A manager and employee are having a discussion.

Active Listening (Cont’d)

Active listening allows you to obtain the facts surrounding the incident so that you can identify the problem and respond thoughtfully. Being able to communicate with a high level of clarity can help build trust and garner mutual respect. Active listening involves:

  • Tuning out distractions (meet in private and/or with HR whenever possible, and put away your phone),
  • Minimizing interruptions (allow the individual to speak freely and share their thoughts),
  • Suspending judgment (avoid jumping to conclusions),
  • Paraphrasing to confirm your understanding (document what’s being said), and
  • Asking clarifying questions to help clear up any misconceptions and/or doubts.
Close-up of a hand placing a phone on the hook.
Close-up of a hand colsing an office door.
Close-up of a hand taking notes.