Chances are you think you’re a great listener. People’s appraisal of their listening ability is much like their assessment of their driving skills, in that the great bulk of adults think they’re above average. What really makes a manager a great listener? Many assume that it involves three components: not interrupting the speaker, following along with facial expressions, and being able to repeat back almost verbatim what the speaker has just said.
However, our research at Zenger Folkman shows we’re doing it all wrong. Instead of thinking of a great listener as a sponge —absorbing everything but providing little feedback — a skilled listener should be thought of as a trampoline who amplifies and supports a speaker’s thoughts by providing constructive feedback. Engaging in a two-way conversation is essential, according to data, and Zenger and Folkman define six levels of listening, all meant to help listeners develop this skill.
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What Great Listeners Actually Do– Harvard Business Review Article by Jack Zenger and Joe Folkman
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