by Brad Closson

We all learned to “Stop, look and listen” at a very early age.  Our mothers and fathers drilled these words into our little heads to help keep us safe and sound.  I would like to grab these words from our youth and use them again at the workplace.  An important tool for every manager is the “Open-Door” policy.  This is a great setting to use  “Stop, look and listen.”

We all know from experience that it is very frustrating to be speaking to someone who is doing something else.  It is not hard to empathize with this issue.  Our spouse, our kids, our siblings, our friends all like to multi-task, and this can make communication difficult to say the least.

STOP:

If someone comes into your office, stop working on the computer, stop playing with your phone, stop doing paperwork, stop listening to voicemail.  Your attention needs to be in one spot, and that spot is on the guest in your office.  This also holds true for phone conversations.  If someone calls you, he is now your guest, and you need to stop all the other tasks and pay attention.

LOOK:

Making eye contact is a very important part of communication.  When someone comes to your office or cubicle, make eye contact and keep eye contact.  Looking up at her and then back to your work at hand is discourteous.  Eye contact shows that you are engaged in this conversation.    It lets your guest know that they are important and that you would like her to continue the visit. 

LISTEN:

Roll your chair around the desk, or have your guest pull up a chair beside you and settle in for some listening.  Your guest needs your attention.  Your guest needs permission, understanding, empathy, direction and above all, respect.  Listen to this person’s needs.  He probably didn’t come by your office to listen to you talk.  He came by to get something.  Listen.  Confirm his needs.  Listen some more.  Your guest will appreciate that you want to hear what he has to say.

Stop what you are doing, make eye contact and listen to the needs of your community.  The respect you are showing every visitor is priceless and will make you a much better manager.