Listening: The Leadership Superpower
Whenever I'm asked about my leadership approach, my immediate response is always, "I listen." This may seem an unconventional choice, as typical leadership jargon often highlights attributes like innovation, creativity, adaptability, and motivation. Nonetheless, the art of listening, frequently undervalued, truly unlocks a leadership superpower.
Why is listening so important?
Primarily, it cultivates trust and respect. Leaders who listen attentively demonstrate regard for their team members' viewpoints, nurturing an environment of openness and trust. This not only bolsters employee engagement and devotion but also spurs innovation and ideas. Surprisingly, the most insightful suggestions often come from unexpected sources, such as the front desk officer or security staff, who offer unique insights into clients' initial impressions. Listening to these voices enhances innovation and creative problem-solving. Moreover, it's instrumental in conflict resolution, an aspect often overlooked in our fast-paced world, where hasty solutions overshadow the need for understanding and constructively addressing the core issues.
Despite spending about 55% of our communication time listening, less than 2% of individuals receive formal training in this skill. This discrepancy is significant, considering the profound impact effective listening has on workplace dynamics and outcomes. For example, managers adept in listening are seen as superior leaders, fostering more inclusive environments. Employees who feel heard are 4.6 times more likely to feel empowered to excel. Companies led by listening experts report a 77% higher rate of employee satisfaction, and adept listeners can achieve sales up to 42% higher than their less proficient counterparts (Gitnux).
Indra Nooyi, former CEO of PepsiCo, a leadership icon and one of my all-time fav, exemplified a listening-centric leadership model. Nooyi regularly spent time on the ground, listening to employees, customers, and stakeholders, and incorporating their feedback into her decisions. This approach helped PepsiCo navigate market changes successfully, leading to consistent growth during her tenure.
Mastering active listening demands self-discipline, concentration, and control. It involves comprehending not just the words but the underlying message and emotions. Effective listening requires processing verbal and nonverbal cues, like body language, tone, and inflection, while focusing on the speaker rather than our internal distractions.
So how do we really listen?
Here are six practical strategies from my experience as a leader/manager:
Focus entirely on the speaker: It’s important to Listen without judgment and avoid formulating a response prematurely.
Be Observant: Sometimes our teams say a lot by not saying anything, especially in group meetings. One thing I do (in physical meetings) is pay attention to body language while in virtual meetings, I ensure to seek everyone’s opinion so being quiet on a call won’t cut it.
Acknowledge what is being said: Simple acknowledgments indicate active listening. In some cases, repeat what the speaker has said so it confirms you were listening.
Avoid interrupting: Let the speaker finish their points before asking questions or responding.
Embrace note-taking: I am an avid note-taker. I walk around with notebooks to jot down key points, when my notebook is not with me I use my devices. Taking notes gives me something to reflect on in my quiet time and helps me make better decisions.
Listening has helped me become a better manager and leader. By truly hearing my team, I've resolved challenges, fostered innovation and productivity, and even uncovered hidden talents within my colleagues – all by simply listening.