222- Active Listening

Active Listening Levels

• Level $1$: Self-focused listening
  • Questions: “How does this affect me?” / “Why is this relevant?”
  • Perceived as indifferent, selfish, poor engagement.
• Level $2$: Empathic listening
  • Listener mentally steps into speaker’s situation.
  • Responds to content and feelings (verbal cues).
• Level $3$: Global/active listening
  • Full cognitive + emotional attention; observes tone, pace, body language.
  • Listener’s own voice & body mirror speaker’s emotions (enthusiasm, concern, etc.).
  • Builds trust, openness, deeper collaboration.

Importance for Agile Project Managers

• Team members share issues because they matter to them; manager must validate and empathize.
• Level $2$–$3$ listening fosters collaboration, psychological safety, and higher team engagement.
• Demonstrating care (voice + body language) encourages continuous communication, problem disclosure, and celebration of successes.

Quick Memory Triggers

• Ask: “Am I thinking about ME or THEM?” → Shift to THEM.
• Match tone & posture subtly → shows you’re at Level $3$.
• Celebrate wins, empathize with pains → keeps channels open.