Great Leaders Listen: Habits to Build Stronger Teams

The best leaders listen because they know their people see and experience things they may not see on their own. When employees feel heard, they are more likely to speak up and share ideas or concerns, and they will stay engaged in their work. The result? Leaders can make better decisions in a workplace built on trust.

Listening is soft skill that really should rank high on any leadership checklist. It shows employees that their opinions matter, but maybe even more importantly, it helps leaders to understand what their team needs to do the best work.

Of course, listening doesn’t mean saying yes to every idea or request. Sometimes you have to make a call, even if it may not be what your people want to happen. But when your team knows you heard them out and considered their feedback, they’re much more likely to understand and maybe even support the decision.

Listening Helps Keep the Focus on What Matters

It is important to keep the big-picture in mind. Leaders always have to consider the goals, deadlines, budgets and customer expectations that are the organization’s priorities. At the same time, the people who are doing the day-to-day work are the front line. They know when a process breaks down, or which customer concerns keep coming up, and what obstacle is making the job harder.

That is why leaders need to listen.

One thing that’s easy to overlook is that good listening starts with good questions. Asking a few follow-up questions and digging a little deeper can uncover problems before they get bigger. Digging can also bring out ideas from employees that may make the work process easier or even improve the customer experience.

For example, a leader may hear: “We keep getting the same questions from customers.”

They could immediately launch into an explanation of why the current process exists, and sometimes that may be appropriate. However, with a listening leader the response could be: “What questions are coming up most often, and how do you think we could make the information clearer?”

That response does two important things. One, it signals that the employee’s experience is valuable. And two, it invites help to solve the problem.

Listening Is More Than Staying Quiet

Listening means more than waiting for someone to finish talking. It means giving the person your attention to try and understand what they are saying.

For instance, if an employee says, “I’m having trouble getting everything done,” resist the urge to say, “We are all busy.” A better response is “What’s making the workload tough right now?”

From there a conversation can help figure out what’s really needed. Working together they can find the path needed to help with a specific roadblock. Without that conversation, it’s easy to make assumptions, and any solution may miss the real problem.

Good listening also means paying attention to what isn’t being said. Maybe someone who is usually enthusiastic has become quiet in meetings, or someone who used to share ideas has stopped speaking up. That doesn’t necessarily mean something is wrong, but it’s worth noticing. Sometimes, a simple check-in is all it takes to find out what’s going on.

A Lesson From Collaboration

Musician Tony Levin has shared an idea that applies well beyond music: strong performers do not focus only on their own part. They pay attention to what others are doing, listen to how everything is working together, and adjust when needed to improve the overall result.

A leader’s role is important, but leadership is not a solo performance. The work is stronger when you are in tune with how the entire team is functioning. Listen for confusion, frustration, ideas, concerns, and signs that people need support. Then, if needed, figure out how to adjust the approach.

Levin also points out that listening while performing takes practice. Well, it takes practice to use listening in the workplace, too. As a leader, you are often managing expected, as well as, unexpected problems. However, a few focused minutes of listening will avoid misunderstandings and help everyone be supported and willing to contribute.

Three Simple Ways Leaders Can Listen Better

Improving your listening doesn’t require a new program. Instead, just start with a few small actions that will improve the flow of conversation right away.

1. Start A Conversation With a Real Question

The next time you’re in a one-on-one conversation or even in a small meeting, ask a question that will give the other person a chance to be honest. Give them a little space to answer, there is no need to try to fill the silence. Here are a few things to try:

• “What is making your work harder than it needs to be?”
• “What is one thing we could improve on this team?”
• “Where could you use more support or clarity?”

You are not asking the question so you can jump in with your own answer. Be curious and really listen to their answer. This conversation might uncover an issue you didn’t know about, or it can even spark an idea worth exploring.

2. Repeat Back What You Heard

Before jumping in with a response, take a moment to repeat the main point in your own words. For example: “So, it sounds like the new process is taking extra time because the instructions aren’t clear. Is that right?”

It’s a simple way to make sure everyone is on the same page. It also a chance to fix anything you may have misunderstood before the conversation moves on.

3. Close the Loop

Once someone shares feedback, tell them what you’ll do with it. Maybe there will be a change, but it may be more correct to work to get more information and see if the change is needed. Be specific.

For example: “Thanks for bringing this up. I’ll talk to the team and get back to you by Friday.”

Following up shows that you listened and took the feedback seriously—even if the answer is no.

The Leadership Reminder

Leaders do not need to have all the answers. However, they do need to create an environment where people feel safe sharing what they know.

When leaders listen, they learn more about the real challenges their teams face. Because they have better information, they can respond with more clarity, empathy, and good judgment. Over time, that builds stronger relationships, more engaged employees, and better results.

Before your next important conversation, keep a simple reminder in mind:

Leaders listen.

This information is from the Improving Communications Leadership & Management training class. If you’re looking for ways to improve your overall communication skills, register for one of our upcoming public classes.

Upcoming Virtual Public Leadership Classes: