june2022 - 20

FEATURE
7 Principles for Becoming a Better Listener
By Christopher Hayden, CPA, CMA, CGMA
COMMUNICATION IS CRUCIAL in every professional setting,
from client relationships to branding and from team-building
to productivity. And one of the most critical aspects of communication
is something that often gets overlooked: listening.
Great leaders are also great
listeners because they seek to
understand those around them.
For your clients and team members,
improving your listening skills will
make them feel that their needs
are heard. So, how do you become a
better listener? You can utilize these
seven principles to get started today.
1. SEEK TO UNDERSTAND
To become a better listener, you
must first seek to understand rather
than first seeking to be understood.
It's human nature to want to be
understood, but to improve communication,
you must actively work
to understand what the other person
is expressing and feeling.
Put yourself in the other person's
shoes and try to see things from that
person's perspective.
2. LISTEN ACTIVELY
Active listening requires energy
and focus. Rather than allowing
the information to flow " in one ear
and out the other, " stay engaged and
show signs that you're listening.
* Look directly at the speaker.
* Nod, smile, and use other facial
expressions while listening.
* Reflect on what's being said. For
example, you may say, " It sounds
like you're saying... " Reflection
shows the speaker that you are truly
hearing and understanding what the
speaker is saying.
* Don't interrupt, and defer judgment.
The habit of interrupting others is
one of the most relationally lethal
habits we can possess.
Listening actively allows you to
truly hear and understand what the
speaker is trying to say. With practice,
you'll become a better listener
and communicator.
3. BE PRESENT
We live in a world of distractions.
Whether it's noise, text messages,
or just wandering thoughts, it's not
always easy to be present when
someone is speaking to us. But
being present is crucial to becoming
a better listener. If you're lost in
distractions, you can't truly hear
what the speaker is saying.
Being present also means giving
the other person the time to
fully express thoughts and listen
without interruption. Far too often,
we formulate responses in our
heads before the speaker even
has a chance to finish a sentence.
When we do this, we miss out on key
information the speaker is trying to
communicate.
Put distractions aside and really
be present when listening. Wait
until the speaker has finished his
or her thought before formulating
a response.
4. PAY ATTENTION TO BODY
LANGUAGE
Body language is just as important
- if not more important - than the
words being spoken. In fact, communication
is 55% non-verbal and
38% vocal. Because so much of our
communication is non-verbal, it's
crucial to be looking at your speaker,
actively listening, and paying attention
to the speaker's body language.
A person's posture or gestures
20 JUNE 2022 ■ www.CPAPracticeAdvisor.com
can tell you a lot about how that
person is feeling. Crossed arms,
for example, may indicate that the
speaker is feeling anxious, stressed,
or angry. Observing these non-verbal
cues can help you better formulate
appropriate responses.
5. MAKE EYE CONTACT
Making eye contact in a professional
manner is important when listening
to others. Along with building a
rapport, eye contact lets the speaker
know that you're paying attention.
It's also a display of confidence. If
your gaze is fixated elsewhere or on
the floor, it may be interpreted as
boredom, disinterest, or insecurity.
6. CLARIFY AND QUESTION
To listen and understand the
speaker, always clarify, question,
and seek feedback. By asking questions
and for elaboration, you not
only improve your understanding
of the speaker's communication,
but you show the speaker that you're
truly listening.
Outstanding listeners bring
curiosity to the conversation. Try
asking questions that encourage
elaboration, such as:
* In what way?
* What reasons brought you to
this conclusion?
* What are your concerns about
this situation?
By asking questions and clarifying,
you're once again seeking to
understand the speaker.
7. ACKNOWLEDGE COMMON
FEARS
When we communicate with others,
we put ourselves in a vulnerable
position. We risk being judged,
rejected, viewed as incompetent, or
misunderstood. Sometimes, that
vulnerability prevents us from truly
listening to others and engaging in
the conversation.
Acknowledge common fears.
Remember that both you and the
speaker are likely feeling the same
way. Approach interactions and formulate
responses with this in mind
to make the other person feel comfortable
speaking openly with you.
FINAL THOUGHTS
Becoming a better listener will
benefit your firm, your clients, and
your team. Others will feel heard
and valued when you're truly listening
to what they have to say. At
the same time, it improves overall
communication and de-escalates
issues early on. Use these seven
principles to actively listen and seek
to understand those around you. ■
Christopher Hayden, CPA, CMA, CGMA
is the managing partner of Hayden
Nelson & Yoder, a CPA firm based in
Pennsylvania. You can learn more about
him and/or the firm on their website
https://hnycpas.com/.
https://www.hnycpas.com/ http://www.CPAPracticeAdvisor.com
june2022

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