The HURIER Model of Listening

In a world of constant distractions, truly listening to others has become something of a lost art. But what if there was a structured approach to help us become better listeners? Enter the HURIER model – a comprehensive framework for active-empathic listening.

Whether you're a manager looking to improve team communication or an individual aiming to enhance your interpersonal skills, understanding and applying the HURIER model can lead to more meaningful, productive conversations.

In this article, we'll break down each component of the model and provide practical tips for putting it into action.

Understanding Active-Empathic Listening

Before we dive into the specifics of the HURIER model, it's important to understand the concept of active-empathic listening, a combination of active and empathic listening. This approach allows listeners to engage fully with the speaker, both cognitively and emotionally.

Active-empathic listeners not only pay attention to the words being spoken but also to the speaker’s underlying emotions, intentions, and needs. It requires more effort than passive listening – but the payoffs are certainly worth it. [1]

What Is the HURIER Model?

The HURIER model was developed by Dr Judi Brownell, a professor at Cornell University's School of Hotel Administration. Brownell introduced the model to provide a comprehensive framework for understanding and improving listening abilities.

The HURIER model provides a structured framework for developing active-empathic listening skills. By consciously engaging with each component of the model, listeners can cultivate a deeper understanding of the speaker's message and respond in a way that demonstrates genuine empathy and understanding.

The Six Components of the HURIER Model

Let's dive deeper into each component of the HURIER model to understand how they contribute to effective, empathic listening. [2]

Hearing

Hearing is the foundation of listening. However, it’s about more than just picking up on what someone’s saying – it's about actively directing our attention to the speaker. Properly hearing requires giving whoever’s speaking your undivided attention by looking at them, putting aside distracting thoughts, and avoiding external disturbances.

For example, in a busy office, properly hearing your colleague might require turning away from your computer screen, silencing your phone, and focusing on the person speaking. By creating an environment conducive to focused listening, you set the stage for a meaningful exchange.

Understanding

Understanding requires processing what you’re hearing and making sense of the information being conveyed. If you’re being shown how to use a new piece of software by your manager then you need to fully understand what they are telling you, otherwise you’ll struggle to get to grips with the tool.

Consider using both verbal and non-verbal cues to show engagement. Maintain eye contact, nod occasionally, and use appropriate facial expressions to demonstrate that you're fully present and interested. Small verbal acknowledgments like "yes" or "uh-huh" can encourage the speaker to continue.

Remembering

Remembering involves retaining key information from the conversation. It's crucial for following complex discussions, recalling important details, and building on ideas over time. For instance, during a project meeting, remembering allows you to recall earlier points made by team members when it's time to make key decisions.

Effective note-taking can be incredibly helpful during this stage. The Cornell Note-Taking System, developed by Professor Walter Pauk, is an excellent tool for organizing and analyzing information to aid recall. This system involves dividing your notes into sections for key points, detailed notes, and a summary.

Taking notes not only helps you remember but also signals to the speaker that you value what they're saying.

Interpreting

Interpreting means analyzing the message to grasp its full meaning, including any subtext, emotions, or implications that might not be explicitly stated. If a colleague says, "Sure, I'll get it done," in a hesitant tone, interpreting might lead you to realize they're uncertain about their ability to complete the task.

This stage involves reading between the lines and decoding the many layers of the message. Be aware of your own biases and how they might impact your interpretation of what’s being said. Use emotional intelligence to put yourself in the speaker's shoes, which will help you truly understand their perspective.

Evaluating

Evaluating is a critical stage in the HURIER model where you assess the message objectively and thoughtfully. When a team member proposes a new approach, for instance, evaluating means considering how it aligns with team goals, available resources, and potential outcomes.

This step involves analyzing the content, not to find flaws or criticize, but to understand the full value and implications of the message. This understanding will inform your response and any subsequent actions or decisions.

Responding

Responding is how we demonstrate our engagement and understanding. It includes both verbal and non-verbal feedback that shows we're actively listening and processing the information. Responding might involve nodding, maintaining eye contact, asking relevant questions, or summarizing what you've heard to confirm understanding.

Your response defines whether the speaker feels you’ve properly listened to them or not, which will influence your relationship moving forward. It’s crucial to ensure it’s thoughtful and relevant to the speaker's message. This will help create an atmosphere of psychological safety, where people feel comfortable sharing their thoughts and feelings.

By consciously engaging with each of these components, you can significantly enhance your listening skills and become a more effective communicator.

The Benefits of Engaging with the HURIER Model

Intentionally applying the HURIER model in your daily interactions offers significant benefits, both for individuals and managers. Let's explore some of these advantages in closer detail.

For Individuals

• Greater Understanding: By focusing on each component of the model, you're more likely to grasp the full meaning of messages, reducing misunderstandings and miscommunications.
• Improved Relationships: Active-empathic listening demonstrates respect and genuine interest, which research shows can strengthen personal and professional relationships. [3]
• Better Problem-Solving: By fully understanding and evaluating messages, you're better equipped to address issues and collaborate effectively.
• Increased Empathy: The model encourages you to interpret and understand others' perspectives, fostering empathy and emotional intelligence.
• Personal Growth: Practicing HURIER can help you identify and improve your listening weaknesses, contributing to your overall personal development.

For Managers

• More Effective Leadership: Leaders who listen well are better able to understand their team's needs, concerns and ideas, leading to more informed decision-making.
• Improved Team Dynamics: When managers model good listening skills, it encourages open communication within the team, fostering a more collaborative environment.
• Better Conflict Resolution: The HURIER model's emphasis on understanding and interpreting can help managers navigate and resolve conflicts more effectively.
• Increased Employee Engagement: Employees who feel heard are more likely to be engaged and motivated in their work.
• Enhanced Coaching and Mentoring: The model provides a framework for more effective one-on-one interactions, allowing managers to provide better support and guidance to their team members.

The HURIER model can transform the way we communicate, leading to more meaningful interactions, stronger relationships, and better outcomes. By investing time and effort into developing these listening skills, we can become more effective communicators – and more successful in our personal and professional lives.

Let's Act

To practice your active listening skills, think about a real workplace challenge you’re facing and use the HURIER model to help you tackle it. You could try this with a team member or colleague in a conversation this week, for instance.

During the conversation, focus on:

• minimizing distractions.
• using your body language to acknowledge the information you’ve heard.
• taking notes, if appropriate.
• picking up on the other person’s non-verbal cues.
• suspending judgment until you have all the information.
• using open-ended questions, and checking your understanding where necessary.

After the conversation, reflect on the impact of this approach on the discussion and outcome. What worked, what didn’t, and what could you differently next time?