This is a great article by Global Knowledge.
As the leader, a major part of your effort should be to listen to your staff. Your communication skills are the key!
How can you listen better? First, stop talking. Concentrate on what is being said and don’t argue mentally or plan your next comment. Watch your body language, and make sure you put the speaker at ease and react appropriately (empathy, nod, eye contact). Do not stop listening until they stop talking. Avoid making assumptions, and listen for main points and supportive evidence. Remember, you share responsibility for the success – or failure – of the communication.
A useful tool for giving your fellow employees feedback is the basic feedback model. First, you describe a specific behavior that can be objectively verified by others (so it is not just your opinion), then you list its impact on you or the group. Then make a request to see what can be done to solve the problem. Always remember during the feedback process that active listening skills are very useful.
- Behavior description:
- “When you said (say)…”
- “When you did (do)…”
- Feelings (optional):
- “I felt (feel)…”
- Impact:
- “As a result …”
- Request:
- “Can we discuss it?”
- ”What can we do to resolve this?”
- “Was that your intention?”
This article was originally published in Global Knowledge’s Business Brief e-newsletter. Global Knowledge delivers comprehensive hands-on project management, business process, and professional skills training. Visit our online Knowledge Center at www.globalknowledge.com/business for free white papers, webinars, and more.
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