Attentive Listening is Essential for Successful Communication

Communication is one of the most important skills, or perhaps the most essential ability for any one in an administrative position. Virtually no one should argue with this statement, because this skill is a necessity and fundamental to handling every responsibility, task and interaction that is included in your job.

Listening is also a critical piece in the communication process. Therefore, any steps you can take to improve your ability to listen will enhance your effectiveness with other individuals involved with your program – athletes, coaches, parents, colleagues and community members. The following tips should help.

• Meet with someone who may have a concern or question in a quiet, private setting. This could be your office, a meeting room in your guidance department or other possible locations. You want a situation in which there are no distractions or interruptions, so that both parties can completely focus on what is being said and that they feel they are sincerely “being heard.”

• Actively and attentively pay attention to what someone says, or the questions that they pose. This is much different than simply being quiet and appearing to listen. Commonly, some individuals are so busy and involved with what they are going to say next that they actually don’t hear what the other person expresses. The purpose of this first step is to totally understand what is being stated or questioned.

• Absolutely do not try to multitask during a phone conversation even with what you think are simple, straightforward, mindless items. Not only has research concluded that multitasking is ineffective because you often have to go back and correct mistakes, it interferes with you being able to totally focus and to listen attentively.

• Take notes if the other person has a lot to say, or if they pose a complex question. Having the major points in front of you makes it easier for you to deal with each one of them in order to provide a complete, accurate explanation.

• Always resist the urge to interrupt someone even if you don’t completely understand their point or question. When they finish, ask an individual or spokesman for a group to restate, share an additional example, or provide more details to help you to more clearly understand what they said. Explain that you are not trying to be difficult, but to provide a useful, accurate answer for which you need a little more clarity and information.

• Be aware of your body language and possible facial reactions to any statement or question that may be a little unusual, perhaps controversial, off-center, or possibly even somewhat inappropriate. While you will have the opportunity to correct or provide the factual perspective, you don’t want to give the impression that you disapprove or disagree before they have their opportunity to present their concern or question.

• Before actually responding, briefly restate or paraphrase what this other person said or repose their question. Actually ask, “Am I correct in what I heard?” Allow this individual to restate, add additional information, or correct any misunderstanding that you might have. This step should ensure a better response on your part.

• After answering a question or providing the information requested, always ask if your response raised any additional concerns or questions. Always conclude with, “Did I completely answer your question, and is there anything else I can help you with?”

There is more to the communication process than preparing a message and delivering it. The degree of effectiveness may often depend upon your ability to accurately listen to comments, positions, concerns or questions of the other person. Attentively listening is often an overlooked skill, but one that is absolutely essential for successful communication.

Dr. David Hoch is a former athletic director at two high schools in Baltimore County (Maryland) for 16 years. He has 24 years of experience coaching basketball, including 14 years on the collegiate level. Hoch, who has a doctorate in sports management from Temple (Pennsylvania) University, is past president of the Maryland State Athletic Directors Association, and he formerly was executive director of the Maryland State Coaches Association. He has had more than 800 articles published in professional magazines, as well as four textbook chapters. Dr. Hoch is the author of five books: Coaching within the Education-Based Athletics Concept; The Parents’ Guide to Education-Based Athletics; Leading an Education-Based Athletic Program; A Lifetime of Memories from Education-Based Athletics: Humorous, Inspirational and Occasionally Sad; and Refocusing on Education-Based Athletics – A Call to Action. Hoch is a member of the NFHS High School Today Publications Committee. He can be reached at davidhochretad@gmail.com.