Be A Leader. Listen Up.
 By Terry M. Blair

You might think that your abilities to close deals or hire the right employees are the top skills you need to succeed as a small-business owner. But you might be wrong.

Your success as a leader – in your industry and in your own company – could hinge on your ability to listen.

The International Listening Association (ILA) cites research which clearly shows that listening is tied to effective leadership.

So, are you flexing your leadership muscles by listening carefully to clients and employees? Test yourself against this research from the ILA.

• Leaders give good attention to the speaker by looking the speaker in the eye

• Leaders paraphrase the speaker to ensure understanding of the speaker’s message

• Leaders are able to relate accurate messages to a third party, which shows that they listened to and remembered what the original speaker said

• Leaders listen with an open mind by not becoming emotional or defensive

• Leaders can listen to a speaker and be respectful by not betraying the confidence of the speaker when asked to do so

If your listening skills aren’t measuring up, here are six steps you can take to improve your abilities.

1. Look ’em the eye
Making and maintaining eye contact will help you focus your full attention on the person who’s speaking. If you notice your eyes wandering, your attention is probably slipping too. Focus on the conversation.

2. Hold that thought
The ILA reports that the average person talks at a rate of about 125 to 175 words per minute. But, we listen at a rate of up to 450 words per minute. That means your brain is processing information even before the speaker is finished.

No wonder we’re tempted to interrupt with comments or questions. Resist the temptation. Let the speaker finish before you inject your own thoughts and words.

3. Listen to more than words
The ILA cites research showing that only 7 percent of a spoken message is conveyed by words. Fifty-five percent of meaning is translated non-verbally; 38 percent is indicated by the tone of the speaker’s voice.

So, if you only listen to the words being said, you’ll miss a lot of the message.

Watch body language. Is the speaker relaxed and smiling, indicating that she feels confident and comfortable about what she’s saying. Is the speaker sitting with his arms crossed over his chest, in a defensive position?

And what about tone of voice? Is your employee speaking in barely a whisper, indicating that he’s uncomfortable with the topic at hand? Is a customer complaining too loudly, showing that she’s getting angrier by the moment?

Every clue you can pick up will make you a more effective listener.

4. Analyze the message
Some people have difficulty organizing their thoughts. When they speak, they ramble. They seem to talk all around the main point without getting to the meat of the matter.

Be patient and listen for the big message the speaker is trying to convey. When it’s your turn to talk, ask questions to help the speaker pinpoint his or her message.

5. Give feedback
When the speaker is finished, it’s your turn. Don’t mess up the opportunity.

First, make sure you fully understood the speaker by reiterating the main points of the conversation. This gives the speaker the chance to correct any misunderstandings or to provide you with additional information.

Next, ask questions. This gives you and the speaker the opportunity to clarify points in the conversation and delve deeper into the big issues.

6. Wrap it up
Remember: You’ve just had a conversation. Thank the other person for his thoughts. Tell her you appreciate her time. Be sincere. Demonstrate your leadership skills by being gracious.

(Posted December 2006)

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