As consultants to the investment management industry, we have to focus on the activity at hand, listen to our clients, and capture/replay their requirements to ensure understanding. It is a critical step in ensuring the success of the engagement. Here are four very basic techniques that we employ during our interview process.
- Remembering – The human mind is bad remembering details, especially for any length of time (except for 'Sheldon Cooper' of The Big Bang Theory sitcom!). Remembering details from prior conversations proves that attention was kept and will encourage the speaker to share more. It is OK to take brief notes to jog your memory.
- Questioning – You can demonstrate that you have been paying attention by asking relevant questions that help to clarify that the correct information has been received. This also reinforces that you have an interest in what the speaker is saying.
- Reflection – Repeat or paraphrase what the speaker has said to show comprehension. This reinforces the message of the speaker and demonstrates understanding.
- Summarization – Repeating a summary of what has been said back to the speaker is a technique used by the listener to repeat what has been said in their own words. It gives the speaker a chance to correct if necessary.
While there is much more to the requirements gathering process, you can start off on the right path to documenting solid requirements by employing these basic active listening techniques.