Definition/Description of the Concept
The effectiveness of communication depends on the capacity of the receiver to pay attention to the details of the message. In workplace settings, listening is critical for avoiding costly errors. It requires much practice, skill, and attentiveness. Active listening, as a concept, entails giving full attention to the speaker, understanding the message, and seeking clarification where necessary without inappropriate interruptions (Warner& Bedok, 2019). It allows one to connect with the sender by acknowledging the content of the communication. By restating and confirming the message, the accuracy and completeness of the information being conveyed are affirmed. It reinforces the recipient’s involvement in the communication process.
In the workplace environment, active listening is a very important skill. According to Warner and Bedok (2019), effective listening can avert costly errors related to incorrect orders, misunderstandings, ineffective decisions, and poor team cohesion. For this reason, teaching employees active listening skills is a priority in some organizations. Exercising silence during communication, avoiding multi-tasking, and empathizing with the speakers’ perspectives can help one become an active listener. On the other hand, presenters should not be critical, judgmental, or threatening in their speech, as doing so would make receivers become defensive and fail to focus on the message. Listeners should maintain eye contact, nod their heads occasionally to show understanding, and use verbal and nonverbal cues. Otherwise, the speaker may conclude that what they are communicating is disinteresting.
An Example from Real Life Work
A year ago, I joined the guidance and counseling group in our institution. New members had to go through a two-month psychotherapy training to learn the fundamental skills required to provide psychosocial support to students seeking such services. I learned that to exploit and develop a healthy interaction with the client, any counselor has to possess an essential skill of actively listening. After completing the course, I was allowed to offer psychotherapy to peers. One day while at the students’ guidance and counseling office, I received a female client. After we exchanged greetings, I offered her a seat before inviting the individual to share her problem.
As a trained counselor, I had to apply the skill of active listening in practice to understand her predicament and identify appropriate interventions and support. First, getting the client to trust me was important. I listened keenly without any interruption or question as she presented her problem. To convey my engagement in her story, I employed verbal and non-verbal cues of communication, such as maintaining eye contact, nodding my head, and saying ‘mmhmm’ to encourage her to continue. Second, I was convinced that by giving appropriate feedback, my client could know that I empathized with her, felt at ease, and communicated openly and honestly. When she finished presenting her problem, I asked her a few questions to obtain more clarity about her situation. Working together, we were able to find an appropriate solution. Therefore, applying the principles of active listening helped me understand the client and establish a trustful therapeutic relationship that was instrumental in treating the client.
In conclusion, listening is more than hearing a message. It is an active process whereby the receiver listens, understands, engages the sender, and interprets the speaker’s message appropriately. Thus, it is associated with optimal communication outcomes at an organizational or personal level. In practice, I have used active listening to create a good rapport with my client before embarking together on a therapeutic journey to better mental health.
Reference
Warner, M., & Bedok, N. (2019). Organizational behavior: Adapted for Seneca College. University of Minnesota Libraries Publishing.