Page 101 - Becoming a Successful Manager

92 ESTABLISHING A SOLID DEPARTMENTAL FOUNDATION

Likewise, for you to accurately receive the intended messages
of your employees, you must be a sensitive listener. This means
being fully engaged; your brain, ears, eyes, heart, and soul must
be involved. You can best accomplish this state by adopting the
following attitude: the person communicating to me is the most
important person in my life at this moment. That means investing
the time, without multitasking, to understand the message you have
received and respond thoughtfully.
To genuinely exhibit this attitude, concentrate on the person
talking to you, and don’t allow yourself to be distracted. Research
has shown that our attention spans are shorter than in the past and
our distractions have increased; therefore, we must work harder to
be attentive listeners. If you don’t have time to give an employee
your undivided attention, explain the situation and schedule a
time when you will be available. It will not do your employee, your
organization, or you any good to lend only half an ear.

Detecting Hidden Messages

When listening to employees, bear in mind that most messages
have three parts to them, as noted in the previous section.

• The verbal part of the message is revealed by what is actually
said or written.
• The emotional part is revealed by how it is said, that is, the
tone of voice and the words that are emphasized.
• The nonverbal part is revealed by what is done while it is
being said and sometimes afterward. Listen for harmony or
dissonance: do the tone of the message and the actions that

accompany it reflect the words that were used?