education18.htm

PLEASE BE PATIENT, THIS PAGE MAY TAKE A WHILE TO LOAD

WEB PAGE INDEX
Includes recent updates

Effective Listening

A huge part of the steward's job is communicating with the membership -- but, under the gun with a million things to do and too little time to do them, many stewards forget that communicating is a two-way street. The job isn't just to let the members know what's going on in the union, but to take time to hear what the members are saying, too.

To be a truly effective steward, you really have to fully absorb the perspectives and desires of the members. You must acknowledge the other person's opinions, even when -- especially when -- they differ from your own. Above all, you must be a good listener.

Listening sounds easy, an ability most of us never even think about. But good listening actually requires using a number of special skills, some of them natural as can be, others a little more demanding. Let's take a look at them.

Steps Toward Better Listening

Keep your eyes trained on those of the person talking to you. This helps to keep both of you focused on the discussion.
Avoid distractions. When you need to do some serious listening, choose a quiet, comfortable setting where your mind is less likely to wander.
While remaining alert, keep your voice and body language relaxed to create a supportive environment in which the speaker is more confident. You don't want to stand there with your arms folded across your chest, looking bored or mad.
Be open-minded about what's being said and who's saying it. Try to shed preconceptions and assumptions, and limit your evaluation to the statements being made.
Don't interrupt. That can derail the speaker's train of thought. Ask questions only as needed to clarify a point. But at the same time, using body language and occasional summaries, let the other person know that you are listening attentively.
Speech involves thought and emotion. Both are important. Pay attention to the speaker's demeanor, and try to get a sense of his or her feelings.
A speaker uses more than speech to communicate. Look at posture, facial expressions and physical gestures as clues pointing to greater meaning.

Practice Empathy

There will be times when you don't agree with the facts surrounding a situation, as they are presented by the speaker. Yet while it's appropriate to clarify important information, questioning someone's feelings, emotions and motives can put you in dangerous territory.

As individuals, each of us brings a unique and complex set of personality factors, history, knowledge and biases to whatever life throws our way. Respect this by avoiding the word "you", as in "You are trying to get back at Sam." Instead, claim your own interpretation, such as, " I get the impression that you are upset with Sam."

Some workers need to let off steam. Don't discourage them. Your immediate task is to hear what they have to say, not to judge what they have to say.

Good listening actually requires using a number of special skills

Avoid Judging Something "Routine"

Many complaints may at first appear similar. But to every speaker, each issue is unique, with its own set of circumstances. Don't jump to conclusions about what the speaker has to say. Filing a grievance based on your assumptions can wind up harming the person you are trying to help, and the union as well.

To encourage open communication, convince the speaker that your hear and comprehend the message and respect his or her right to convey it. While you don't have to agree with every point, strive to seek areas of agreement, and acknowledge areas where you differ.

Slow Down

People's brains process thoughts approximately four times faster than they do the spoken word. It's very easy to skip ahead in a conversation, using your assumptions and extraneous thoughts to fill in for what has yet to be spoken. Don't run away with your thoughts. If you slow down and resist the urge for quick analysis, you will be better focused on what is actually said, and better able to respond appropriately and knowledgeably. Take the time to get the full story.

It's a good idea to wait until the speaker is done before responding. That way, you'll be acting on the maximum amount of information, while validating the speaker's right to unimpeded communications.

Don't forget to have fun. When you practice good listening skills, you will be more strongly engaged in the life of your workplace and the diverse workers who belong to it. This essentially social component is one of the most valuable rewards there is to being a steward.

--David Kameras. The writer is a veteran union journalist and communicator.

Back to "Knowledge is Power"