Page 57 - Part-A

Information, Advice or Guidance

Listening is the ability to accurately receive and interpret messages in the
communication process. Listening is key to all effective communication; without the
ability to listen effectively, messages are easily misunderstood. The client can easily
become frustrated or irritated or – worse – the wrong advice is given, with severe
consequences.

Here are some steps to help you with your listening skills.

1. Face the speaker and maintain eye contact: ensure that you are not distracted by
other clients or paperwork and focus on the client in front of you. Doing so shows
that you’re interested and ready to help.

2. Show that you are listening: use your own body language and gestures to convey
your attention. Perhaps nod occasionally, when your client makes a relevant point.

3. Keep an open mind: clients will often tell you things that might alarm you. Make
sure you don’t pass judgment or offer advice too quickly without hearing all the
information. Try and understand the issue from the client’s viewpoint.

4. Don’t interrupt and don’t impose your ‘solutions’: interrupting tells the client that
you think you are more important than them, or that what you have to say is more
interesting or relevant.

5. Wait for the client to pause to ask clarifying questions: when you don’t understand
something. Of course you should ask the client to explain it to you, but rather than
interrupting, wait until the client pauses. Then, use funnelling questions to clarify
details. For example, “Tell me more about why your housing needs are not being
met?”.

6. Look out for non-verbal forms of communication: gestures, facial expressions, and
eye-movements can all be important. People don’t just listen with their ears but
also with their eyes; try to pick up additional information being given via non-verbal
communication.

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