing resources such as Employee Assistance Programs (EAPs), mental health days and workshops on stress management can complement efforts to improve listening skills and overall workplace communication.

In conclusion, Samaritans Awareness Day serves as a powerful reminder of the importance of listening, both in our personal lives and in the workplace. By committing to active listening, we not only support those who may be struggling but also create a more connected, understanding and productive work environment. Let’s take this opportunity to enhance our listening skills and make a positive impact on our teams and organisations.

If you’d like to find out more about our eLearning module Active Listening and Inclusive Practices or you are interested in our training programmes around personal effectiveness, please contact us.