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Active Listening
Active listening uses focused attention, clarification and reflection to understand a speaker and check that their message was heard accurately.
Active listening means giving a speaker focused attention, working to understand their message, reflecting or clarifying what was said, and retaining the information. It involves more than waiting for a turn to respond.
In a property-service conversation, an example is summarizing the concern in your own words and asking whether you understood it accurately before proposing a next step. Clarifying a message does not require agreeing with every statement.
Source: Center for Creative Leadership: Active Listening Techniques.
Frequently Asked Questions
What does active listening look like in a service conversation?
Let the speaker finish, ask a clarifying question where needed, and summarize the key concern so they can confirm or correct your understanding. These are examples of the listening practices described by CCL.
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