Active Listening
Effective leadership starts with truly hearing those around you. More than simply hearing what the other person is saying, active listening requires recognizing their emotions, concerns, and perspectives, and creating space where they feel respected and understood.
To understand why active listening matters in leadership, it helps to look at what effective communication involves. In every conversation, participants have two goals: to accurately understand the message being communicated—both the words and the emotions behind them—and to show they’re present, engaged, and open to the other person’s point of view. This second goal matters not only because it reflects kindness, but because when people feel unheard, they tend to withdraw.
Distractions are common, and meaningful listening often takes a backseat. But when leaders make it a priority, they build stronger relationships, make better decisions, and create a culture of excellence.
Self-Assessment:
Active Listening
Please take a few moments to contemplate the following self-reflection questions. Where can you identify opportunities for personal growth in your leadership?
Do I actively listen when others are speaking, without interrupting or formulating my response prematurely?
Do I give the speaker my full attention during conversations?
Am I genuinely interested in understanding the speaker's perspective?
Am I skilled at asking probing questions to better understand others' perspectives?
Can I recall key details from recent conversations and discussions?
Do I maintain eye contact and use non-verbal cues to show I’m engaged?
Do I demonstrate empathy and understanding toward the speaker's feelings and concerns?
Do I avoid passing judgment or making assumptions about what the speaker is saying?
Remember, this self-assessment is just a starting point for understanding your knowledge of Active Listening as a leader. It's essential to reflect on your responses and actively work on areas where improvement is needed. Additionally, seeking feedback from others and working with your ECFL Leadership Coach can provide valuable insights into your strengths and weaknesses.
Recently, the Ken Blanchard Companies conducted a leadership survey of over 800 professionals to identify the most critical leadership skills needed in their organizations. At the top of the list? Listening. It ranked above other leadership skills, such as building trust or managing change.
Blanchard’s study confirms what many of us know: the most important leadership skill needed for success is listening. Listening is a skill that costs virtually nothing but can produce incredible results. If we hope to have any degree of personal success, we have to listen well to our bosses, our teammates, and those whom we lead. Likewise, listening to our clients is critical for success in business. And if we fail to listen to our family or our close friends, we will miss out on many of life’s greatest blessings.
“One of the most sincere forms of respect is actually listening to what another has to say.”
The Foundations of Active Listening
Active listening is grounded in presence, empathy, and adaptability. These elements create the foundation for meaningful communication and trust:
Presence means giving your undivided attention to the speaker, free from distractions. When you focus entirely on the conversation, you demonstrate respect and encourage openness. This creates a safe space where individuals feel heard and valued.
Empathy takes active listening a step further by recognizing and validating emotions. Understanding what the speaker is feeling—not just what they are saying—builds trust and strengthens your connection. Simple acknowledgments like, “I can see why this matters to you,” make a big difference.
Adaptability ensures that your listening style meets the needs of the conversation. Whether it’s providing a supportive ear during a personal discussion or analyzing key points in a strategic conversation, tailoring your approach reinforces trust and effectiveness.
“The quality of our listening determines the quality of our influence.”
John Izzo, author of the book Stepping Up: How Taking Responsibility Changes Everything, believes active listening is crucial to getting the most out of employees:
“The bottom line is that people want to be heard and feel valued… When decisions are made without getting input from people, they tend to hold back their ideas and take less initiative to make improvements.”
This dynamic can show up in subtle ways, such as when someone hesitates to ask a follow-up, avoids voicing a concern, or chooses not to offer an idea. The following scenario illustrates how a leader’s presence during a simple exchange can either build trust or erode it.
Kim Ickle and the Missing Element
Kim Ickle was only a few weeks into her role and still getting used to the way things worked in the lab. One morning, she paused before starting a new process and decided to double-check a detail. She went to her supervisor, Mike, and asked a quick question. Mike didn’t look up. He stayed focused on his screen, gave a short answer, and waved toward the process binder on the shelf. Kim nodded, said thanks, and walked away, still unsure if she had the right information.
