Active listening means deliberately attending to another person’s message, seeking understanding before responding, and acknowledging the emotions and thoughts expressed. It supports respectful communication during conflicts and productive one-on-one meetings. section 14.1.3 section 15.2.2
Use active listening as part of a practical workplace conversation:
- Give each person dedicated time to speak and be heard without interruptions. section 14.1.3
- Ask open-ended questions and stay present during one-on-one meetings. section 15.2.2
- Summarize the key points, identify action items, and set expectations for follow-up. section 15.2.2
- Focus on underlying interests and needs rather than defending fixed positions. section 14.1.3
A productive one-on-one
A manager practices active listening by asking open-ended questions, acknowledging the employee’s concerns, summarizing what was discussed, and agreeing on concrete follow-up actions or deadlines. section 15.2.2
Figure 14.1 Conflict-resolution process diagram
Use the conflict-resolution process diagram to connect attentive listening with issue identification, discussion, solution exploration, agreement, and follow-up. section 14.1.3
