Listening
Listening attends to, interprets and checks the meaning of another person’s communication. Active listening adds deliberate clarification, appropriate questions and reflection of the speaker’s meaning rather than merely waiting to reply. It considers verbal and non-verbal signals without assuming that one gesture proves a particular feeling. Listening can improve understanding even when the listener ultimately disagrees.
Worked example
An employee describes a recurring delay. The manager summarises the explanation, asks which step causes it and checks that the summary is accurate before suggesting an action.
Common mistake
Do not equate listening with agreement or diagnose a person’s intention from body language alone. Avoid interrupting with a solution before understanding the problem.
Where it appears in your exams
| Qualification | Exam | Relationship | Period |
|---|---|---|---|
| ACCA | BT | Supporting | September 2026–June 2027 |
| FIA | FBT | Supporting | September 2026–June 2027 |