Active Listening
Active listening is another communication skill that can help avoid miscommunication and show respect for the other person’s thoughts and ideas.
The following are two examples of different approaches to the same problem. Can you identify which one involves good listening skills?
Example #1
Assistant: “John, I can’t cook this roast today. The refrigerator has to be cleaned, the floor washed and you need a bath.”
Consumer: “Well, I’ve got to eat. Besides, the meat will spoil if you don’t cook it today.”
Assistant: “Look, you know the bus was late today. It wasn’t my fault.”
Consumer: “Can’t you stay over an extra hour? I can’t do all this myself. Besides, this is your job. You’re getting paid, not me!”
Assistant: “That’s right, I don’t know how all that money slipped my mind. Sure, I’ll do everything, but I’m not staying over and don’t blame me if the roast gets burnt.”
Example #2
Assistant: “John, I can’t cook this roast today, the refrigerator has to be cleaned, the floor washed and you need a bath!”
Consumer: “Sounds like you’re pretty upset. Do you feel rushed today?”
Assistant: “I sure do! The bus was late today. I guess I haven’t had a chance to settle down. There is so much to do.”
Consumer: “The bus really put you behind schedule. I guess this isn’t your day. Why don’t you sit down for a moment and relax a bit.
Assistant: “Thank you, maybe that’s what I need. I guess I was about to blow up. If I put the roast in now, it can cook while I am helping you with your bath. Could the refrigerator wait till tomorrow?
Consumer: “Sure.”
As you can see from these two examples, active listening allows you to better understand a situation and the other person’s perspective. This skill will help prevent conflict and enhance your working relationship. Active listening will also demonstrate to your assistant that you value them enough to take the time to listen to their concerns.