Tell me about a time your listening skills helped you solve a problem.
This question probes your communication skills and how active listening plays a role. Someone with above-average communication skills can identify a communication breakdown, or the potential for one, and adapt their communication style to the lesser-skilled person. Active listening is a crucial component of this. Give an example that demonstrates how you avoided miscommunication by using your listening skills while asking clarifying questions to ensure everyone was on the same page. Three keywords Square uses on their site, combined in a key phrase, is 'Read, watch, and listen.' Consider incorporating these into your answer.
"There was a big project at the end of a course I was taking in college, and there was one aspect of the instructions I didn't understand. I read the instructions several times, but the language was a bit messy. I asked my fellow students, and one interpreted it one way, and another understood it differently, so I decided to approach my professor. But this particular professor would often talk over you and assume they knew what you were going to say before you had a chance to say it. I anticipated this and started to explain that several students had different interpretations of one aspect of the project. I led the discussion by prompting them to ask questions. I showed them the section I highlighted, and they read it, and I actively listened to what they had to say, hoping their verbal instruction would provide clarification, which it did. I mirrored what they said, yet used my own words instead of theirs to make sure they understood my interpretation as I understood their explanation. I watched their facial cues as I got to the point in question, and there was no confusion. They confirmed we were on the same page. I then suggested they clarify this with the rest of the class, as I wasn't the only one confused by it. They thanked me, and later on, I scored 140%."
"My boss asked me to manage a project that involved various tasks which I'd never done before, including running new reports that would aid in solving a consistent customer problem we had encountered. After my boss communicated the main issues clients were experiencing, I made sure I understood what she needed of me by asking straightforward questions that got to the crux of the issue, including 'So what you're asking is...?', 'Do you mean that you need me to do (X)?,' and 'What do you think about (X) approach?' When navigating new territory, I found it helpful to ask clarifying questions. I read her instructions, watched her facial cues, and listened to what she had to say. Once I was sure we were on the same page, I jumped on the project, and my boss was impressed with my solution."
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