How can active listening improve communication with passengers and stakeholders in airport management?

1 Benefits of active listening

Active listening can help you build rapport, trust, and understanding with your passengers and stakeholders, which can lead to better outcomes and satisfaction. For example, by listening actively to your passengers, you can empathize with their needs, concerns, and emotions, and offer them appropriate solutions, information, or support. By listening actively to your stakeholders, such as airlines, regulators, or contractors, you can understand their perspectives, expectations, and challenges, and negotiate effectively, collaborate productively, or resolve conflicts constructively.

2 Barriers to active listening

Active listening can be challenging in the busy and noisy environment of an airport, where you may face multiple distractions, interruptions, or pressures. Moreover, you may encounter some personal or psychological barriers that prevent you from listening actively, such as biases, assumptions, prejudices, or emotions. For instance, you may have a negative impression of a certain passenger group, or you may feel frustrated or defensive when dealing with a difficult stakeholder. These barriers can affect your ability to listen objectively, openly, and respectfully, and may cause misunderstandings, errors, or conflicts.

3 Strategies for active listening

To enhance your active listening skills and overcome any barriers, there are some strategies you can use to help you focus, engage, and respond to the speaker. Clear your mind of any preconceptions or distractions, and find a suitable place and time to talk. Make eye contact, smile, and adopt a relaxed and positive body language. Show interest in what the speaker is saying with verbal and non-verbal cues such as nodding or saying "uh-huh". Ask open-ended questions to clarify or confirm what the speaker is saying, but avoid leading or closed questions. Paraphrase and summarize what the speaker has said to show understanding and remember main points. Provide feedback and appreciation for sharing their thoughts and feelings with you. By applying these strategies, you can demonstrate your professionalism, competence, and care in airport management.

4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?