Listen - Back To Basics | Sales Improvement Articles

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Listen! - Back To Basics

If you accept, as we said last month, that “listening is not doing anything that interferes with seeing,”
you must take a critical look at everything you normally do when you think you are listening. Much of
what we’ve been taught about good listening habits just isn’t true.

Most of us are aware that if our minds are wandering when someone is speaking, we aren’t really
listening. If we are thinking ahead, reacting to something the speaker has said, we can’t possibly listen
to what the speaker is currently saying. If we are busy formulating questions to ask while the speaker is
talking, we are thinking about our questions, and we aren’t really listening. This seems obvious; But
what about taking notes and some other activities we’ve been told helps us to listen?

When you take notes during a sales call or during a business meeting, I guarantee that you are missing
out on a significant part of the human listening and communication process. First, you cannot write fast
enough or accurately enough to capture all the speaker’s words or reflect exactly what the speaker says.
Second, taking notes requires effort and activities that detract from pure listening. Finally, to miss a
speaker’s candid facial expressions, the signposts of emotions, robs you of a crucial part of the
communication process. Although well intentioned teachers taught us that taking notes ensures that we
will capture what is said during meetings, note taking actually inhibits effective listening.

Many of us may also have been taught that to be perceived as good listeners we must make a sincere
effort to appear attentive when someone is speaking. We might have been advised, for example, to lean
forward, and to stare intently into the eyes of a speaker, or to defy gravity by twisting ourselves up into
contorted positions – all intended to scream that we are listening! But in the making of the effort to do
all this we divert attention from the speaker and instead devote some concentration to our efforts. Again,
we aren’t truly listening.

So, if you find yourself interrupting a speaker, recognize that you had already started the thinking process
that resulted in the interruption. When you observe yourself taking notes, realize that while you are writing,
you may be missing some of the most important components of the communication process, the visual cues telegraphed by the speaker that may reveal underlying emotions. And if you become conscious that you are making some effort to impress a speaker with your listening skills, recognize that those efforts interfere with complete listening.

If you are convinced that multi-tasking – doing any two or more things at the same time – divides your
attention and prevents effective listening, you will want to get back to the basics of listening immediately.
Before you can get back to basics, however, you might want to go beyond the superficial to understand
what, more than anything, prevents real listening. Next month we will explore “listening through a
screen, darkly.”

About the author: Steve Chriest is the founder of Selling Up™ (www.selling-up.com), a sales consulting
firm specializing in revenue and sales improvement for organizations of all types and sizes in a variety of
industries. He is also the author of Selling The E-Suite, The Proven System For Reaching and Selling
Senior Executives and Profits and Cash – The Game of Business. You can reach Steve at
schriest@selling-up.com.