Listening process
Listening is a two-step process. The first step is to look and here, the second step is to check and analyze.
Let’s look at Julie and Jeff. Jeff is helping Julie to finish a job. She’s now asking him about it.
Can you guess what Jeff’s reaction will be?
It’s impossible to tell whether Julie is sending out a positive or negative message.
What do you think are the reasons?
Let’s look at them again from another angle, and see if we can get a better picture.
Julie: Have you finished the job yet?
Julie: Have you finished the job yet?
We get a better picture when we can look at and hear Julie’s verbal and non-verbal signals. From these signals, Jeff can then check and analyze the message and respond to Julie appropriately. Misunderstanding can occur when the two steps are missing or incomplete. Here are a few tips to avoid it.
Listening barriers
To be a good listener, we need to be aware of barriers that can disrupt the listening process. These barriers can be mental and physical.
Mental listening barriers
Mental barriers are things inside the mind that interfere with our listening. We need to be open minded, and stay open minded throughout the listening process. We should also set aside our own assumptions, emotions and prejudices, so we can absorb the whole message.
Let’s look at Bill and Debbie.
Debbie’s trying to explain to Bill how she thinks they can finish the job in two weeks. What do you think is preventing Bill from listening?
Bill doesn’t actively listen to Debbie, because he’s too occupied with prejudices and thoughts, and waiting to argue with her.
Now let’s look at Henry. Paul just told Henry that he would be working at the front desk even if Henry had other work to finish. Understandably, Henry is not exactly happy about this situation. Guess what is on his mind when he greets Sue.
Henry: Good morning, can I help you?
Sue Yes, I’m here to have my car serviced. I booked it in a week ago.
It is not a good morning for Henry is it? Do you think Henry can help Sue while he is still thinking about his own problems?
Physical listening barriers
Another type of listening barrier is the physical barrier. It includes distracting things in the environment where communication takes place.
This is Chuck. You are listening to him. What do you find distracting in this environment?
In this topic we have learned that listening is a two-step process, which involves look and hear, and check and analyze.
There are two types of listening barriers, mental and physical. To be a good listener, we need to remove or overcome these barriers.
