Practicing Active Listening for Conflict Resolution

Active listening is a key communication skill that involves absorbing the information someone shares with you, and reflecting back—through questions and your body language—that you heard them. Active listening is considered a valuable workplace skill because it can often lead to clearer communication and build more effective relationships with your colleagues, manager, and clients. As with any skill, you can improve active listening with practice and by approaching conversations with greater intentionality.

Four Types of Active Listening

There is more than one way to listen, and each approach serves a distinct purpose that can significantly enhance our communication skills and interpersonal relationships. The four primary types of active listening are critical, empathetic, comprehensive, and appreciative listening, and each reflects a unique goal and method of engagement with the speaker.

Critical listening

Critical listening is a form of listening that goes beyond merely hearing the words spoken; it involves analyzing and evaluating the information being shared. The listener engages with the content critically, assessing its validity, relevance, and implications. This type of listening is particularly important in situations where decisions need to be made based on the information presented, such as in debates, business meetings, or academic discussions. The listener asks questions, identifies biases, and considers various perspectives to form a well-rounded opinion. By honing critical listening skills, individuals can become more discerning consumers of information, enabling them to make informed choices in their personal and professional lives.

Empathetic Listening

In contrast, empathetic listening focuses on understanding the emotions and feelings of the person communicating. This type of listening requires the listener to put aside their own thoughts and judgments to fully immerse themselves in the speaker's perspective. Empathetic listeners strive to connect on a deeper emotional level, validating the speaker's feelings and experiences. This approach is particularly beneficial in personal relationships, counseling, and conflict resolution, as it fosters trust and openness. By practicing empathetic listening, individuals can create a safe space for others to express themselves, leading to stronger relationships and greater emotional intelligence.

Comprehensive Listening

Comprehensive listening is often employed in educational contexts, such as when attending lectures, listening to podcasts, or participating in training sessions. The goal of this type of listening is to grasp and retain information, allowing the listener to learn new concepts and expand their knowledge base. Comprehensive listeners actively engage with the material by taking notes, summarizing key points, and asking clarifying questions. This method is crucial for academic success and professional development, as it enables individuals to absorb and apply new information effectively. In a world where continuous learning is essential, mastering comprehensive listening can significantly enhance one's ability to adapt and grow.

Appreciative Listening

Lastly, appreciative listening is characterized by the enjoyment and appreciation of the auditory experience. This type of listening is often employed when engaging with art forms such as music, poetry, or motivational speeches. The listener seeks to find pleasure and inspiration in what they are hearing, allowing themselves to be moved emotionally. Appreciative listening can uplift spirits, motivate individuals, and foster a sense of connection with the speaker or artist. Whether it’s the soothing sounds of a favorite song or the powerful words of a speaker, this form of listening enriches our lives by providing moments of joy and reflection. In summary, understanding the various types of listening—critical, empathetic, comprehensive, and appreciative—enables individuals to engage more effectively in conversations and interactions. By recognizing the distinct goals and methods associated with each type, one can adapt their listening style to suit different contexts and enhance overall communication skills. This awareness not only improves personal relationships but also contributes to professional success and personal growth.

Benefits of Active Listening

The practice of being more conscious while listening can benefit your career. In your day-to-day conversations with colleagues, in networking, and in sustaining genuine connections as a manager, listening makes people feel heard. Empathy, the basis of active listening, is crucial in building meaningful relationships. Active listening can even help you manage your emotions, retain data and information better, and resolve conflicts.

Demand for social and emotional skills, including active listening, is projected to grow by 14 percent across all industries in the US leading up to 2030, according to McKinsey. Further, research suggests that good interpersonal skills are a strong predictor of workplace success overall due to the link between team effectiveness, empathy, and inclusivity. With active listening, we demonstrate concern, and we demonstrate interest in other people and their ideas, and we can actually shift emotions and how people are feeling.

As the other party shares their views, engage fully in the conversation. Show you are listening by nodding and maintaining eye contact. For example, you might say, “What I think I hear you saying is…” This not only validates their feelings but also clarifies misunderstandings.

