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1.3 ACTIVE LISTENING
Active listening is a crucial skill in professional settings, as it enhances communication, strengthens
relationships, and improves productivity. It plays an important role at workplace due to following reasons:
Enhances Understanding: Active listening helps employees and employers understand instructions,
feedback, and concerns clearly, reducing miscommunication.
Builds Stronger Relationships: Paying attention and responding thoughtfully fosters trust and
collaboration among colleagues.
Boosts Problem-solving: Listening carefully allows individuals to analyse issues effectively and provide
better solutions.
Increases Efficiency: When employees listen attentively, they complete tasks accurately, minimizing
errors and the need for repeated instructions.
Encourages Respect and Teamwork: A workplace culture that values listening promotes respect and
cooperation among team members.
Steps to Active Listening
Active listening is an art that combines the desire to understand with the ability to support and empathise
with the speaker. It can have an impact on your job effectiveness, quality of your relationship with others and,
as a result, your general well-being. Active listening enables you to comprehend the issues and contribute to
developing solutions.
The following are some of the factors that influence active listening:
Eye Contact: Eye contact is a crucial aspect of active listening as it helps establish engagement, trust,
and understanding between the speaker and listener. Maintaining appropriate eye contact shows
attentiveness, conveys respect, and encourages open communication. It also helps the listener interpret
non-verbal cues such as facial expressions and emotions, leading to better comprehension. Balanced
eye contact prevents distractions and reassures the speaker that their message is valued. However,
excessive eye contact may feel intimidating, while too little can appear disinterested. For example, in a
classroom, when a student maintains eye contact with the teacher while they explain a concept, it signals
interest and understanding, encouraging the teacher to elaborate further. Striking a natural balance
by maintaining steady but comfortable eye contact enhances effective communication and fosters
meaningful conversations.
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