“Communication is what the listener does” – Peter Drucker
Last week I encouraged you to be more than an active listener. I encouraged you to be a generous, respectful, and calm listener instead. While the “active” listening techniques of eye contact and body language are useful, they don’t go deep enough.
What does generous listening look like in practice? Here are three actionable, specific techniques for being a generous listener:
Listen With Your Mind
Personally I have a hard time even hearing what’s being said, or staying focused. My mind will drift off, especially if somebody’s rabbitting on about a topic that doesn’t interest me. Or I’ve already decided in irrelevant to where I want the conversation to go. Or I’m thinking furiously about what my response is going to be to an earlier statement, and I miss their real point.
Repeat the words they are saying to yourself in your head.
This will get you back on track. It will bring your mind back to what they’re saying. Don’t worry about having an immediate response ready the moment they take a breath. Having an immediate response ready the moment they stop talking is just another form of interrupting. Take a breath before you reply.
If you’re interrupting you’re not listening. If you’re not listening, they’ll know it and are less likely to be listening to you. Then how are you going to influence them? Just don’t.
This includes waiting for them to pause so you can elbow your way into the conversation with your witty retort. Bite your tongue. Take notes. Clench your teeth and grunt “Uh-Huh” or “Mmm-hmm” until your throat hurts if you have to.
The “Uh-Huh” sound is a great way to move the conversation along, signal that you’re listening, and still not agreeing or making a committment you don’t want to make.
Just don’t tell my wife.
I admit that most feedback is poorly delivered, feels like a personal attack, and isn’t actionable. Doesn’t matter.
Say “thank-you” and take it. Questions for clarification only.
No retorts, no rationalizations, no justification. At the very least you’ll be helping them practise, and they might even give better feedback the next time. Or send them to my website, which has many articles on giving feedback. But wait a couple of days before you do that.