Thank the person for their question and pause for a moment to reflect and gather your thoughts.
Repeat the question to confirm that you have understood it correctly.
Answer the question as best as you can – being direct and clear.
Check with the person that you have answered the question to their satisfaction – remember this is not the same as providing them with the answer they wanted!
Thank the individual for their question and interest.
Auditing your listening skills
Below is a quick guide to
identifying if you are a good or bad listener. To improve your skills apply the
rules and avoid the negative behaviours, or at least be conscious of them.
Key listening rules
The bad listener
The good listener
Try to identify areas of common interest or
ground
Rejects boring subjects
Asks ‘What’s in it for me?’
Assess the content of what is said and not just
the delivery
Rejects message and information if the delivery
is poor or distracting
Listens for content. Able to overcome errors and
mannerisms
Don’t evaluate too quickly what is said
Argues
Clarifies before commenting
Listen for any ideas that may lie behind what is
being said
Listens only for facts, concepts or feelings
Listens for issues and themes behind the details
Avoid external distractions
Is easily distracted
Fights or avoids distractions, tolerates bad
habits and knows how to concentrate
Exercise your brain when faced with something new
or difficult
Rejects/refuses difficult materials
Views complex material as a chal-
lenge/opportunity to learn
Try to stay open- minded
Rejects emotional words or issues
Interprets emotionally charged words or
statements. Does not ignore them
