Lesson 5.1
Listen Before You Respond
Estimated time: 6 minutes
Many communication problems begin because people are preparing their reply while the other person is still speaking.
They hear enough to react.
But not enough to understand.
Listening professionally means paying attention to:
- what was said
- what was actually requested
- important details
- questions that need clarification
- what action is expected
Scenario
A supervisor says:
“Please call the supplier and confirm whether the 20 cartons can arrive before Friday. If not, ask what quantity they can deliver.”
The employee hears:
“Call the supplier.”
He calls and asks:
“Are you delivering?”
The supplier says yes.
The employee returns:
“They said they are delivering.”
But nobody knows:
- whether all 20 cartons are coming
- whether delivery is before Friday
- what happens if the full quantity is unavailable
The employee heard words.
He did not capture the full instruction.
A Simple Listening Habit
Before acting on an important instruction, ask yourself:
What exactly am I expected to know, do or report back?
For complicated instructions, repeat the important part:
“Just to confirm: I should check whether all 20 cartons can arrive before Friday, and if not, ask what quantity they can deliver. Correct?”
That is not weakness.
That is accuracy.
Remember
Listening is an active workplace skill, not simply remaining quiet while someone talks.
Workplace action
During your next important instruction, identify: