As a follow up to working with challenging clients this summary will focus on LISTENING.

If there is one communication skill you aim to master, let it be listening.  Good communication can lead to better customer satisfaction, more productivity, fewer mistakes; sharing information can lead to improved creativity and collaboration.

Be aware that we listen through our own interpretations.  This means you have your own filters, bias, beliefs, defenses, and historical perspective, of which we are not very good observers.  These are often the cause of misinterpretation of the message someone is trying to send you.

Look for themes when listening and find a way to connect with the speaker.  You want them to feel heard and validated.  Further, your nonverbal communication should reinforce what is being said.  So avoid crossing your arms, looking away, tapping your feet, or a negative facial expression.

Really want to challenge yourself to improve?  Seek out feedback.  Ask your family, friends, coworkers how they sincerely view you as a listener.  Ask people you know love you enough to tell you the truth.

Tips for Listening:

1. Stop talking
2. Put the speaker at ease.
3. Show them you want to listen.
4. Remove distractions.
5. Empathize with them.
6. Be patient; don’t interrupt.
7. Hold your temper.  Provide a permissive environment.
8. Go easy on arguments or criticism.
9. Inspire openness by asking questions.
10. Summarize and repeat back to them what you heard them say before adding your point.