Project Based Problem Solving and Decision Making

12The Need for Effective or Active Listening Skills

12.0 Active Listening

To be highly effective at problem-solving and decision-making, people must have good communication skills. Part of good communications skills is effective or active listening. Improper listening can result in miscommunication, numerous and costly mistakes, having to repeat work, schedule delays, and the creation of a poor working environment. The result of poor listening is often more team meetings than originally thought and an abundance of action items. This can happen in any of the Domain Areas of the PMBOK^® Guide.

Active listening techniques make it easier for the listener to understand, interpret, and evaluate what is being said. Active listening is essential during problem-solving and decision-making sessions because it can reduce conflicts, strengthen cooperation among the participants, and promote a better understanding of the issues.

When people interact, they often do not listen attentively. This may be the result of focusing on other issues rather than the speakers. People may be thinking about other things, having one’s mind being judgmental of what is being said, wondering what they must say when it is their turn to speak, or thinking of excuses why they should not have to speak at all. Avoiding these mental activities is not an easy task.

12.1 Active Listening Body Language and Communications

Active listening involves more than just listening to the words that the speaker says. It also ...