Improve communication with active listening
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The purpose of this article is to describe what active listening is and how it can strengthen stakeholder relationships. | The purpose of this article is to describe what active listening is and how it can strengthen stakeholder relationships. | ||
| − | ==Active listening== | + | ==Active listening is an important communication skill== |
| − | + | Communicative competencies are described as crucial skills for project managers to possess as communication is the tool utilized to deliver the correct information to the correct stakeholder and understand their needs [2]. In fact, a project manager’s ability to communicate effectively, directly influences the achievement of objectives as well as the satisfaction of the team members [3]. | |
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| + | In the interactive communication model, communication is described as to parties engaging in a process of delivering information and put emphasis on the information being understood but also respond to the noise infliction the understanding of the delivered information. Hence the receiving party has to acknowledge the reception of the information as well as provide feedback to ensure the information has been understood correctly. In figure 1 below, an illustration of the communication process can be seen. | ||
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| + | IMAGE | ||
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| + | In face-to-face or telephone communication feedback of understanding the information correctly can be achieved through active listening. Specifically, the ability to listen is rated as a top 10 skill out of 50 skills a project manager needs to possess to have success with projects [3]. According to the Guide to the Project Management Body of Knowledge (PMBOK® Guide) (6th Edition) - 10. Project Communications Management active listening consist of five elements: | ||
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| + | '''Acknowledging''' the reception of the information by nodding or saying “yes”, “okay” or “mmh” sounds. | ||
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| + | '''Clarifying and confirming''' what is being said by asking open questions or by now and then repeating what the sender is saying. Furthermore, one can express doubts about was is meant in order to clarify and lastly confirm that is it correctly understood equal to the next element. | ||
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| + | '''Understanding''' | ||
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| + | '''Removing barriers''' which can inflict the understanding such as distractions, personal biases, judging the sender, stress, time constraints etc. [4]. | ||
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| + | ==Active listening in project management== | ||
Revision as of 17:03, 22 February 2019
Contents |
Abstract
Project managers spend most of their time communicating with different stakeholders and efficient communication is the key to project success [1]. Communication is the act of delivering or receiving information and can be written and oral, formal and informal, even nonverbal in the form of body language and the actions one performs. Common to all forms of communication is that when performed effectively, it creates relationships between different stakeholders and eliminate misunderstanding and misinterpretation of the information delivered or received. A mean to eliminate such misunderstandings and misinterpretations are Active listening, an interpersonal skill. Active listening includes acknowledging the receipt of the information through e.g. nodding, clarifying and confirming by asking questions, understanding and removing barriers which can affect the receivers understanding of the information communicated. The sample interactive communication model [2] illustrates the process of communication as well as noise obstructing effective communication and active listening. When practising active listening with different stakeholders a project manager will illustrate respect to the person speaking by attempting to understand their point of view. On the other hand, if active listening is not utilized correctly or overperformed it will have the opposite effect as the project manager will seem arrogant for repeating and interrupting the speaker. The communication tool active listening is limited to face-to-face or telephone conversations and barriers to performing active listening exist both verbal and nonverbal. The purpose of this article is to describe what active listening is and how it can strengthen stakeholder relationships.
Active listening is an important communication skill
Communicative competencies are described as crucial skills for project managers to possess as communication is the tool utilized to deliver the correct information to the correct stakeholder and understand their needs [2]. In fact, a project manager’s ability to communicate effectively, directly influences the achievement of objectives as well as the satisfaction of the team members [3].
In the interactive communication model, communication is described as to parties engaging in a process of delivering information and put emphasis on the information being understood but also respond to the noise infliction the understanding of the delivered information. Hence the receiving party has to acknowledge the reception of the information as well as provide feedback to ensure the information has been understood correctly. In figure 1 below, an illustration of the communication process can be seen.
IMAGE
In face-to-face or telephone communication feedback of understanding the information correctly can be achieved through active listening. Specifically, the ability to listen is rated as a top 10 skill out of 50 skills a project manager needs to possess to have success with projects [3]. According to the Guide to the Project Management Body of Knowledge (PMBOK® Guide) (6th Edition) - 10. Project Communications Management active listening consist of five elements:
Acknowledging the reception of the information by nodding or saying “yes”, “okay” or “mmh” sounds.
Clarifying and confirming what is being said by asking open questions or by now and then repeating what the sender is saying. Furthermore, one can express doubts about was is meant in order to clarify and lastly confirm that is it correctly understood equal to the next element.
Understanding
Removing barriers which can inflict the understanding such as distractions, personal biases, judging the sender, stress, time constraints etc. [4].
Active listening in project management
Barriers to Active listening
References
1 Frank Cervone, H. (2014). Effective communication for project success. Oclc Systems and Services, 30(2), 74–77. https://doi.org/10.1108/OCLC-02-2014-0014 2 Project Management Institute, Inc.. (2017). Guide to the Project Management Body of Knowledge (PMBOK® Guide) (6th Edition) - 10. Project Communications Management. (pp. 372). Project Management Institute, Inc. (PMI). Retrieved from https://app.knovel.com/hotlink/pdf/id:kt011DXH02/guide-project-management/project-communications
