Why many leaders hear but don't listen

Effective communication often tops the list of leadership traits. However, beneath the speeches and directives, a crucial skill is frequently overlooked: active listening. This goes beyond hearing words - it's an empathetic connection to another's message, fostering understanding, building trust, and ultimately, driving organisational success.

Research consistently shows a direct correlation between listening proficiency and trust. Leaders who actively listen are perceived as more trustworthy and effective by their teams, creating a psychologically safe environment where employees feel comfortable sharing ideas, concerns, and feedback without fear.

The foundation of a high-performing culture

A recent study by Oracle revealed that 85% of business leaders suffer from "decision distress"- regretting or questioning past decisions. Listening provides the necessary information to make informed and confident choices. It allows leaders to gather comprehensive information, including nuances, unspoken concerns, and diverse perspectives. This deeper understanding is crucial for making well-informed and strategic decisions.

A culture where active listening is prioritised is a breeding ground for innovation. When employees know their ideas will be considered and valued, they are more inclined to contribute creative solutions. Active listening is also an indispensable tool for resolving disagreements effectively. By ensuring all perspectives are thoroughly heard, leaders can de-escalate tension, identify common ground, and facilitate amicable solutions. This approach establishes a precedent for respectful communication within the team.

What’s more, employees who feel their voice is heard are significantly more engaged and committed to their work. According to Gallup, employees who feel their voice is heard are 4.6 times more likely to feel empowered to perform their best work. This sense of inclusion empowers individuals, boosts morale, and encourages a higher level of contribution and investment in organisational goals. When leaders listen to employee opinions, they not only feel included but also supported within the organisation.

When leaders go deaf

Conversely, the risks associated with a lack of active listening are severe and can undermine a leader's effectiveness and an organisation's health.

Leaders who fail to listen lose touch with the realities on the ground. They become isolated, making decisions in a vacuum without understanding the true needs, challenges, and aspirations of their teams. This leads to reduced employee morale, disengagement, and a perception that their contributions are undervalued. And when employees feel unheard, trust erodes. This can lead to increased cynicism, reduced loyalty, and a reluctance to share vital information in the future.

Without diverse input and a deep understanding of issues, leaders are prone to making suboptimal strategic decisions, overlooking innovative ideas, or misjudging market demands. This can lead to significant financial losses and a competitive disadvantage. Fortune 500 companies, for example, are estimated to lose $31.5 billion per year by failing to share knowledge across teams, often a symptom of a culture where listening is not prioritised.

A leader who believes they "know it all" stops asking questions and, consequently, stops listening. This hubris blocks critical feedback and new ideas, leading to stagnation and a lack of adaptability.

From hearing to impact

Active listening is not a talent - it's a learned discipline that requires intentional practice and a genuine commitment to continuous improvement:

·       Cultivate a listener's mindset: Recognise that the other person's perspective holds valuable information, even if it challenges your own. Approach each interaction with genuine curiosity and a desire to understand, rather than responding or rebutting.

·       Eliminate distractions, maximise presence: Being fully present signals respect and encourages openness. This undivided attention is the first and most crucial step towards accurate understanding.

·       Listen beyond words: Communication is far more than just spoken language – it’s body language, facial expressions, tone of voice, and pauses. These non-verbal signals often convey underlying emotions, hesitations, or emphasis that words alone might miss.

·       Embrace silence: Often, the most profound insights or deeply held feelings emerge after a moment of silence. Give the speaker the space they need to articulate their thoughts without feeling rushed or cut off fully.

·       Practice empathetic inquiry: Phrases like "Could you tell me more about that?" or "How did that make you feel?" encourage deeper sharing and understanding. Frame questions to explore their perspective, rather than leading them to yours.

·       Reflect and paraphrase for clarity: Briefly summarise what you've heard in your own words to confirm your understanding. This not only verifies your comprehension but also reassures the speaker that they've been heard accurately, building rapport and trust.

·       Withhold judgment: It's natural to have immediate reactions or opinions. However, active listening requires you to suspend these temporarily. Focus on understanding the speaker's message first, without evaluating or dismissing it.

·       Follow through: Even if no immediate action is required, acknowledging what was said and expressing appreciation for the input validates the speaker's contribution. This shows that their voice truly matters and encourages future engagement.

By embracing and championing active listening, leaders can unlock the full potential of their teams, foster a thriving organisational culture, and navigate the future with greater clarity, confidence, and collective strength. It’s an investment in human capital that yields invaluable returns - a more engaged workforce, sharper decision-making, and a leadership voice that truly resonates because it originates from a place of deep understanding.

At Acumen, we’re dedicated to equipping leaders with the practical tools to tackle real-life challenges. Our comprehensive range of training and development programs, including customised interventions and off-the-shelf courses, helps organisations foster a culture of respect and empower their employees. To learn more about our programmes and how they can benefit your organisation, please contact Simon at simon@askacumen.com.