Review of The SOLER Model
I recently received an email from an individual who attended a conference where I spoke asking me if the SOLER model would be good to use with his staff. I answered that I have no idea what that model is, don’t want to be put on the spot of evaluating someone else’s work, and believe any efforts towards better listening is a positive sign.
The emailer wasn’t satisfied, “After I heard you speak at the conference, and after I took Hear! Hear?® [the listening assessment we designed], I think this model is too simplistic. That’s why I want your opinion.”
I agreed to look at the model, without learning the developer’s name lest I might seem swayed one way or the other by a personal connection. Actually, I know only a few people in the International Listening Association (ILA), some neuroscientists, and people whose research I follow; but I wouldn’t want to offend or overly praise someone rather than the work.
Following is the model. It’s straightforward, simple, and somewhat easy to remember (ROLES would be even easier and more connected to the subject):
Square – facing the other person, not facing someone else or talking over your shoulder
Open – open posture, not crossed arms, crossed legs, face hidden in hand
Leaning – leaning slightly forwards, not leaning back or slouching
Eyes – good eye contact, not avoiding the other person’s eye, but not staring without blinking either! In some cultures making eye contact with someone you don’t know may be considered rude; find out about the person’s culture if you don’t know.
Relaxed – natural, not fidgeting, fiddling with objects, or being tensed up (e.g. tight, raised shoulders)
After I saw the model, I asked the emailer about his reservations about it. He said, “From what I know about the four types of listening habits that you present, not all of them would actually follow the model, especially Inner-Personal Listeners. And not all cultures are comfortable engaging in these ways; all, not just eye contact. Am I on the right track?”
I congratulated him on his astute observations and agreed with them. This model, like active listening, works well for Extra-Personal Listeners. They do listen for meaning for and impact on others, so it’s natural for them to use body language to connect with others.
For people with the other three listening habits, the hints in this model won’t resonate. For example, Problem-Solving Listeners rarely use Open. Their posture is much like Rodin’s The Thinker. They often look pained when they listen because they’re concentrating. Telling Problem-Solvers to look more open will most probably change their focus and the opposite of truly listening will occur.
“Thanks, I guess I won’t give this SOLER model to everyone as a blanket set of rules. Will you help me create three more for the other habits?
“You have a good grasp of the habits. How about you take a stab at it, and I’ll comment?”
From now on, we’ll spend more time on Body Language when certifying people to become Listening Impact Practitioners.
