What does ‘listening to understand’ really mean?

Let’s take a step back and appreciate the context in which we ask are confronted with this question. As a small business, we tend to think of internal communication as relatively straightforward- after all, with only 4 of us in the office, a simple announcement can be made while making the morning coffee.  Hence, when we were forwarded an article on ‘Five Relatively Simple Internal Communication Ideas To Improve Organizational Culture’, we approached the information skeptically. However, by the time we read through the article, we realised how our narrow knee-jerk response limited our learnings.  This was underlined by the last idea identified- ‘remember to listen to understand rather than listen to respond.’ Beyond the importance of internal corporate communications, this principle is the linchpin of collaborative effort and innovative work.

52% of people claim they experience additional stress due to miscommunication (The Economic Intelligence Unit, 2018). Expanding on the concept of listening to understand, we wanted to examine the importance of this in regard to developing relationships in environments were people come from a wide variety of different backgrounds. Often, in such circumstances, it is more difficult to stretch your personal understanding. Your team or client have likely encountered drastically different experiences which shaped their perspective on issues. It is especially important to develop this skillset in the cosmopolitan environment of the UAE, a melting pot of culture and perspective. Regardless, the tool outlined below will provide you clear methods to ‘listen to understand’ in every situation. If you have felt the intense frustration which arises from clear miscommunication, or worse, the stress of problems which snowball when you fail to understand that miscommunication has taken place, this article will help.

Think of Communication as a Process

Applying such systematic thinking to the human abstractness of communication may sound odd, but a process framework is invaluable. While we don’t advocate a formulaic conversation style to understand your conversation partners, process thinking illustrates a key tenet of communication – communication is two-way. If you are busy formulating a fantastically clever response to a point being made, you are not listening. Without realising, you are blocking a key part of the process flow by denying the input of necessary information for productive problem solving.  Remember a necessary step of each process is the feedback loop which confirms that your objectives are (or aren’t!) being met. In communication, this includes listening to the recipients of your message. Communications requires confirmation of comprehension!

Think of Communication as a People Skill

Communication, regardless of how it adapts around technological advancement, is dependent on human understanding and interpretation. Being conscious of verbal and non-verbal communication is crucial for a wholistic understanding of communications. Employ active listening skills to engage with the content shared- pause and process the information before responding.

Consider how you frame your communication and what this indicates to the intended receiver. Does your communication require an answer? Do you need an action to take place urgently? Be aware of the communication style and method you are choosing for your message as this will impact how someone will interpret what is being communicated.

Cross-cultural communication is also a key consideration, especially in the melting-pot that is the UAE workforce. Understanding how to unify and align your teams whilst considering their differences is crucial. This is where impartial third-party perspectives can be so helpful. It’s hard to see your successes and your mistakes when you’re so close to them! Conducting a comprehensive review of the cultures within your organisational culture and the organisational culture itself is the easiest way to identify and understand what your business will look like in 6 months’ time.

Ask the ‘Stupid’ Question

Prioritise clarity and communication over ego. Have you sat in a meeting, looked around to the entire team nodding along, and felt completely lost? Simon Sinek encourages everyone to ask questions which may seem stupid to facilitate understanding and critical thinking.  By prioritising clarity in communication, you’re likely benefitting multiple people across the organisation, not just yourself. Additionally, encouraging questioning and understanding will support an open culture. This will help breakdown communication siloes and the sharing of information across teams.

Your organisational culture is a crucial indicator of organisational health. Communication is one of the clearest measures of your culture. Take the opportunity to instill positive communication tactics at every level of your organisation and prepare to reap the rewards. From increased employee retention, innovative ideas, and improved employee engagement to the external benefit of improved client relations- communication really is key.

For support in aligning your people with your communication processes, reach out via action@identifyaction.com or visit www.identifyaction.com.

Sources

https://www.forbes.com/sites/forbescommunicationscouncil/2021/03/15/five-relatively-simple-internal-communication-ideas-to-improve-organizational-culture/?sh=12dd024378a6

https://www.clomedia.com/wp-content/uploads/sites/3/2018/05/FINAL_EIU_Lucidchart_March2018.pdf