Listening is more than just hearing words it’s about active engagement, empathy and developing a deep understanding of what is being said. When we improve our listening skills, we improve our overall communication skills and interpersonal skills.
Steven Covey identified five levels that show our listening behaviours ranging from the lowest level of ignoring to the highest level of empathic listening.
Each level represents a different mindset and approach to engaging with others.
Lets look at them in more detail:
Level 1: Ignoring:
This is the stage where we are physically present but mentally absent or preoccupied with our own thoughts or distractions. We will be disengaged and have our focus elsewhere and this causes us to miss valuable information and make a connection with the other person.
Level 2: Pretending:
In this level individuals may physically appear to be listening, but their mind is elsewhere, they will provide minimal verbal and non-verbal cues to maintain the appearance of listening and will frequently interrupt or divert the conversation to their own agenda. They will also show a lack of understanding of the speaker’s message and be unable to sustain focus on the conversation for any period of time.
Level 3 Selective Listening:
At this level individuals selectively pay attention to parts of the conversation and for specific information or keywords that interest them. They focus on specific points of interest and ignore other parts of the message that they feels does not relate to or interest them. They seek to validate their preconceived notions or biases and often interrupt the speaker to interject their own thoughts or opinions. Also they barely show any understanding of the speaker’s overall message.
Level 4 Attentive Listening:
This level involves actively listening and paying attention to the speaker’s words, seeking to understand the message accurately. They will maintain eye contact to show engagement and allow the speaker to talk without interruption. They also reflect on the speaker’s words and ask questions to gain a deeper understanding.
Level 5 Empathic Listening:
This is the highest level of listening, it enables you to truly understanding the speaker’s perspective and emotions. They will show genuine concern and care for the speaker’s feelings and listen with an open mind. They use reflective listening techniques to understand and respond empathetically addressing the speaker’s emotions and concerns. They will also ask pertinent questions at the right time.
By understanding these five levels of listening individuals can develop their listening skills and strive to reach higher levels of engagement and understanding in their interactions with others.
Check out our YouTube video on Steven Covey’s Listening Levels here:
For more information on our communication skills training courses or interpersonal skills training please contact Sales Training International on +44 (0) 1704 889325 or email info@salestrainingint.com for more information.
