The neglected half.
WHY IT MATTERS
Most misunderstandings originate in poor listening, not poor speaking.
WHAT POOR LISTENING LOOKS LIKE
Waiting to speak Formulating a response while they talk Interrupting Assuming you know the point
WHAT GOOD LISTENING REQUIRES
Attention Letting people finish Asking rather than assuming
WHAT TO DO AFTER SOMEONE EXPLAINS SOMETHING
Restate what you understood.
WHY
It surfaces misunderstandings immediately.
WHAT THAT SOUNDS LIKE
So the problem is that the invoices are going to the wrong address, and it started last month.
WHAT TO ASK
Open questions, where you need to understand.
WHAT AN OPEN QUESTION IS
One that cannot be answered yes or no.
WHAT TO AVOID
Leading questions that suggest the answer Several questions at once
WHAT TO DO ABOUT SILENCE
Allow it.
WHY
People frequently add the most important thing after a pause.
WHAT TO NOTICE
Hesitation What is not said Words repeated
WHAT TO DO IN DIFFICULT CONVERSATIONS
Listen longer than feels necessary.
WHY
Being heard resolves more than being answered.
WHAT TO DO IN MEETINGS
Take notes on what others say, not only your own points.
WHAT TO PRACTISE
Asking one more question before responding.
