My daughter Gabriela is on her journey towards getting her Masters Degree in Mental Health Counseling. We often engage in great conversations about human psychology. It is fascinating the amount of new knowledge I am gaining while listening to her passionately talk about this subject. Days ago, she shared with me that as an integral part of being successful in her career, she needs to first get to know her/his client very well. Asking the right questions and listening to client's responses is a critical step in the process of getting to know the client and what is going on in his/her life.
I just learned from her the fact that the word LISTEN has the exact same six letters as the word SILENT, isn't that interesting? In today's dynamics, it is imperative that leaders and business owners incorporate coaching skills in our roles. The traditional techniques from the last century are no longer enough to connect with others. With so many distractions and options, most individuals don't have the time to evaluate all the options out there in the marketplace. Therefore, those who really pay attention to clients, engage in a communication process that allows them to listen to needs and wants from their clients. This allows them to also come up with the right solutions.
As a leader, when you are wearing your "Coach Hat", listening is key to building rapport and to foster such a dialogue, whereas Active Listening sends the message that we really care, we understand and we know what our client or team member is going through. Active Listening is putting aside any judgmental approach, a structured way of being engaged in a dialogue, avoiding other thoughts, by listening and responding accordingly. It is when you focus on the speaker to a level where you can re-frame back and say what you believe you just heard. You can develop active listening skills when you are attentive, when you let go your own agenda, not distracted and thinking about others things, trying to guess what they are just about to say next.
On the other hand, the word SILENT makes me think of being fully present, making eye contact, offering interest, providing attention to what is being said, and asking questions that imply we are in fact listening. Putting our electronic gadgets aside, silencing them and avoiding multitasking during such an important process. Whether is face-to-face interaction or over the phone, LISTEN and actively ask questions that make your client feel you are indeed paying attention.
After all, we we listen, we respect others and what they have to say.
Think about three questions your team members, clients and customers may have in the back of their minds every time you are interacting with them:
Do you care for me? Can you help me? Can I trust you?
