I'm sure you have all heard this one before -Never Assume - it just makes an Ass out of U & Me . Anyhow what I'm really getting at here is that there is a lot of low hanging productivity fruit for picking just by listening a little harder and not making assumptions.

Just think back to the last time you got a phone call from a customer and seemed to spend ages on the phone getting to an answer or solution for them. Was it because you could not understand or 'cos you really didnt listen? Was it because you heard one word or phrase and assumed  this is normally is resolved by doing A, B or C without listening to the rest of the conversation? Did you let your emotions relating to the subject stop you from focusing on what they were actually saying or asking?

Active listeneing is a skill worth learning not just becasue you can save some time at work but because it also fosters better relationships in all areas of your life.

The five key elements in active listening are:

1. Pay attention.

2. Show that you are listening.

3. Provide feedback.

4. Defer judgment.

5. Respond Appropriately.

To understand more of each of the elements check the following resource:

http://www.mindtools.com/CommSkll/ActiveListening.htm