Listening Saves $$$
Listening could potentially save millions of dollars in the workplace because, with clear communication, errors are reduced. Errors are costly. Instructions could be communicated until clearly understood the first time, eliminating unnecessary errors. Relationships are strengthened when people are willing to hear each other out to the point of feeling better about strained situations or having healthy debates. What models or strategies of communication should a leader implement to help them and their team listen and communicate effectively? Below, I’ve outlined the model and strategy I incorporate as a leader, which I would like to share with you.
The Model of Communication:
Step 1: A sender sends a message.
Step 2: A receiver receives it.
[Reflection point—Has communication taken place at this point? Not yet, because there’s no confirmation of understanding what was sent (said) versus what was heard (received). You need all four steps.]
Step 3: The receiver restates what they heard, back to the sender.
Step 4: The original sender confirms accuracy or tries again.
This model emphasizes that communication is incomplete without mutual understanding. It’s not just about sending and receiving messages but ensuring they are accurately interpreted. To understand and empathize, you need to actively listen in these conversations.
Here is a strategy I use to actively listen:
| Focus on the Speaker | Make eye contact, nod, and gesture to show engagement. |
| Summarize | After they finish speaking, summarize their points. Use phrases like, “If I understood you correctly, you think that… or you feel that…” |
| Filter Facts and Feelings | Distinguish between the facts, feelings, and underlying clues in their message. |
| Ask Clarifying Questions | Elicit more details without shifting the focus to yourself. |
| Wait Your Turn | Ensure that you get a chance to speak and that the same respect for listening is reciprocated. |
Relationships within the workplace are strengthened when individuals feel heard, fostering a culture of healthy dialogue and collaboration.
I challenge you to incorporate these concepts into your workplace to improve effective communication amongst your team. By incorporating a structured model of communication and a strategy to actively listen, you can bring your team closer to peaceful and productive relationships, saving you money on the cost of making errors due to unclear instructions or conversations. *Bonus: it works on all personal relationships too!
If you’ve been enjoying these Leadership Tips, you’re going to love my new book, Sandbox Strategies for the New Workplace: Conflict Resolution from the Inside Out
Penny
Learn the strategies that will help your team resolve conflict in the NEW workplace.
- Embrace, accept, and welcome conflicting values
- Understand the importance of collaborative relationships for career advancement
- Take responsibility to co-create a winning culture with productive and profitable results
- Empathize with coworkers and even competitors to be the leader others WANT to follow
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