Is it just me… or have you also recently noticed that people listen less and less?
Hi, I’m Theo Gilbert-Jamison, with Performance Solutions by Design, and in this post we’re focused on the Value and Power of effective Listening!
It’s so frustrating! Whether you’re in the drive-thru ordering a quick meal; or asking a salesperson for assistance to find a specific item. Talking to a customer service rep over the phone to have a problem resolved. Sharing an issue with your manager; or simply training a new employee on how to properly perform a task.
No one is listening!
Think about it… throughout our formal education, we’re taught how to READ, how to WRITE, and how to SPEAK properly. BUT, one vital skill or quality that’s often “neglected†is how to LISTEN properly.
You see often we HEAR words, but we’re not LISTENING to comprehend what is being said. That’s why sometimes it seems like we can MULTI-TASK while someone is speaking to us – but this is often ineffective – and can come across as disrespectful.
Did you know that the average person hears between 20,000 to 30,000 words during the course of a 24-hour period? But are we really listening? You see, developing good “Listening Skills†is important. Especially when it comes to building strong professional and personal relationships.
And being an effective listener means “engaging†your EARS, and your BRAIN so you “stay†tuned in to what’s being said. Remember, your Grandma’s famous saying… You have two ears, and one mouth. Why? So that you LISTEN more than you SPEAK!
Now with all that said, what are some of the BENEFITS of good listening?
ONE – there is less of a need to repeat yourself.
TWO – there’s greater comprehension and understanding.
THREE – there’s less interruptions, because you’re not jumping in while the person is still talking.
And FOUR – you improve personal and professional relationships, because you make the person feel heard, valued, and respected!
And, here’s another interesting statistic I’d like you to consider… People on average “speak†at about 125 to 175 words per minute. Which seem pretty rapid, doesn’t it? However, couple that with the fact that our ears are capable of hearing at somewhere around 450 words per minute.
That’s why people often impatiently interrupt when you’re speaking, try to complete your sentences, or often say “I KNOW†right in the middle of your conversation. And, often they are unaware of how disrespectful or condescending this can come across as to others.
Now, one more thing I’d like to share with you before I close. It’s the five levels of listening, which I believe is from Stephen Covey’s – 7 Habits of Highly Effective People. As I go through them, I’d like you to consider which ONE of these levels of listening is used the most in the workplace.
First – there is IGNORING. Which is making no effort to listen. And in my mind, this is not listening at all.
Then there’s PRETEND listening. Which is making like you are listening. Kids do this best!
Then there’s SELECTIVE listening. Which is only hear bits and pieces of what’s being said.
Then there’s ATTENTIVE listening. Which is listening, but only with the intent to respond.
And finally, there’s EMPATHIC listening. Which is “of course†the most effective, and least used level of listening in the workplace. Why? Because it required the most TIME.
But if employees used empathic listening more, they would get things RIGHT the first time. Meaning, we wouldn’t have to repeat things so often — and, it would result is less customer complaints and DIS-satisfaction.
Why? Because when we use empathic listening, we are indeed listening with our EYES to see the person’s demeanor, your EARS to hear what the essence of what they are communicating, and with our HEART to feel their level of sensitivity.
Empathic listening is also known as “non-judgmental†listening, because you are listening not necessary to agree or disagree. You are simply “seeking first to understand, from the person’s perspective, and to be understood.
So, as you go throughout your day. Remember to LISTEN, not just hear – because effective listening skills is packed with so many benefits that are rewarding both personally and professionally.
And before I close… If you enjoy my videos and find value in the information, please SUBSCRIBE, hit the LIKE button, SHARE the video, and add a positive comment. Thanks so much for watching and have a wonderful day!
About the AUTHOR
Theo Gilbert-Jamison is CEO of Performance Solutions by Design, a consulting firm headquartered in Atlanta, Georgia that helps organizations exceed expectations by elevating the customer experience from average to extraordinary.
She is also author of several leadership books to include: The Six Principles of Service Excellence, and The Leadership Book of Numbers, Volumes 1 & 2. Prior to launching Performance Solutions by Design in 2003, she was VP of Learning & Development with Ritz-Carlton Hotel Company where she enjoyed a 17-year career.
Theo was also a key contributor, instrumental in implementing and sustaining processes and systems that led to The Ritz-Carlton becoming a two-time recipient of the Malcolm Baldrige National Quality Award.
With extensive background in Leadership Development and Human Resources, Theo works closely with organizations, ranging from private clubs, hospitality, healthcare, education, technology, and more. On average, her books, workshops, videos, and webinars are viewed by over 150,000 people annually.