What if you disagree or the individual is saying something that isn’t new to you? Regardless, let the person finish. More important, listen to what is being said. Don’t tune them out while thinking about your response. Don’t assume that you know what’s coming next—you could miss some important information. Instead, focus on what’s being said. Smile. Nod. From time to time, make encouraging comments that show you are interested and are actively listening (e.g., “Right,” “Yes,” and “Sure”). If you are preparing a response instead of listening, you are not giving your full attention to the speaker.
At regular intervals, summarize the points being made. Review what you have understood so far. This ensures that everyone has the same understanding at the same time. “So, Chris, we’ve agreed that you will go on the Internet to check out training organizations that can come on-site and give our unit the training it needs, right?”
What if you aren’t following what is being said? If you need repetition, further explanation, or extra information, don’t hesitate to ask for it. Whether you are speaking with a subordinate or with a supervisor, ask the person to clarify their comment. “Can I just check this out with you? It seems like you’re saying. . . ,” or, “I’m not clear on this. Can you go over it again for me?” or, “Let me make sure I understand. You want me to add several thousand dollars to the budget to help us finance new programs, despite the tight financial constraints we’re operating under. Is that right?” Take responsibility for finding out the things you need to know, and listen to the answers you are given. If you think your message might have been misunderstand, you might tell the other party, “I can’t have explained myself clearly. What I wondered was. . . .”
If you question and clarify what the other party has said, your effort at clear, two-way communication should be respected. If you don’t raise questions despite confusion, you might either lose a good idea or make a serious management mistake. Either one will cost you.