Listening – Workplace Communication Problems

Better listening can improve workplace communication problems.

To communicate well and wisely, sometimes employees need a little coaching.   Work is full of distractions, different personalities and challenging situations.  It can be hard to hear and absorb everything that is going on in the workplace.  Helping employees better focus and understand how to behave during interactions with others can result in positive outcomes like better staff and client relations and more productive work. 

People watch, listen and express themselves when communicating by using personal tools like body language, voice volume & tone, and facial expressions.   A smile, a calm voice and a non-threatening stance are powerful things when trying to deliver a message effectively. Managers should reinforce with staff the importance of taking the time to listen and observe attentively when some one is talking. 

Training should focus on what to do and listen for when interacting with others.  With minimal cost, employers can help staff develop listening skills and improve communication.  Role playing activities or videos can help individuals become more aware of how poor listening can negatively impact others during conversations.  

The easy to remember customer service acronym – H E A T – can also be a helpful training tool to improve communication  skills at work.

H – Hear the person

• Just listen.  Don’t interrupt or rush the person.
• In your own words, “re-state” what you think is the problem. 
• Acknowledge feeling of anger or distress.  Try to truly understand the speaker’s concern.
• Make sure you have privacy and personal space, if necessary. 

E – Empathize – analyze the situation.

• Don’t argue or personalize the issue (it is not about you). 
• If the person is angry, politely ask them to calm down so you can help.
• If the person repeats their concern several times say “I think that I understand the problem well enough now. Let’s find a solution”.
• Be respectful and treat them as an equal. 

A – Apologize – If a problem exists say, “I’m very sorry to hear this”.

• Providing an apology does not imply guilt. You are simply acknowledging their feelings.
• If the person misunderstands your intentions, say ‘I’m sorry that I wasn’t clear enough. I would like to help.  Let try this again”.

T – Try to Resolve – develop an action plan.

• Take action and say “What can we do to resolve this?”  “How can we work together?” 
• Educate them so they understand.  Perhaps they just “didn’t know”.   Confirm they understand. 
• Don’t make promises you can’t keep & be realistic with time lines .
• Don’t speak for other departments or offices.

Many simple training methods can be used to fix communication problems at work. Talk is cheap but potentially damaging for businesses if it isn’t done well.  It is important employers observe and listen to interactions in the workplace and take action to develop communication skills among staff.