I try to be a good listener. I really do! It just seems that most of the time, I'm more interested in the pattern on your tie or the raindrops falling on the window sill behind you. It depresses me to learn that "listening is the first language skill to be acquired." (Lu, 2005) Why then, since I've been developing my listening skills for over 26 years, am I not better at it?
I've been working on my listening skills for many years, especially since entering the work force. Even with all the attention I've given to listening it still does not surprise me that I am labeled as a passive listener by the Listening Style Inventory. My current job requires intensive multi-tasking and often does not lend well to becoming a better listener. It is not uncommon for me to be typing an email, talking on the phone, and trying to listen to a co-worker talk about a customer issue all at the same time.
Listening is, however, one of the most important parts of my job. I must listen to my customers to determine their needs. I must listen to my boss to decide which daily tasks need completed. I must listen to my co-workers to gather valuable information regarding our workflow. All of those individuals rely on my listening skills to get the job done and to get it done right. I was suprised to learn that listening is one of the most important components to communication and can affect the sender of the message (customers, boss and co-workers) just as much as the receiver.
Lu believes that our style of listening is often not a conscious choice but rather a habit that is formed through attitudes and beliefs. (2005) This explains why I have found it so challenging to improve my listening skills. Old habits die hard and are difficult to break. I never consciously chose to be a less than adequate listener. My passive listening style is a habit formed from my personality.
I will continue to try to improve my listening skills. I now realize that effective listening in the workplace can have a positive impact on multiple people. I want to become a better listener not only for myself but for others as well.
Lu, Jianying. (2005). The listening style inventory (LSI) as an instrument for improving listening skill. Sino-US English Teaching, 2 (5), 45-50.
Subscribe to:
Post Comments (Atom)
I too am a passive listener. I have worked many years in a heavy volume call center, where I too was constantly typing emails, reading memos, navigating work screens, etc all the while...listening to the customer. It is sometimes extremely difficult for me to stay focused and in the call center I worked at, often times I heard customer's repeating same issues, so automatically if the conversation started out with the same tone, I thought I knew what they wanted. One day I learned the hard way as I explained to the customer that I knew what they wanted before they had even finished speaking. Boy was I wrong! The customer got really pissed off and wanted my supervisor. They thought I was rude for cutting them off, and on top of that... I was totally wrong about the reason they had called in. It taught me that it is important to really listen to what is being said..AND to be patient and wait my turn to speak.
ReplyDelete