A quarterly newletter by the Boston Chapter of the Association of Legal Administrators
My mother always told me “I know you heard the words but did you listen”.
Effectively listening to others is a critical skill for legal administrators. Here is a checklist of things to avoid:
1. I approach important situations without clearing my mind or taking steps to prevent interruptions or distractions.
2. I engage in other activities while I’m listening (opening mail, watching TV, etc.).
3. I assume I know what others will say and so tune them out.
4. I interrupt.
5. I finish sentences for people.
6. I become impatient and tune others out when they say things I don’t agree with or don’t want to hear.
7. I form a rebuttal or response in my mind while they talk.
8. I ignore non-verbal cues such as tone, voice, or body language.
9. I act as if I understand when in fact I don’t.
10. I listen for specific facts rather than broad ideas.
11. I fidget when people speak to slowly.
12. I dwell on aspects of the speaker that have no bearing on the content (clothing, mannerisms, etc.).
13. I daydream while others are talking.
14. I use repetitive responses (uh huh, right, etc.).
15. I use body language that discourages communication.
Excerpted from “How to Communicate a Difficult Message” presented at the ALA Educational Conference in Montreal by The Staver Group.