Active listening is one of those concepts you may have heard in the context of psychology, school or parenting. Many people do not have a context of active listening in business or the benefits that it can provide. Active listening in the workplace can increase operational decisions, customer satisfaction and group dynamics. It also known to solve 60% of organizational errors.
Active Listening Can Increase Operations and Customer Satisfaction
Consider how active listening can increase overall operational efficiency and in turn develop higher levels of customer satisfaction. When customers are receiving the products and services that fulfill their needs and meet their expectations their satisfaction rates increase. Satisfaction can move upward because customer needs should determine overall operations and the output.
The use of active listing integrates with operational decisions to improve products and services (Boe, 2011). This alignment could come in many forms, but is not limited to improved response to customers, cost effective products, and proper utility in design. One of the major goals of actively listening is to understand the customer environment/market.
It is also beneficial to consider both the ethical and business decisions of using active listening with clients. By effectively listening to clients, organizations can effectively solve customer problems (Denvir, 2004). In such situations customer satisfaction rates, purchase levels, and return rates increase because their needs are being fulfilled. There is a level of expectation that customers maintain on products and services they purchase and understanding these expectations, helps deliver a better outcome.
Active Listening Impacts Group Dynamics
Effective listening also works well in groups where diversity of perspective can create new methods of problem solving. For example, in the real estate market active listening has lead to stronger perspective input that can be narrowed into effective plans of action (Devany, 2005). It is precisely this collective input that creates enough diversity in problem solving ideas to develop holistic solutions.
Group members desire to participate in decisions and contribute to the organization for their own benefit. When different perspectives are taken into account a bigger picture to the problem is formed. This is a direct result of seeing the problem from multiple perspectives. Even when solutions are not accepted to all members it is the participative process that can raise employee loyalty.
Active Listening May Reduce 60% of Organizational Errors
Nearly 60% of all errors in an organization are related in some form to failure of active listening (Wheless, 1998). It is the active listening skills that afford organizations the opportunity to understand problems from a more holistic vantage point that allows for a wider range of possible solutions. When solutions to problems are accurate, organizations can expect to see increases in their effectiveness.
Have you ever tried to solve a problem from a limited perspective? If you have, you might consider the times when you were wrong. Active listening is a natural process of investigating problems and finding solutions based upon multiple perspectives. Active listening can improve perception, understanding and problem solving while still engaging both customers and employees in the process.
Boe, J. (2011). How to build trust and rapport quickly. Official Board Markets, 87 (1).
Denvir, P. (2004). Clients deserve a hearing. Estates Gazette, 423, p 109
Devany, C. (2005). Road to Productivity. Journal of Property Management, 70 (5).
Whelles, B. (1998). Is anybody listening? Business & Economic Review, 44 (2).
