Unfortunately, if you identify with these managers, you are probably a passive listener; that is, you are available and accessible to your employees. Certainly, availability is important, but as a manager, you need to go further. You need not only to provide others with the opportunity to speak but also to work on understanding, interpreting, and showing interest in what is being said. That is what is meant when we use the term active listening.
In Communicating Up, Down, and Sideways, I point out that you shouldn’t dominate conversations by interrupting others when they speak. Let me add here that, occasionally, interrupting a speaker is acceptable to make sure you understand what is being said. Clarifying your understanding is one aspect of active listening. Restating major points that a speaker is making is another.
Remember, too, the important thing is that the employee get the message across. So if a staff member needs help in articulating a problem or offering a solution, then you should be willing to give it. For instance, let’s assume that one of your employees, Chris, has a concern about a plan you want implemented. She’s nervous to share her concern with you, and consequently, she becomes tongue-tied and rambles. You can help Chris get back on track with a statement like, “Mikzo, you mentioned there were three things that were bothering you. I understand now about one and two. Could you tell me about the third problem?”