How to Improve Your Active Listening Skills in Business

What is active listening?  Why are good listening skills important? How do you improve your active listening skills in business?  What tips can better the impact you make? 

Meet the Author: Benjamin Ball

Ben is the founder of Benjamin Ball Associates and leads the presentation coaching and pitch deck creation teams. Formerly a corporate financier in the City of London, for 20+ years he’s helped businesses win with better pitches and presentations, particularly investor pitches. He is a regular speaker and a guest lecturer at Columbia Business School and UCL London.  Follow Ben on LinkedIn or visit the contact page. 

Active Listening Skills – A Leadership Essential

Effective communication means more than just speaking well. Great communication is also about being a better listener. In business, active listening techniques help you build strong relationships, resolve conflicts and work better with colleagues, clients and team members.  It’s a core leadership skill.

But most people fall into passive listening, where you nod along while thinking about your own thoughts or agenda. To truly master communication skills, you need to work at your listening skills.

What Are Active Listening Skills in Business?  

Active listening means making a real effort to fully understand, digest and respond to what others are saying, both verbally and non-verbally. Unlike passive listening (where you simply hear words), active listening means you show genuine interest, use follow-up questions and paraphrase.

This means you need to set aside your own thoughts and concentrate on understanding the speaker’s perspective. This could be in negotiations, team meetings, or client discussions.

By using open posture, maintaining much eye contact and avoiding interruptions, you create a safe space for open communication. This leads to stronger relationships and more productive outcomes.  

Why Is Active Listening Important?  

When you practice effective listening, you build better relationships and uncover important details that passive listening misses. It also helps you recognise a person’s feelings (important to understand motivations).

In sales, great listening skills help you identify client needs; in leadership, it boosts team morale. Ultimately, if you practise active listening, others will feel heard which should lead to higher engagement, greater loyalty and better team dynamics.

What Are Common Listening Mistakes in Business?

Many of us undermine our communication skills by making these listening errors.  Do you fall into any of these traps?

• interrupt to voice your own opinions
• fail to maintain eye contact
• get distracted by devices or internal thoughts
• jump to conclusions before hearing the full message
• ignore non-verbal cues like tone or body language,
• wait for your turn to speak rather than engaging with the speaker’s perspective.
• overlook emotional undertones in conversations, only hearing facts.
• selective listening, where you only absorb information that aligns with your existing views.

If you do fall into these traps, you are likely to create misunderstandings and erode trust. The good news? By recognising these mistakes you are on the first step toward becoming a truly effective listener.

Here’s how to become a better listener, summarised into eight easy-to-follow steps.

Let’s review each of these tips in turn:

 1. Pay Attention to Non-verbal Cues  

Non-verbal communication, things like: facial expressions, open posture and good eye contact, plays a huge role in how a person feels heard.  

How can you improve your non-verbal behaviour:  
– Lean slightly forward to show genuine interest
– Avoid crossing your arms (which can seem defensive)
– Match the speaker’s tone to foster mutual understanding.  

Example:  
A colleague hesitates before saying, “I’m not sure this project will work.” Instead of disagreeing, notice their hesitation and ask: “What’s your biggest concern?” This creates an opportunity for open communication.

2. Ask Follow-Up Questions  

Good listeners don’t just hear words, they aim to understand better. The best way to do this is by asking questions that encourage the speaker to expand.  The expression “be curious” is a useful tip.

Try using these questions when listening to someone:  
– “Can you tell me more about that?”  
– “How did that situation make you feel?”  

Example:  
A client says, “We’re unhappy with the last deliverable.” Instead of defending it, ask: “What specifically didn’t meet your expectations?” This helps you uncover important details and different perspectives. As you listen you’ll discover their real frustration.  

3. Paraphrase the Main Points  

When you repeat key ideas in your own words, you show that you understand the speaker’s perspective, and reassure them that they’ve been heard.  

How to paraphrase:  
– “So what you’re saying is…”  
– “If I understand correctly…”  

Example:  
Your boss says, “We need to cut costs without sacrificing quality.” You then respond: “You’d like us to find efficiencies while maintaining standards—is that right?” By doing this you confirm important information before taking the next step.  

4. Avoid Interrupting (Even in Conflict Resolution)  

If you interrupt it signals that your own needs matter more than theirs. Instead, make a conscious decision to listen fully before responding.  Where you would usually respond, use an encourager such as “yes, and…” or “is there more?”

Example:  
A team member vents, “I’m overwhelmed with deadlines.” Don’t jump in with solutions. Instead, say: “It sounds like you’re under a lot of pressure. What would help you?” This approach strengthens your interpersonal skills and builds trust.  

Why Pick Benjamin Ball Associates for Your Coaching

At Benjamin Ball Associates, we’ve been coaching business people to improve their business communication skills for over 15 years.  Our coaching is fast and effective.  We work with individuals and with companies, one-to-one and in groups.  Call us today to learn more.

