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Great communication is at the heart of every successful freelancer-client relationship.
An underrated but powerful skill you can develop as a freelancer is an active listening skill.
Whether you are taking notes during a meeting, responding to a client’s concerns, or brainstorming solutions, mastering the art of active listening can set you apart from the competition.
What Is Active Listening?
It is great when you hear the words someone says to you in a meeting or a conversation, but active listening goes beyond just hearing. You must also learn to:
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Pay full attention to the speaker.
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Understand their message and intent.
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Respond thoughtfully and
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Avoid distractions or interruptions.
Think of active listening as building a bridge of trust and understanding between you and your client.
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Why Does Active Listening Matter for Freelancers?
Yes, freelancing requires you to deliver quality work to your clients, but that's not all; you also need to, create a strong relationship with them. In many ways, active listening can change the game for you.
Here are some points to note:
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By listening actively, you are less likely to misunderstand the project requirements.
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Understanding your client’s pain points helps you deliver tailored solutions and makes you a better problem-solver.
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Clients feel valued and heard, making them more likely to return to you for future work.
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Better clarity reduces miscommunication and misunderstandings, making projects smoother.
Practical Steps for Practicing Active Listening
1. Focus Fully on the Client
When you’re communicating with a client, eliminate distractions. For instance, close unnecessary tabs, silence notifications, and give them your undivided attention. I find notifications unsettling and turn them off for most apps by default.
When listening to clients, it is not the time for you to be "multitasking." Make sure you understand what your client is trying to express. If you are confused about what they're saying, ask the right questions to ensure you are both on the same page. Which leads to my next point.
2. Use Open-Ended Questions
Do not ask close-ended questions or leading questions.
Instead, ask questions where your client shares more details about their vision/projects.
Questions like:
“Can you tell me more about your vision for this project?”“What’s the biggest challenge you’re facing right now?”
Invite detailed responses and give you deeper insights into their needs.
3. Paraphrase and Clarify
Master the art of paraphrasing or repeating what the client said in your own words to confirm your understanding.
For example:
Client: “I’m looking for a social media calendar that’s easy to update.”You: “So you’re looking for a simple, flexible calendar format that you can adjust as required. Is that correct?”
This doesn't just ensure clarity but also reassures the client that you’re paying attention.
4. Observe Non-Verbal Cues
If you’re on a video call, pay attention to facial expressions, tone of voice, and body language. Things like these provide valuable context to words. For example, a client’s hesitation might signal uncertainty about a decision.
5. Respond Thoughtfully
Some listen just to respond rather than to understand. Avoid being in this category. Do not rush to provide solutions. Take a moment to process what the client has said and respond in a way that addresses their concerns.
Use phrases like:
“That’s a great point. Here’s how I think we can address it.”“I hear your concern about deadlines. Let’s create a timeline that works for both of us.”
6. Follow Up
After meetings or discussions, summarize the key points and action steps in an email.
For example:
"Hi [Client’s Name],
Thank you for today’s call! Here’s a quick recap of what we discussed:
[Key point 1]
[Key point 2]
Next steps: [Your action plan]
Let me know if I missed anything. Looking forward to moving ahead!"
This reinforces your understanding and keeps both parties aligned.
Scenarios:
Listen to this scenario:
This is how active listening plays out in real life.
Scenario 2: Misaligned Expectations
Without Active Listening:
Client: “I want the report to focus on customer feedback.”
Freelancer: “Got it. I’ll add some graphs and charts.”
Result: The client receives a report filled with visual data but no actionable insights from customer feedback.
With Active Listening:
Client: “I want the report to focus on customer feedback.”
Freelancer: “When you say focus on customer feedback, do you mean including specific comments or analyzing trends in the data?”
Result: The freelancer delivers a report that perfectly aligns with the client’s needs.
Scenario 3: Handling a Concern
Without Active Listening:
Client: “I’m not sure this draft fits our brand tone.”
Freelancer: “But I followed the brief exactly.”
Result: The client feels dismissed, and tension arises.
With Active Listening:
Client: “I’m not sure this draft fits our brand tone.”
Freelancer: “Thank you for the feedback. Could you share more about what’s missing so I can adjust it?”
Result: The client feels heard, and the freelancer gains clarity to improve the draft.
So, next time you’re in a meeting or working on a project, take a deep breath, tune in, and actively listen. Active listening is a simple but powerful skill that can elevate your communication and help you stand out as a freelancer.
Remember: It’s not just about hearing but understanding what clients
mean. I wish you the best in your freelance career in the new year!