Listening is more than hearing words

Have you been in a meeting or observed a conversation and noticed conflict, chaos, or confusion. Of course you have, and no doubt you have been a participant in that frustrating and difficult situation on more than one occasion. Let’s face it we all have relationships we need to work at, particularly our communication.

In Oscar Trimboli’s book Deep Listening, he says “Words are the ingredients of a great conversation, but you need a recipe to make sense of all the words”.

Project teams talk about and develop effective communication plans, yet I am not convinced they have spent the time to create their listening recipe.

Recently I supported a project team and supplier of a software solution to resolve conflict regarding outstanding requirements. They both presented their case and believed they were right in what they were saying. As the observer and facilitator, it was obvious they were not listening, as they were both saying the same thing but in different ways.

This is what happens when project teams and stakeholders are not listening to each other.

Miscommunication: Poor listening can result in misunderstandings, misinterpretations, and miscommunication. Team members may miss important information, fail to understand instructions or requirements correctly, and make assumptions that can lead to confusion, delays, and mistakes in the project.

Lack of clarity: Ineffective listening can result in a lack of clarity regarding project goals, expectations, roles, and responsibilities. This can lead to ambiguity, misalignment, and conflicts among team members, which can hinder progress and compromise the quality of work.

Decreased productivity: When team members do not listen to each other, it can result in redundant efforts, wasted time, and increased rework. Poor listening can lead to misunderstandings, repeated discussions, and unnecessary revisions, which can decrease overall team productivity and project efficiency.

Missed opportunities: Effective listening allows team members to gather valuable insights, ideas, and feedback from each other. When listening is lacking, team members may miss out on important perspectives, suggestions, and opportunities for improvement or innovation.

Relationship strain: Poor listening can strain relationships among team members, leading to conflicts, tension, and breakdowns in teamwork. When team members feel unheard or dismissed, it can create a negative work environment, erode trust, and damage team morale, which can have long-term impacts on project success.

Increased risks: Inadequate listening can lead to misunderstandings and mistakes that can increase project risks. Miscommunication and lack of clarity can result in incorrect assumptions, missed deadlines, and deliverables that do not meet requirements, leading to project delays, increased costs, and potential rework.

Reduced stakeholder satisfaction: Poor listening can also affect stakeholder satisfaction, including clients, sponsors, and other project stakeholders. If team members do not listen to their needs, concerns, and feedback, it can result in dissatisfaction, decreased trust, and damaged relationships with stakeholders, which can impact the overall success of the project.

So when you are next in a conversation or observing one here are seven practical tips to explore the art of listening.

1. Be Present. Put away your devices, maintain eye contact, and avoid interrupting.
2. Practice Active Listening: Pay attention to tone, body language, and emotions. Ask clarifying questions.
3. Cultivate Empathy: Put yourself in the other person’s shoes and try to see the situation from their perspective.
4. Be Non-Judgmental: Be open-minded and avoid criticising ideas. Create a safe space.
5. Listen to Understand, Not to Respond: Give your full attention and hold off on forming judgments or responses until the person has finished speaking.
6. Be Patient: Do not rush the conversation. Avoid finishing the sentences or jumping in with your ideas.
7. Follow Up: Summarise the key points of the conversation and ask for feedback to confirm your understanding.

Good listening leads to better collaboration, improved problem-solving, and ultimately, project success. So, let’s strive to become better listeners and enhance our project team’s communication dynamics!