In this section we focus on listening.

Listening takes up a great deal of our time, especially at work.  Research shows that managers spend between 50% and 80% of their time communicating with people:  staff, customers, suppliers and bosses – informally in casual conversations and formally at interviews, meetings and other interpersonal situations.

One researcher has suggested that the average breakdown of communication is:

			Writing 9%
			Reading 16%
			Speaking 30%
			Listening 45%

Despite this emphasis it has been found that 75% of oral communication is lost, ignored, or misunderstood and the remaining 25% is forgotten within weeks.  Given these sorts of figures (which have been proven in research), it makes sense for managers to pay attention to their listening habits.

Listening is an active process and we must consider both the context of the process and the verbal and non-verbal clues given by the sender.

Listening in an interpersonal situation is one of the most difficult communication tasks of all.  Why is this?  It involves a sequence of five activities:

1. Listening to what has been said
2. Assessing what has been said
3. Planning your response
4. Rehearsing your response (in your mind)
5. Responding

And while you are going through this sequence the others involved will still be talking.

To listen attentively you should:

			Be attentive
			Listen for key words
			Use the pause to collect your thoughts
			Summarise to check your understanding of what is being said
			‘Hear’ what has not been said
			Pick up ‘hooks’ (clues) from the conversation
			Maintain eye contact with others involved
			Use nods, smiles and other empathetic mutterings to encourage others to share their ideas with you
			Maintain an interest in what is being said
			Handle your own ‘mental chat’
			Take notes