As a leader, I used to engage in conversations about challenges or ideas, without fully practicing active listening. In order to save time and provide immediate support, I would quickly suggest my input or make decisions based on what I believed was best for the company and the employees. However, the result was often disappointing.
Either nothing would happen, I would feel misunderstood, or the execution would be poor. Upon providing feedback later on, I realized that the employees were disengaged, lacked motivation, and did not truly understand my intentions. I would become frustrated not realising that the person in front of me was even more demotivated because they did not have the opportunity to fully share their opinion or input . It made me question wether I had truly listened to them and wether they were genuinely listening to me.
Research studies indicate that, on average, individuals effectively listen to only 25% of the information conveyed to them.
Effective leadership entails building trust and strong relationships, which are achieved through deep and meaningful communication with employees. Active listening is a crucial component of this process. Leaders might believe that it means taking the time to listen to employees. But this is just hearing. Active listening means fully engaging and fully understanding their perspective and experience. When employees feel that they are heard this way, it enhances their engagement, their motivation and their overall performance.
Before we dive deeper into the topic of active listening, let me ask you the following questions:
- On a scale from 1 to 10, how would you rate your listening skills?
- What do you believe is important in the way someone listens to you?
- As a leader, when you are listening to a peer or an employee, what thoughts go through your mind? Are you fully focused on them or are you already building your opinion or thinking of solutions?
It is important to be aware of our own thoughts processes while we are listening, as it has an impact on the way we understand and interact with others.
Active listening means listening with attention, being fully present and focused on the person, with the intention of truly understanding not just the words, but also the underlying meaning and significance for that person as a unique individual with their own experience.
It implies engaging with the other through verbal and non-verbal cues .
THE THREE TYPES OF LISTENING
There are three main types of listening that vary in their level of depth and focus on the speaker. The two last ones are considered as active listening, which are valuable for leaders to build connection and trust with their peers and employees.
To illustrate each level. I will share a simplified conversation I had with the CEO of the company I work for in the countryside of Austria.
The CEO expressed the desire to establish a 34-hour workweek in our company and proposed experimenting with it in our most profitable department.
I will present various hypothetical responses that reflect different levels of listening.
Level 1 Listening
While communicating, we often find ourselves engaging in what appears to be listening but it may more accurately be described as „hearing“. Merriam-Webster defines hearing as the “process, function, or power of perceiving sound; specifically: the special sense by which noises and tones are received as stimuli.” Level 1 listening revolves around the impact those stimuli have on us. We subconsciously assess how the speaker´s words relates to us, how we personally interpret their message and how we would respond from our unique perspective. It is a conversation that takes place within ourselves while listening to what the other person is saying.
In our illustration, while the CEO is presenting his idea to me, I find myself engaged in the following internal dialogue „Oh no, it is coming here too! How can I communicate to him respectfully and without demotivating him that considering such radical measures is premature, particularly as we are located in the countryside far removed from the labor market changes. I am also concerned about the negative impact on our results“.
I reply to him „thank you for your suggestion, I truly appreciate it when leaders show concern for the employees. However I believe it is too early to implement the measure. Perhaps it would be better to wait until next year and revisit the topic then“.
And this is the end of the conversation!
Level 2 listening
Level 2 listening involves actively directing your attention towards the other person, setting aside your own thoughts and entering a non -judgemental state. When you listen at this level, you intentionally focus on both the verbal and nonverbal cues to grasp the full meaning behind their words, tone of voice and expressions. It entails being present , curious and asking questions to understand the other person´s perspective and view. Do not hesitate to mirror back what you heard to ensure you have a complete understanding.
By immersing yourself in the present moment, you create a space where the person feels truly heard and understood.
In our illustration, I actively listen without judgment and observe from the tone of his voice and his facial expression that he is enthusiatic about the idea and it holds significant importance to him .
I respond „ I can see and hear your enthusiasm . Why is that important for us?“
The CEO replies „ I conducted a survey within the company, and it revealed that our employees are seeking a better work-life balance and wish to have more free time. Furthermore , implementing the 34-hours workweek will enhance our reputation as employers in today´s challenging labor market “.
Curious, I enquired further „ How do you ensure that the quality of our services for clients is maintained?“
The CEO assures: „we will structure the working hours in a way that ensures the quality remains intact. I firmly believe that by demonstrating care for our employees, they will strive to provide the best service. Moreover, clients value companies who care for their employees´well-being“.
Then I ask „what about the potential challenges in terms of efficiency?“
CEO….
Following the conversation we started the process of experimenting the 34-hours workweek in the department, to expand it later to the entire company.
Level 3 listening
This level of listening is more holistic as it considers the person as a whole, taking into account their life experience, values and beliefs. One cultivates curiosity not only about what is expressed in the moment, but also about the underlying reasons behind it – what it means to the person.
This active way of listening is particularly important in today´s culturally diverse workplace. Effective intercultural communication entails learning about and acknowledging the different cultural backgrounds.
This level of listening is what coaches, or leaders adopting a coaching style, should strive for. Genuine curiosity is key; no assumptions are made, and the listener is curious about the meaning and significance of what is being said , putting it in the context of the speaker´s life experience.
In our illustration , I listened attentively to the CEO, keeping in mind what I knew about his life, his interpersonal skills, and his genuine care for people. I observed how he extends this care beyond the office, create a warm and positive atmosphere for both employees and his family and friends.
I say: „ I can see your enthusiasm , why is that important to you?“
The CEO responds: „ I genuily care about the well-being of the employees and their desires. I firmly believe that by demonstrating care this way they will become more engaged, motivated and loyal. My goal is to see smiles and at the same time enhance efficiency within the office“.
Curious to know more I enquire: „ What strategies will you employ to ensure that employees enhance their efficiency ? „
The CEO explains: „ I will provide them with trainings and coaching opportunities. Moreover we will establish KPIs and feedback processes.“
I go on asking „ what would it mean to you to implement such a measure?“
The CEO reflects and answers „ Implementing the 34-hours workweek would mean becoming the leader I aspire to be: someone who deeply cares, trusts, supports and inspire others. And I believe in the positive impact on the company and the results“.
……..
In your next conversation actively listen by implementing the following :
Be fully present : dedicate your complete attention to the person talking to you. Listen with intention and focus avoiding any distractions.
Shut off judgment : maintain an open mind and avoid forming judgment or engaging in internal conversations.
Observe body language: pay attention not only to the words being spoken but also the non-verbal cues. It can provide valuable insight to their emotions and underlying messages.
Adopt a curious mindset; don´t tell, ask questions instead. This will allow the person to deepen the conversation, and will allow you to better understand.
Give space: create a safe space for the person to express themselves without interruption. Also do not break the silence while the person is thinking.
Summarise and confirm understanding: after the person has shared its thoughts briefly summarise what you understood from their message. Seek confirmation to ensure accuracy and to demonstrate that you are actively listening.
Improving our listening skills is not a simple task; it requires dedicated practice. However it is an essential skill for leaders , as active listening is an integral part of their role. People feel truly valued and motivated when they sense that their thoughts and opinions are not only heard but also understood. They are engaged and energized when they believe that their voices genuinely matters and contribute to the larger conversation.