Say Again Moments - The Art of Listening

Listening – it’s a skill we use every day, in all facets of our life. We listen to others who speak directly to us, we listen to groups of people conversing among themselves, and we listen to music, television and talk. Given the amount of listening that humans do, one would expect that we’ve mastered the skill. On the contrary, our species has plenty of room to improve its listening skills.

In the aviation world, we often hear the term “say again” uttered over the airwaves. It's the aviator's version of "Huh? Were you talking to me?"  The term is used by a pilot who missed a radio transmission. It may be paired with a specific request, such as “Boston Center, say again the altitude for Cessna 245,” or it may be a simple, nebulous “say again?”  The phrase arises because the pilot did not hear or did not understand. No matter what the reason, these “say again moments" cause a pause in communication and require work to be repeated.

A similar phenomenon occurs in the workplace, where information of all sorts is communicated among varying levels of employees. The information might be in the form of work project instruction or one-way communication about company events. When communication is missed or misunderstood, the workplace equivalent of an aviation “say again moment” occurs. Work slows or stops while communication is reiterated.

We can minimize these “say again moments” by sharpening our listening skills. Here are a few simple and effective ways to become a better listener.

1.    Avoid Multitasking:

No matter how good we believe we are at multitasking, it is a fact that the human brain cannot effectively process multiple tasks at any given moment. If you must check your email while on a conference call, know that you will miss information that is being conveyed on the call. If you’re chatting with your passenger in busy airspace, realize that you may miss a radio call.  Commercial airlines must follow the “sterile cockpit rule” - a ban on unnecessary chatter - when the airplane is at or below 10,000 feet, in part due to the importance of listening to air traffic communication in this busy environment.

Pilots Can Benefit From Focused Listening
Photo by Lillian LeBlanc

2.    Practice Focused Listening:

A colleague told me of an interesting exercise she experienced at a seminar. The facilitator instructed each of a group of six people to speak for 2 minutes on an assigned topic. Each participant was given a different topic. The group was further told that at the end of the exercise, each person would be called upon to repeat key concepts from any one of the six speakers. Imagine the degree of focused listening required to successfully complete this challenge. A high degree of focused listening can be extremely helpful in aviation, because it can provide the pilot with a clear understanding of the activity in the immediate airspace. “Big picture” awareness enhances safety and can minimize the impact of unplanned changes.

3.    Consider Your Image:

Few of us would intentionally disrespect another human being. Yet, the message sent by “say again moments” is that something else – presumably more important than the speaker – was occupying the would-be listener’s attention. Approach any listening situation with a concentration on respect for the speaker and you will notice an immediate improvement in your listening skills. In aviation, “say again” can be viewed by others as a sign of a less skilled aviator who simply can’t keep up with complex radio transmissions. An image of disrespect for others or lack of skill is one that none of us wishes to convey.

Listening is a skill that can be sharpened with practice. The energy invested to hone listening skills will pay off across all facets of life. Take steps today to become a better listener and watch those “say again moments” disappear.

For those who wish to read more on this subject, consider The Wisdom of Listening, by Mark Brady. This book provides easy to understand lessons that can transform listening skills. Aviators can sharpen their radio communication skills by reading Say Again, Please: Guide to Radio Communications by Bob Gardner, a sourcebook for pilots and aviation specialists.