Listening requires intent and sometimes a little extra effort to hear what people are expressing to us.
Communication begins with listening
Before we can begin helping our clients with their aging in place needs and concerns, we have to know what their issues are and how they would like for us to help them. This requires a conversation – over the phone initially and then in-person.
We have to pay attention to what is being said in order to use that information in a constructive way. This is what we mean by communicating.
Listening is hard – to do it well. It is considerably more than just hearing words, phrases, or sounds. There is a required comprehension, and this only happens when we focus on what is being said and concentrate on it so that we grasp the message. Then we can use this information to continue.
Determining what our clients want
A given in learning about the needs of people we want to serve is actually listening and not just hearing them. Hearing someone or something is passive – it is the physical act of allowing sound waves to enter our ears and there is little we can do to stop it entirely without walking away. Conversely, listening is active. We have to get involved.
Listening to someone and really grasping, appreciating, comprehending, and using what they are sharing with us is a powerful tool for understanding their circumstances, needs, and desires.
Listening can bring surprising results
We won’t always like what we hear, and we won’t always hear what we are expecting or what we want to hear, but if we want to understand someone’s position on anything – even if we disagree with them – we must give them our attention and commit to really grasping what they are telling us. Then we can comment, question, agree, disagree, accept, or reject what they are saying, but at least we have heard it all.
When we are more concerned with what we are going to say next or a witty comeback, we are blocking what they are saying from our consciousness and missing the full impact of it.
We must be receptive to their answers and give them the proper amount of time to express themselves. Then, we can begin to address their questions and concerns.