Hear what your employees are really saying
Most of us now know of the Gallup poll that says the number one reason people leave their job is because of a poor relationship with the boss. “People leave managers not companies…in the end, turnover is mostly a management issue.” Gallup adds that poorly managed work groups are on average 50 percent less productive and 44 percent less profitable than well-managed groups. There is a long list of “bad boss” behaviours that contribute to poor but, the most common complaint is, “My boss doesn’t listen to me.”
The way to become a better listener is to practice "active listening". This is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, try to understand the complete message being sent.
In order to do this you must pay attention to the other person very carefully and take the following steps:
L: Look – make eye contact.
I: Inquire – Use who, what, where, when and why questions but do not make any personal comments or provide advice, just listen.
S: Summarise - Summarise what the employee has said in your own words. So what you are saying is…. This shows you are listening and allows the employee to clarify the situation if you have misunderstood.
T: Take notes
E: Encourage - Encourage them to explain the problem fully by using head nodding etc.
N: Neutralise – Neutralise your feelings towards the employee. Listen to the content of what they are saying and seek understanding of what they are trying to say.
The way to become a better listener is to practice "active listening". This is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, try to understand the complete message being sent.
In order to do this you must pay attention to the other person very carefully and take the following steps:
L: Look – make eye contact.
I: Inquire – Use who, what, where, when and why questions but do not make any personal comments or provide advice, just listen.
S: Summarise - Summarise what the employee has said in your own words. So what you are saying is…. This shows you are listening and allows the employee to clarify the situation if you have misunderstood.
T: Take notes
E: Encourage - Encourage them to explain the problem fully by using head nodding etc.
N: Neutralise – Neutralise your feelings towards the employee. Listen to the content of what they are saying and seek understanding of what they are trying to say.
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