Listen
like
an
Executive – A three step process to improve your career
progression
The
popular
TV
show House features a genius doctor whose abrasive manner
clashes with patients. It's great entertainment although it's amazing
House doesn't get sued every week! In Blink, Malcolm Gladwell showed
how doctors with poorer interpersonal skills got sued more than
doctors who were liked by their patients. Spending an average of
three minutes more with patients and engaging them with active
listening was key to not being sued. Listening is a key skill that
all executives can improve. It may be the difference between the next
promotion and a frustrating performance review.
Poor
listening is costing business
Every
executive
position
needs “good communication skills”, but very
few stipulate that “good listening skills” are essential to the
position. The high cost of not listening in business is not easily
measured. But ask any executive about the management issues they face
on a daily basis and poor listening skills are often at the root: A
key client is upset when their feedback is not acted upon by your
service team and now they are re-evaluating your account. Despite a
long executive meeting, the CEO's key messages are not implemented. A
high potential executive hands in her notice unexpectedly hinting at
the poor communication skills of her manager. The list and cost to
business goes on.
Active
listening
is
the key
As
Ernest
Hemingway
said,
“When
people
talk,
listen completely. Most people never listen.” The
reason why listening is a weaker skill is clear. At school, we are
taught to speak, read, and write but never to listen. Good listening
is not passive, it requires a leader to concentrate on listening
intently
and
not drift away with thoughts of their own, especially if
they don’t agree with the speaker.
The
purpose
of
active listening is to show respect to the speaker,
understand how the speaker is feeling and finally what are the facts
that they are conveying. Speaker, feelings and content in that order. Nothing
is more flattering than listening with 100% of your attention. In a
short attention span world, how many times have you been speaking to
someone who is glancing at their computer screen, mobile device or
watch? Your opinion of them goes down and your productivity often
follows. Let's see an
easy
three-step
process you can follow.
The
three-step
listening
process
Executives
who rise to the very top are those who realize communication
is their job, not only a skill needed as part of their job
description. Successful leaders depend on strong relationships and
relationships are built on clear communications. Active listening
is an essential part of the puzzle.
Step
1
:
Listen with all your attention
Active
listening
requires
both non-verbal and verbal skills. Make
eye-contact with the speaker, adjust your body position so that you
are facing the speaker. This shows your attention is directed to the
speaker. While listening, you can nod your head from time to time.
These all show respect to the speaker.
Listening
is
not
a one way street. After listening for a while, demonstrate
your understanding by using phrases like:
“You feel that your
contribution to the project has not been recognized...”
“It seems like you
need a fresh challenge...”
“As I understand
it, you sound frustrated with our current remuneration plan...”
“It appears as if
you have a point. Let's explore this further by...”
“If I hear you
correctly, you’d like to attend an executive training workshop...”
Step
2:
Pause
before you speak
While
you
are
listening, avoid the urge to interrupt or finish the
speaker's sentences.
Before
you
respond
apply the motto, “Put your brain into gear before you
put your mouth into motion”. Pause before you speak. Take a
breathe. Count to three. Ensure that you are not talking over the
speaker.
Step
3:
Craft
your reply
Before
responding, ask yourself, “Is it worth it?” A question suggested
by executive coach Marshall
Goldsmith
to
help you think how the speaker will feel about your
reply. A listener should not outshine the speaker. Don't
alienate
the
speaker with phrases like:
“I
knew that already.”
“I
never experienced that when I was in the sales division.”
“Sure
I agree, but have you considered the other side.”
“I
don't agree. That's just your opinion.”
Remember
that
a
good listener's concern is to understand the speaker's feeling
and point of view on a topic. Good listeners will take these feelings
on board, acknowledge them and before giving a reply, think about how
the speaker will feel. Sometimes a good listener will only seek to
understand, and not respond in the heat of the moment.
While
listening
is
an under-rated skill, the ambitious executive uses it
everyday. Polish your listening skills by acknowledging the speaker
and their feelings while understanding the content. Good listeners
don't interrupt and they carefully craft their responses. Top
executives realize that their listening skills are the hidden key to
their success and further career progression.
RESOURCE
BOX
Warwick
John
Fahy
is the international executive speech coach for senior
executives, business leaders and entrepreneurs who need to influence
clients, investors, shareholders and team members. His highly
practical approach and deep cross cultural intelligence have made him
a sought-after business presentation coach throughout the world.
Warwick
is
the
author of the acclaimed book, The One Minute Presenter - 8
steps to successful business presentations in a short attention span
world. For free executive speaking tips visit http://www.oneminutepresenter.com/blog
To
arrange
presentation
skills training or coaching to build your
executive presence visit http://warwickjohnfahy.com/warwick2009-02/?page_id=421
For
a
media
interview call +86 1391 786 7502.
Copyright
2010
Warwick
John Fahy All rights reserved.
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