An hour later, she asked the same question… but this time to Daniel, another supervisor. Daniel paused what he was doing, turned to face her, and asked a few quick follow-ups to make sure he understood what she was asking. He repeated part of what she said just to confirm, then walked her through the answer without rushing. The whole exchange took less than two minutes, but it felt different.
Both supervisors had the same knowledge. Both were capable. However, only one made space for a real conversation.
Kim didn’t say much about it at the time, but she remembered. And the next time she had a question, she didn’t think twice about who to ask.
These moments can be easy to miss, especially during a busy day. But over time, they shape how people communicate, who they go to for help, and whether they speak up again. When leaders take a few extra seconds to stop, listen, and check for understanding, it creates a work environment where people are more likely to ask questions, share ideas, and stay engaged.
The difference in how each supervisor listened left an impression that shaped how Kim chose to engage, demonstrating the power of active listening. How would you have handled things?
Strong listening doesn’t always require long conversations or dramatic feedback. Often, it’s about staying present when it would be easier to multitask or rush through a reply. Leaders who treat listening as a discipline, not just a skill, create stronger teams and clearer direction. The following best practices offer a grounded approach to listening with more clarity and care.
Best Practices for Active Listening:
Be Fully Present: Focus completely on the conversation at hand by setting aside distractions like phones or emails. Being present shows the speaker that their thoughts are your priority. Even small gestures like maintaining eye contact and nodding convey genuine attention. This level of focus creates an atmosphere of respect and trust.
Show Empathy: Listen not just to the words being said but to the emotions behind them. Acknowledge feelings by saying things like, “It sounds like that was challenging for you,” or “I can see how that would be exciting.” Validating emotions strengthens connections and demonstrates that you care about the person, not just the message.
Ask Open-Ended Questions: Encourage deeper dialogue by asking questions like, “Can you tell me more about that?” or “What do you think could be a solution?” Open-ended questions invite the speaker to expand on their thoughts, providing you with a clearer understanding and fostering a collaborative conversation.
Paraphrase and Summarize: Restate what you’ve heard to confirm understanding and show that you’re engaged. For example, you might say, “So, what I’m hearing is that you’re concerned about meeting the deadline due to limited resources—is that correct?” This technique ensures clarity and prevents misunderstandings.
Be Patient: Avoid interrupting or rushing the speaker, even if the conversation feels slow. Give the speaker time to express their thoughts fully. Patience allows for deeper insights and signals that their perspective is valued, even in challenging or lengthy discussions.
Adapt to the Situation: Tailor your listening approach to fit the context. For example, if someone is sharing a problem, focus on empathetic listening. If they’re seeking advice, shift to a more solution-oriented approach. Flexibility ensures your response meets the speaker’s needs.
Follow Through: Active listening doesn’t end when the conversation does. Take action on any commitments made or provide updates where needed. Following through shows that you take the speaker’s input seriously and reinforces their trust in your leadership.
Model Positive Listening Habits: Set an example for others by consistently practicing active listening. This not only builds your credibility as a leader but also encourages a team-wide culture of open and respectful communication.
Mastering the art of active listening opens the door to richer, more authentic interactions. It invites a world where conversations are bridges to greater empathy, where every voice is heard, and where the depth of human connection is celebrated. Embrace these practices and embark on a journey toward becoming not just a better listener, but a better communicator, leader, and friend.
Reflection Questions
What listening challenges do you face, and how do they impact your team or coworkers?
What strategies can you use to make sure that you’re fully present and engaged in conversations?
Has there been a time when you didn’t engage in active listening practices, and as a result, there was a negative consequence? What could you have done differently?
Elevate your understanding of Active Listening by taking flight with the following resources. Use this opportunity to navigate, uncover, and expand the horizons of your leadership influence.
The Art of Active Listening: The Harvard Business Review Guide
Amy Gallo (7:38)
Active Listening in the Workplace: How It Makes You a Stronger Manager
The Art of Listening
Simon Sinek (5:13)
