Improve business performance by creating an active listening culture

I often wonder what would happen if people actually listened to each other. You know, really listened. This means not speaking themselves but taking the time to absorb the message and reflect upon it before jumping in with their views.

All sorts of interesting possibilities present themselves. Misunderstandings can be avoided. Good ideas can become great. Efficiencies can be found. Respect and mutual understanding can be enhanced. New and more effective ways of working can be developed. Quite simply, the art of active listening is the single most important behaviour that builds empathy and puts us in the right frame of mind to spot opportunities.

So why don’t we do it more often? Receptive listening can be dumped in favour of a permanently ‘on’ broadcast approach, often because of time pressures. Sometimes it stems from a misguided need to dominate and control. Frequently, it is simply because this mode of communication has become habitual.

What is clear is that broadcast only can be particularly damaging if the communication is about something complex or sensitive. It is just not possible to build trust and create a meaningful dialogue if the person on the receiving end feels the inherent lack of respect that is displayed by not properly listening to their viewpoint. Ultimately, such an approach can create the impression of arrogance, reduce engagement and undermine confidence.

Turning around broadcast behaviour takes self awareness coupled with discipline and real effort. We are bombarded daily by people in organisations who relentlessly broadcast their messages at us. It is simply exhausting trying to keep up. How different it is to experience someone asking questions, taking a genuine interest in the answers and then providing information that is relevant, useful and appropriate.

From an employee engagement point of view, it is much more motivating for a member of staff to have their views recognised and feel part of the discussion and decision making. One of the most powerful techniques to engage people is to allow them the space to air their views and to take the time to listen and thank them for it. This is not just about being polite.

Actively listening enables authentic two-way communication, which can yield direct and lasting business benefits. When people become comfortable enough to speak up, you’ll find that motivation and teamwork improves. You’ll also uncover ideas that enable better ways of doing business.

Nowadays, genuine two-way communication is more important than ever as employees want open conversations with their employers about what is happening in the business and how this affects them. In tough times, people urgently feel the need to be listened to and have influence.

Creating an active listening culture helps people to cope with change, deal with uncertainty and respond to challenge with energy and enthusiasm. Leaders also benefit, as strategy isn’t developed on high and without the context of grassroots feedback.

Find ways of holding conversations with your people, whether that is through small group meetings, lunches, team ‘huddles’ or simply walking around and talking to people. Don’t just push the broadcast button. Listen.