Active Listening - Listening to Understand vs. Listening to Reply

Research indicates that a significant portion of society listens with the primary intention of responding rather than truly understanding the speaker. While specific percentages vary across studies, a common finding is only about 10 percent of us know how to listen effectively.

Dutch writer and professor Henri Nouwen once wrote:

"Listening is much more than allowing another to talk while waiting for a chance to respond...The beauty of listening is that, those who are listened to start feeling accepted, start taking their words more seriously and discovering their own true selves. Listening is a form of spiritual hospitality by which you invite strangers to become friends."

So, when your clients speak to you to tell you their vision and expectations, are you actually listening? Did you truly hear them?

Active listening is a communication technique that allows for deeper understanding and stronger relationships with clients by focusing on their needs, emotions, and perspectives, rather than just hearing their words. It involves paying close attention, showing empathy, asking clarifying questions, and reflecting back what the client has said.

Key aspects of active listening for client understanding are:

1. Focus on the speaker: Give the client your full attention and minimizing distractions.

2. Observe nonverbal cues: Pay attention to the client's body language, tone of voice, and facial expressions.

3. Show empathy and understanding: Acknowledge the client's emotions and validate their feelings.

4. Ask clarifying questions: Seek more information to ensure you fully understand the client's needs and concerns.

5. Paraphrase and summarize: Reiterate the client's points in your own words to confirm your understanding.

6. Provide feedback: Offer appropriate responses that demonstrate your understanding and build rapport.

7. Avoid interrupting: Allow the client to finish their thoughts before responding.

By practicing active listening, you can build trust, improve communication, and create a more positive client experience. Active listening allows you to understand the specific needs your client has, rather than jumping to conclusions that might not address their needs.