Listening skills are key to interpreting a message effectively. Active listening is as much about interacting with the originator of the message as it is about just opening our ears.
Effective listening promotes internal communications within an organisation, encourages customer interaction which can enhance satisfaction with goods and services and can help an organisation to truly understand its market and customers.
The image above shows the attributes of effective listening. Using different questioning styles encourages conversation and ensures facts are determined. Clarifying, probing and reflecting all show the speaker that the listener is engaged in the conversation or presentation and is assimilating the newly acquired information. Open body language shows that the listener is attentive and open to receiving information from the speaker. Avoiding prejudice, interruption and distraction all ensure the message can be delivered as intended and interpreted as quickly and clearly as possible.