Listening to Understand

By Helen Silver-MacMahon – Human Factors specialist & Veterinary Nurse

Helen is a Human Factors specialist and veterinary nurse with a special interest in human skills, having completed a MSc in Patient Safety and Clinical Human Factors in 2021.

She is currently studying for a PhD and working towards chartered ergonomist status.

Making it easy to do the right thing…

In September, the ‘How to Thrive – Vet’ event organised by Being Human Consulting, centred on the theme “Listening to Understand”. This focus aimed to address the critical role of effective listening in personal and professional development.

Why is listening so important?

The emphasis on listening stemmed from its foundational importance in communication and Human Factors. By honing the ability to listen attentively, both to oneself and others, individuals can:

Enhance Self-Awareness: Understanding one’s own needs and emotions is crucial for personal growth and confidence.
Navigate Difficult Conversations: Effective listening facilitates better understanding and resolution during challenging interactions.
Build Stronger Relationships: Attentive listening fosters trust and empathy, strengthening connections with others.

This approach aligns with the principles of Human Factors, which emphasise designing systems and environments that account for human capabilities and limitations. Focusing on listening helps empower us with the skills necessary to thrive in complex, high-pressure settings.

Are You Listening to Reply or Listening to Understand?

Listening is often perceived as a passive act, simply hearing the words someone says. However, true listening is an active, deliberate skill that shapes relationships, collaboration, and outcomes. There is a crucial difference between listening to reply and listening to understand, and recognising this distinction is essential for effective communication.

Many people fall into the habit of listening to reply. While someone is speaking, the mind is already forming responses, counterarguments, or solutions. In this state, attention is divided, and the listener misses nuance, emotion and underlying meaning. Listening to understand requires conscious effort. It demands curiosity, patience and the willingness to set aside assumptions to fully grasp the speaker’s perspective.

Listening can be understood on three levels:

The first level is internal listening. This involves paying attention to our own thoughts, feelings and assumptions while someone else is speaking. By noticing our internal reactions, we can prevent them from distorting our understanding and respond more thoughtfully.

Listening to ourselves allows us to develop self-awareness, enabling us to identify biases, manage reactions and clarify our own intentions before responding. When we understand our internal state, we are better equipped to listen without judgment and to contribute constructively to conversations.

The second level is focused listening. This level concentrates on the words, tone and body language of the speaker, capturing both explicit and implicit messages. Active listening techniques support this level.

Paraphrasing, restating what the speaker has said in our own words, is a simple yet powerful method. It confirms understanding and signals attentiveness, while also creating space for clarification. Asking open-ended, clarifying questions encourages the speaker to elaborate and deepens comprehension, allowing for insights that might otherwise be missed. Nonverbal communication plays a critical role as well: maintaining eye contact, nodding and using silence strategically all convey engagement and encourage openness.

The third level is global listening. This extends awareness to the broader context, including the emotional and relational dynamics present. Mastering all three levels allows us to engage more deeply and respond more effectively.

The benefits of listening to understand are profound. In team settings, it fosters trust, reduces errors and supports collaboration. When people feel genuinely heard, they are more likely to share ideas, voice concerns and engage constructively in problem-solving. In client or professional interactions, listening to understand builds rapport, demonstrates empathy and ensures that needs are accurately identified and addressed. In essence, it transforms communication from a transactional exchange into a foundation for connection, learning and growth.

“When people feel genuinely heard, they are more likely to share ideas, voice concerns and engage constructively in problem-solving.”

Ultimately, listening to understand is not just a skill, it is a mindset. It allows individuals to tap into collective wisdom, strengthen relationships and create environments where everyone feels valued. By prioritising understanding over response, interactions become more thoughtful, effective and rewarding. Listening deeply is the key to unlocking collaboration, innovation and meaningful connection in both professional and personal contexts.

Three top tips to aid listening:

1. Listen to understand, not to respond

Most people listen with the intent to reply, not to truly understand.

Focus on the speaker’s words, tone and body language.
Pause before responding. Even a brief silence shows you’re processing.
Ask clarifying questions like “Can you tell me more about that?” instead of jumping in with advice or rebuttals.

Why it matters: This builds trust, reduces miscommunication and helps you see the full picture before acting.

2. Use active listening techniques

Show you’re engaged and that you value what’s being said.

Maintain open body language and eye contact.
Nod or give small verbal acknowledgments (“I see,” “That makes sense,”).
Paraphrase key points back to confirm understanding, for example: “So you’re saying that the main challenge is…”

Why it matters: Active listening closes the communication loop, reduces errors and ensures both parties share the same understanding, a key Human Factors concept.

3. Create the space to listen well

Listening isn’t just about your ears; it’s about your environment and mindset.

Eliminate distractions (phones, screens, multitasking).
Manage your internal noise, set aside assumptions or judgments.
If the setting isn’t conducive (e.g., time pressure or background noise), agree to revisit the conversation later.

Why it matters: Human performance depends on context. When you remove external and internal barriers, listening quality, and therefore safety, clarity and connection, dramatically improve.

Listening as a Marginal Gain

Listening is one of the most powerful marginal gains in communication. Small improvements in how we listen; pausing before we respond, checking understanding, or being fully present, can have a disproportionate impact on how effectively teams connect and perform. In Human Factors terms, listening strengthens shared understanding, supports psychological safety and reduces the risk of error. By treating listening as a skill to refine rather than a habit to assume, we unlock one of the simplest yet most transformative levers for improving team communication and wellbeing.

To find out more about Being Human and the next How To Thrive event go to www.being-human.co.uk, follow Helen on LinkedIn or email helen@being-human.co.uk.

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