“I honestly thought it was the most valuable 3 hours I’ve spent with anyone in a long time.”

Mick May, CEO, Blue Sky

Our most popular training courses include:

• Presentation Coaching
• Public Speaking Coaching
• Investor Pitch Support and Coaching

Trusted by some of the most successful companies globally

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5. Minimise Distractions & Stay in the Present

As human beings, we naturally get distracted. This is especially true where we get constant notifications. To be an attentive listener, you should put away your phone and concentrate entirely on the person who are speaking to.   That means positioning your body so you are face-to-face and paying 100% attention to them.

Example:  
During small talk before a meeting, notice if the other person seems stressed. A simple “You seem preoccupied. Is everything okay?” can lead to a meaningful relationship.  

6. Listen for Emotions, Not Just Facts  

To be an effective communicator you need to tune into the speaker’s emotions. Are they frustrated? Excited? You should validate those feelings before you start problem-solving.  

Example of listening for emotions:  
An employee says, “I don’t feel valued here.” Instead of dismissing it (“That’s not true!”), you could try saying: “That must be tough. What would make you feel more appreciated?”  

7. Practice Active Listening in Various Contexts  

Don’t save active listening for big meetings. You should practise in different types of conversations:  
– Difficult discussions → talk about common goals.  
– Feedback sessions → Keep an open mind.  
– Networking → Show genuine interest in others.  

And you can use these tips equally in family life as in business.

8. Make It a Habit  

Becoming an active listener takes effort. But the positive impact is worth it. Start by following one tip today: whether it’s noticing non-verbal cues or asking follow-up questions.  Now turn that tip into a habit by repeating it. Then start work on the next tip. Over time you’ll become much better at these skills.

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How to Get Better at Leadership Communications

If you want to create engaging and successful executive presentations, get in touch.

Our team of expert communication coaches has been helping business executives polish their communication skills for over 15 years.

We are trusted by some of the world’s largest businesses. Click on the link below or phone Louise Angus on +44 20 7018 0922 to discuss your needs.

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Mick May, CEO, Blue Sky

For 15+ years we’ve been the trusted choice for leading businesses and executives throughout the UK, Europe and the Middle East. We’ll help you improve corporate presentations through presentation coaching, public speaking training and expert advice on pitching to investors.

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Speak to Louise on +44 20 7018 0922 or email info@benjaminball.com to transform your speeches, pitches and presentations.

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Frequently Asked Questions (FAQs) – Active Listening Skills in Business

1. What are active listening skills in business?

Active listening means listening intensely. That means you should listen both verbally and through non-verbal cues. This will help you understand their message, their emotions and their underlying concerns. This means using techniques such as paraphrasing, asking follow-up questions and maintaining open body language to demonstrate genuine interest.

2. How does active listening differ from passive listening?

Passive listening means simply hearing words without processing what those words mean. When you use active listening, you show focused attention, responses that show you have heard and understood, and you are working to interpret the intent behind the speaker’s message.

3. Why are active listening skills important in the workplace?

When you use active listening, you strengthens your team, reduce miscommunication and build trust. When your colleagues and clients feel heard, you build stronger relationships and improve conflict resolution. Ideally, you’ll also demonstrate and improve your leadership skills.

4. What are the key techniques for active listening?

• Maintain eye contact and open posture
• Avoid interruptions and distractions
• Ask open-ended questions
• Summarise key points to confirm understanding
• Observe tone of voice and facial expressions

5. How can I improve my active listening skills?

You should aim to practice active listening in every conversation. This means minimising distractions (e.g., putting away your phone) and making a habit of reflecting back what you’ve heard. Use regular active listening exercises, such as repeating key points in meetings.

6. Can active listening skills help in negotiations and sales?

Yes. When you properly understand a client’s needs and concerns, you can tailor solutions more effectively. You’ll also build rapport and increase the likelihood of long term relationships.

7. How does active listening benefit leadership?

As a leaders who listens actively, you inspire trust, encourage open communication and create a more healthy work environment. If your employees feel heard, they will be more engaged, motivated and more likely to contribute innovative ideas.

8. What are common barriers to active listening?

• Internal distractions (e.g., thinking about your response)
• External interruptions (e.g., phone notifications)
• Biases or assumptions about the speaker
• Emotional reactions that hinder objectivity

9. How can I encourage others to practise active listening?

Lead by example. This means being attentive in conversations, providing constructive feedback and introducing team exercises that emphasise listening skills, such as structured feedback sessions. Get them to read this article about deep listening.

10. Where can I learn more about effective communication in business?

Explore our executive coaching programmes for tailored training in active listening, leadership communication and presentation skills.

Have more questions? Leave a comment below or get in touch for expert advice.

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