The Art of Active Listening

5

CLOSE THE LOOP

• • •

The single biggest problem in communication is the illusion that it has taken place.

—George Bernard Shaw

The fifth step in the five-step process we follow if we want to listen effectively and positively engage those around us is to close the loop. Closing the loop is the connecting piece (see figure 6). It’s easy for us to forget because it requires intentional effort.

Often, I see people following the first four steps—recognizing the unsaid, seeking to understand, decoding, and then taking action—and then everything grinds to a halt. In contrast, closing the loop says one of the following:

• “I acted. Thank you for your feedback, and here’s what I did about it.”

• “I can’t do anything about what you brought to my attention ...