Here’s what my German class taught me about listening. This post is part of our Being Human Series — reflections on empathy, values, and the ways we connect with one another.
‘Listen to understand, not to reply.’
We’ve all heard this phrase before — maybe so often it’s lost its punch. But a recent experience in my German class reminded me just how true it is.
The Official ‘Listening Test’
One part of the German language examination is the official ‘listening test’.
You listen to a dialogue in German and then, based on the content of that dialog, you choose the correct answer from three options – a, b or c.
Here’s an example (in German and English):
Question: Die Bewohner des Stadtteils sollen:
a. die Feuerwehr anrufen
b. die Löscharbeiten nicht stören
c. ihre Wohnungen verlassen
Translation: The residents of the district should:
a. call the fire department
b. not disturb the firefighting efforts
c. leave their apartments
It looks simple, but it was designed to be not so simple.
The dialogue might mention the apartments for example, but that doesn’t automatically make “c” the right answer.
I Do Well on this Exercise – Here’s How
Over time, I’ve learned how to do better on this listening exercise.
Here’s the approach I use that significantly raised my score:
1. Read the question carefully before the dialogue begins
2. Just listen to the dialog as it plays
3. When the dialog is finished, read the three options and choose the answer
In contrast, here’s the approach that didn’t work so well:
1. Read the question carefully before the dialogue begins
2. Scan the answer options while the dialogue is playing
3. Try to match the right answer to the dialog
Do you see the difference between the two approaches?
Don’t listen and scan at the same time
The key difference?
- In the first approach, I gave my full attention to listening.
- In the second, I split my attention between listening and scanning. Divided attention meant I missed things.
I’ve learned to (first) read the question that’s been asked. Then I close my eyes and ride the wave of the dialogue.
And then choose the answer.
And now I almost always pick the right answer straight away – or eliminate the wrong ones with a level of confidence.
So No – I don’t “Listen to Reply”
Whether in a German exam, a coaching session, or a Customer conversation — when I really listen to understand, I make better choices and connect more deeply.
https://www.omnitouchinternational.com/what-lessons-contact-centre-folks-can-learn-from-cx-folks/
Thank you for reading!
I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.
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Daniel Ord
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www.omnitouchinternational.com