7 Steps of Active Listening

7 techniques to practice utilizing active listening:

1. Focus on the intent and purpose of the conversation. Active listening begins with an intent to be conscious and receptive to the other person—including the intent and purpose of the conversation—in order to truly understand and empathize with them. Incorporating mindfulness into active listening means that the speaker has your full attention. Being mindful generally means being respectful and aware of the present moment. No daydreaming, no interrupting, and no thinking about what you're going to say in response. Instead, take in the content and purpose of their words and body language. That way, you and the speaker build an authentic connection.

2. Pay attention to body language. Much of communication relies on the nonverbal. In fact, in face-to-face conversation, communication is 55 percent nonverbal, 38 percent vocal, and 7 percent words, according to researcher Albert Mehrabian. Body language refers to the conscious and unconscious gestures and movements that express or convey information. It can include facial expressions, posture, hand gestures, eye contact or movement, and touch. When listening to others, consider what your body language says. Nodding your head, making eye contact, or smiling (if appropriate) are excellent cues to show that you're paying attention.

3. Give encouraging verbal cues. Verbal cues are responses a listener may express to show they understand what's being shared, such as replying “yes, I see,” or “mmhmm,” or “I understand.” These are often used alongside gestures and expressions, such as smiling or nodding. In turn, the speaker might give verbal cues when they want the listener to pay extra attention, like speaking more slowly or loudly to emphasize certain points, stressing certain words, using a different tone of voice, or pausing. In that silence, they might expect a response from their listener.

4. Clarify and paraphrase information. Sometimes, it is not enough to nod and maintain eye contact in a conversation. In the workplace, you might have doubts about whether your mind grasped the full picture. Clarifying and paraphrasing the information back to the speaker can help both of you fill in any gaps in understanding. Paraphrasing information can help you ensure that you have completely and accurately understood what the other person is trying to communicate.

5. Ask questions. Asking questions can eliminate confusion. You may think you have processed most of what they said, but you still have questions. By asking clarifying questions, you ensure you have heard the correct information. As an active listener, you can also demonstrate interest by asking questions. Asking an open-ended question can encourage the speaker to elaborate on an important or interesting idea. It also shows that you have been listening attentively up to that point, and you want to know more. This can nurture a bond between the speaker and listener.

6. Refrain from judgment. When practicing active listening, it is important to remain open, neutral, and nonjudgmental. What’s so wonderful about taking the steps to become a better listener is that you can engage with new ideas, perspectives, and opportunities that you may never have accessed previously. Withholding judgment, avoiding criticism, and approaching each conversation with an open mind can open many doors.

7. Summarize, share, and reflect. Toward the end of your interaction, make sure you end on a high note. Share a quick summary or a few notes about what the speaker said. If prompted, give your thoughts and opinions in a way that demonstrates you have digested the information. In informal settings, sharing thoughts and feelings may lead to deeper and more meaningful conversations.

After the interaction, it is important to take a moment to reflect on what you have learned from the experience. This reflection can serve as a valuable tool for personal growth and understanding. You may find that you have strong feelings or ideas that need to be processed, analyzed, or articulated in writing. Taking the time to jot down your thoughts can help clarify your emotions and insights, allowing you to better comprehend the nuances of the interaction you just experienced. Consider the various aspects of the interaction that stood out to you. Did certain comments resonate deeply, or did you find yourself challenged by differing perspectives? Reflecting on these elements can lead to a richer understanding of not only the situation but also your own beliefs and values.

Additionally, you may feel inclined to share your reflections with someone else, such as a teacher, colleague, or friend. Engaging in a dialogue with another person can provide new perspectives and insights that you may not have considered on your own. This exchange can deepen your understanding and allow you to process your thoughts more effectively. Feel free to reach out to them after the initial interaction. Whether through a casual conversation, a more structured discussion, or even a written message, sharing your reflections can enhance your learning experience. It can also foster a sense of community and support, as you navigate your thoughts and feelings with someone who may offer guidance or simply a listening ear.

In summary, taking the time to reflect on your learning after an interaction is a crucial step in the learning process. It encourages you to engage with your thoughts and feelings, leading to greater self-awareness and a deeper understanding of the subject matter at hand. Don't hesitate to connect with others to enrich this reflective journey, as collaboration can often illuminate paths of understanding that you might not have discovered alone.