Active Listening

Active listening is one of the most important skills in effective communication. It helps build strong relationships and fosters meaningful conversations.

1. Understanding Active Listening

When someone shares a story, how do you react?

• Do you immediately think about how it affects you?
• Do you put yourself in their shoes and empathize with them?
• Do you show an emotional response through body language?

2. Levels of Listening

There are different levels of listening, and as an Agile project manager, you should aim to be at level 2 or 3.

• Level 1: Self-Focused Listening - Thinking about how the conversation affects you rather than the speaker.
• Level 2: Empathetic Listening - Understanding the speaker’s emotions and concerns.
• Level 3: Global Listening - Fully engaging with the speaker, showing both verbal and non-verbal emotional responses.

3. The Impact of Poor Listening

Poor listening can create barriers in communication:

• Users and team members may feel ignored.
• Collaboration and trust may decrease.
• Project outcomes can suffer due to misunderstandings.

Example:

Imagine a team member is sharing a concern about a project delay.

• Level 1 Response: "How does this affect my work?"
• Level 2 Response: "I see, that must be frustrating. Let’s discuss a solution."
• Level 3 Response: "I completely understand. Let’s work together and find a way to get back on track!"

Outcome: The higher the listening level, the stronger the relationship and communication.

4. The Power of Global Listening

When people see that you are actively engaged, they feel valued and heard. Characteristics of a level 3 listener:

• Shows enthusiasm and excitement in the conversation.
• Uses body language to express emotions.
• Encourages open communication and collaboration.

5. The Role of Emotion in Active Listening

When you actively listen, you mirror the speaker’s emotions:

• If they are excited, you show excitement.
• If they are concerned, you express understanding.
• When they achieve success, you celebrate with them.

Conclusion

Active listening is about truly hearing and understanding others. The more engaged you are in a conversation, the more trust and collaboration you build.

Next Steps

Let’s explore how to apply active listening techniques in Agile project management.