Tips for Effective Listening © Achieve Global - used with permission

Listening to staff is probably one of the most powerful ways to keep them engaged and keep you informed. But taking time to listen can be difficult especially when you are busy and otherwise engaged. The tips and steps for listening described below can help you build staff engagement and commitment and get the information you need.

Key Action 1

Evaluate your need or ability to listen 'right now'

• Assess whether this is a time you need to listen to staff - e.g. urgent priorities, they are upset about something, you need to know what they are doing
• Decide if you can listen properly right now. If you are distracted or unable to devote full attention, you may need to delay the conversation. If you decide you can listen then take a deep breath, slow down and focus completely on what the staff member is telling you.'

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Key Action 2

Manage internal and external 'noise'

• Put aside work and other distractions
• Face the staff member
• Decide what you need to get out of the conversation
• Resist the urge to prejudge
• Watch your own biases
• Push unproductive thoughts aside
• Internally reframe challenging or irritating messages or statements - think of the message as a chance to learn, gain information, or build a positive relationship.

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Key Action 3

Maintain curiosity and show interest

• Show interest in what the staff member has to say
• Display sincere, attentive, non-verbal behaviour - e.g. positive body language and facial expressions
• Pay attention to your tone - e.g. inquisitive vs. interrogative.
• Use short phrases to acknowledge and encourage the staff member to continue speaking (e.g. Uh, huh, I see. Go on.)
• Allow for silences to encourage the staff member to respond more fully. Sometimes it is helpful to silently count to 10 before talking
• Notice cues in the staff member's behaviour and voice tones so you can 'listen beyond the words'. (e.g. It seems like this has been pretty frustrating for you)
• Acknowledge emotions - it can help the staff member fee they have been heard and encourages them to share further information (e.g. You must be disappointed after putting in all that extra time)

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Key Action 4

Ask Questions and clarify what you have heard

• Ask open-ended questions to get the staff member to expand on what they are saying (e.g. So, what happened to cause the delay?)
• Ask closed questions to determine specific information (e.g. Who was affected by this?)
• Ask follow-up questions to gain a deeper understanding (So what happened after that?)
• As needed, take a moment to summarize your understanding of what's been said. This lets the staff member confirm whether or not you've received their message accurately. If not, you have a chance to clarify by seeking more information.

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Key Action 5

Manage the flow of the conversation

• Suggest a time frame - let the staff member know how much time you have. If they need more time than that, you may need to suggest another time to continue
• If possible identify a joint outcome - what information will be most useful to you and what does the staff member need from you;
• Redirect - if the conversation gets 'off track' you can gently steer it back to the topic (Ok thanks for that information. Can we go back to the issue of____?)
• Wrap-Up the conversation by expressing thanks, summarizing what you have heard, its importance, and how you or the staff member will follow up. If needed, book another time to continue or check back.

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