How to Effectively Use Active Listening on Calls

Active listening is a crucial skill in any form of communication, including phone calls. It’s easy to get distracted, multitask, or simply not pay attention to the person on the other end of the line. However, when you prioritize active listening on calls, you can build stronger relationships, resolve conflicts more effectively, and ensure better outcomes. In this article, we’ll provide you with practical tips on how to effectively use active listening on calls.

What is Active Listening?

Active listening is the process of fully concentrating on what the other person is saying, understanding their perspective, and responding in a way that shows you’re engaged and attentive. It’s not just about hearing the words – it’s about comprehending the underlying emotions, needs, and concerns.

Why is Active Listening Important on Calls?

In a phone call, active listening is particularly crucial because it’s often the only way to convey interest, empathy, and understanding. Without visual cues, you must rely on your words and tone to build trust and connection. When you actively listen on calls:

• You show respect for the other person’s time and feelings
• You gain a deeper understanding of the issue or concern
• You can respond more effectively, addressing the person’s needs and concerns
• You build trust and rapport, leading to stronger relationships

Tips for Effective Active Listening on Calls

1. Give the speaker your undivided attention: Put away distractions like your laptop, phone, or social media. Make eye contact (even if you can’t see each other) by maintaining a steady gaze on the direction of the other person’s voice.
2. Use verbal cues: Respond with brief nods, “uh-huh,” or “I see” to show you’re engaged and paying attention. This also helps to keep the person talking.
3. Paraphrase and summarize: Repeat back what you’ve heard in your own words, and summarize the main points. This ensures you understand the issue and helps the speaker feel heard.
4. Ask open-ended questions: Encourage the speaker to share more by asking open-ended questions that can’t be answered with a simple “yes” or “no.”
5. Use nonverbal cues: While you can’t see each other, you can still use nonverbal cues like maintaining a friendly tone, using a gentle pace, and showing empathy through your words.
6. Don’t interrupt: Allow the speaker to finish their thoughts before responding. Avoid interrupting, which can make the person feel unheard and frustrated.
7. Practice empathy: Put yourself in the speaker’s shoes and try to understand their perspective. Show that you care by acknowledging their emotions and validating their feelings.
8. Take notes: If you’re taking notes, avoid typing too quickly or making excessive noise. This can be distracting and may make the speaker feel uncomfortable.
9. Use a calm and patient tone: Speak calmly and patiently, even when the conversation becomes challenging or emotional. Avoid raising your voice or becoming aggressive, as this can escalate the situation.
10. Follow up: After the call, make sure to follow up on any actions or agreements you discussed. This demonstrates that you’re committed to the conversation and willing to take action.

Conclusion

Effective active listening on calls requires dedication, focus, and practice. By following these tips, you can build stronger relationships, resolve conflicts more effectively, and ensure better outcomes. Remember, active listening is a skill that takes time and effort to develop, but the benefits are well worth it.