Listen to Understand: Listening Practices for Product People
Listening to users, customers, stakeholders, and development team members is crucial for product people. It helps us build rapport, generate new insights, and make inclusive decisions. Unfortunately, we can so busy updating and convincing others that we forget to attentively listen to the individuals we communicate with. This article shares 12 practical guidelines to help you reflect on and improve your listening habits and become even better at understanding others.
Listen to Understand, not to Answer
“Most people do not listen with the intent to understand; they listen with the intent to reply,” wrote Steve Covey in his book The 7 Habits of Highly Effective People. It’s true: We often listen with a specific goal in mind, with the intention to reply, to share our perspective, or to convince the other person. As a consequence, we don’t pay full attention to what the other person is saying or filter what is being said; we only hear what supports our view. We obtain partial or selected pieces of information, which can cause us to draw the wrong conclusions and get the wrong end of the stick. To avoid these issues, start by taking a sincere interest in the individual and what the person has to say. Make a conscious effort to listen to understand, not to reply, correct, or criticise.
Give the other Person Your Full Attention
As the person in charge of the product, you are likely to have many duties that compete for your time and attention. It can therefore be tempting to glance at your phone or smart watch to see if an urgent message has arrived while listening to someone. But instead of multi-tasking, minimise any distractions, switch off your devices or close the appropriate applications, and give your full and undivided attention to the other person. Being attentive increases the chances that you receive all the information and take in everything the individual says. It also makes the speaker feel valued and respected. Consequently, the individual is likely to be more trustful and open with you.
Listen for Facts, Feelings, and Needs
When you communicate with people, you may find that you listen for the facts — whatis being said. For example, the issues some users experience with the latest version of your product. While facts are undoubtedly important, you shouldn’t stop there. Listen also for what is not being said — the emotions and needs of the other person, as Andrea Cohen et al. recommend in their book Practicing the Art of Compassionate Listening. Feelings, such as excitement, enthusiasm, frustration, or sadness, tell you howa person is while speaking. They often manifest themselves in the individual’s body language. Raised voice and a red face are likely to indicate that the person is angry, for example. Needs are the underlying motives we have when we speak. They refer to our intentions and goals and describe whywe say what we are saying. Therefore, don’t just take what someone says at face value. Consider how the person is feeling and why she or he is sharing the piece of information. What are the individual’s interests and concerns? What’s really going on here? If you are unsure or want to find out more, ask clarifying questions.
Stay Intentionally Silent
Many people, including myself, are uncomfortable with tolerating silence in conversations. I can be in a ruprodsh to conclude the conversation without being fully aware of it; or I might be enjoying it so much that I don’t want to stop. But silence is often necessary to encourage the other person to continue to talk and share something that might be uncomfortable or difficult. To create the necessary space, take three deep breathes or count to ten before you speak giving the individual enough time to finish without feeling rushed. Additionally, being silent for a few seconds allows you to let what you have heard sink in and become aware of how you are before you answer.
Listen with an Open Mind
As the person in charge of the product, you may have strong views of what needs to be done to progress your product. While it’s great to have ideas and opinions, try to hold them lightly and make an effort to listen with an open mind. Don’t immediately judge and dismiss something you don’t like or agree with. Try to be receptive and appreciative of the other person’s perspective even if you initially consider it to be wrong. Otherwise, it will be difficult to receive all the information and understand the individual’s needs and interests. You might even discover that some of your preconceived ideas were wrong or find alternatives that are even more appropriate.
Pay Attention to the Individual’s Body Language
Paying attention to non-verbal information — like voice pitch and volume, gestures, facial expressions, and eye movement — is important: It expresses the speaker’s feelings and it helps you understand the individual’s interests. In fact, studies have found that over 60% of face-to-face is communication done non-verbally. For example, if somebody tells you that she fully supports your product roadmap but rolls her eyes or pulls a face, you know that the person is not being sincere. The individual either wants to make a joke and be jovial — or criticise and belittle the plan.
Read On …
To read the rest of this article and access the remaining tips, please head over to my website: https://www.romanpichler.com/blog/listen-to-understand-listening-practices-for-product-people/
Learn More
To learn more about improving your listening habits and understanding others, attend my Product Leadership training course and read my book How to Lead in Product Management.
Source: https://www.romanpichler.com/blog/listen-to-understand-listening-practices-for-product-people/
