We are taught how to sell; to negotiate and read a spreadsheet but in all our training, we are not taught to listen. Surely, you might say, listening is something we do instinctively and yes we do but do we actually hear? Are we listening properly?

I have both observed and managed projects and people over many years and the fact that never ceases to amaze me is the number of errors that occur, simply because people do not listen attentively. When something goes awry - maybe the loss of a customer or an inability to close a sale - we try and analyse what went wrong when often, it can be attributed to a breakdown in communication and failing to listening.

It is easy to identify the individual who is not listening. They may fidget, doodle or gaze out of the window but sometimes it is more subtle. They play the game and appear to be paying attention but observe closely and you will spot the tell-tale signs: they do not ask questions nor repeat back statements that confirm their understanding of the address.

Active listening is an enormously important skill and should not be under-rated. Without active listening there is potential for vital information to be misunderstood or even completely missed. So how do we become Active Listeners? In order to develop the skill, one needs to understand the concept and learn to apply the principles.

Most people believe there is only one type of listening: in fact there are at least three types; the first of which is:

Cosmetic listening - this is