Isn't it funny that we often only pick up what we want to hear and sometimes only listen with half an ear? A lot of misinformation is spread this way.
Overheard in the library
Man: Have you any local information on psychopaths in the area
Librarian: Oh I am afraid we don't keep that information here!
Man: Oh I thought you would, being an information service! I am really interested in the local area and in particular the location of psychopaths.
Librarian: Look I've told you, we would never stock that information here and I am afraid I am going to ask you to leave.
Man: (muttering 'some library this!as he puts on his cycle clips)
The above was a true story! Working with the public and getting to the root of an enquiry relies heavily on us being able to listen and work out what is being asked of us. Listening skills are probably the key to good customer service.
For years I thought that the NYPD Choir were singing 'Go away' (Fairytale of New York) and my better half always thought that REM were singing that it was the greatest thing since Britney Spiced??? instead of Bread came sliced in 'Imitation of Life'.
In the past I failed in quite a few interview situations too, when I did not listen to the question properly therefore didn't answer it effectively. Now as an interviewer I see this is a common failing. I will often repeat the question if I think someone is off on a tangent.
There is a statistic somewhere on speaking and listening and percentages of each. I know that while mentoring the mentor listens 90% of the time, speaks 10% of the time. Mentor/mentee relationship always makes me think of psychology and the psychologist's relationship with their client. Often while mentoring the first 15 minutes is taken up with the mentee getting whatever is bothering them off their chest. This is fine with me. It relaxes the mentee so that after that initial burst they are more receptive and can think clearly. A productive session will follow.
In conversation with colleagues when I have a problem or thinking through a new project, at some point I will have a lighbulb moment. I will thank said colleague for coming up with a great idea only to be told it was my idea!??! Quite often I merely need a sounding board to bounce ideas off and don't realise that I have been doing most of the talking. Listening skills are so productive and a good listener is a great friend and colleague to have indeed!
further information:
www.mindtools.com/CommSkll/ActiveListening.htm
