Member Information Center

Tips on Listening

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There are many, many reasons why it is important to be a good listener, including:

• Helps get facts from a member, who has a grievance.
   
• Helps in figuring out management's position so you can counter it.
   
• Helps members let off steam so they can try to solve problem.
   
• Shows you are sympathetic and concerned about each member.
   
• Helps to get to bottom of an issue and find out what is really bothering a member.
   
• Helps members to talk about the problem and perhaps work out an answer.

A Few Ways to Be a Good Listener

• DON'T TALK
  You can't listen while you're talking.
   
• DON'T INTERRUPT
  Give the person a chance to say what is on his/her mind; BE PATIENT.
   
• DON'T SECOND GUESS
  Don't assume you know what the speaker is going to say before it is said; don't put words in the speaker's mouth. You might be wrong.
   
• BE SYMPATHETIC
  Don't ridicule or put the speaker down; try to see what the speaker is getting at; show concern for the problem, and the person.
   
• MAKE THE SPEAKER FEEL COMFORTABLE
  Sit down with the person; don't fiddle; look the person in the eye; help person to relax.
   
• ASK QUESTIONS
  Use an encouraging tone; ask questions which will encourage the person to explain more, not questions which can only be answered with a yes or no.
   
• DON'T LECTURE
  Don't give advice or provide answers before person has had a chance to explain the situation.
   
• LET THE SPEAKER WORK OUT THE ANSWER
  Often a person will "think-out loud" and end up figuring out their answer, or cooling down enough to be more rational. If you are a good sounding board, it will help the member, you and the union.