LISTENING LEADERSHIP
A massive change in leadership which is most definitely for the better, is in developing the art of effective listening. Gone are the days of dictatorial leadership if you actually want to lead a successful, agile business and I say, hooray!
Seek first to understand.
The first principle of true listening, and learning is to seek first to understand, and then to be understood. You hear with your ears, but you listen with your entire being, your eyes, your head, your heart. It is about paying attention to the words, how they are spoken and then putting into the context of what you know about this person.
I may not always agree or like what my team is saying to me, but I listen to what they say. I give them the safe space to express their opinion without fear or guilt. Equally, we, as a company, have been able to innovate and adapt due to working in partnership with our clients. We see ourselves as their second homes, therefore, the same principle applies to them as to our employees. It is open, respectful and authentic. And that is how trust is fostered.
Show empathy.
It is not good enough to simply listen and hear what is being said. Empathy is a critical part of effective listening – the link between us and others. It is how we understand what others are experiencing as if we were feeling it ourselves and is a necessary skill in order for leaders to inspire understanding and knowledge in team members. It opens doors and removes confusion.
As an example, we make sure everyone knows why others are on the team and the value that they add. This promotes respect. We also ensure that people know how to communicate with others of a different mindset in a positive way.
Externally it is crucial as well. So many of our clients have been so grateful for our approach to payments throughout the pandemic, for example. It is the right thing to do, yes, but it also creates loyalty and that word, trust, again.
Remove barriers.
Effective listening comes naturally to some, to others it needs a little practice and in today’s world, there are countless distractions and time pressures to distract us. So, minimising them is a skill to be learned. For example, if you are thinking of how you are going to answer someone before they have finished, you’re not listening to the complete message. If you are looking at your phone whilst someone else is talking, you are not listening effectively. And if you are listening just for the facts, not the background, emotions or body language, you can miss the message.
Recognise these barriers and you can work on your listening effectively, for the good of yourself and the business. Remind yourself to seek first to understand, try to determine the passion behind the words, ask others if you are a good listener but most importantly keep learning.
There is a lot to be said for true listening, and learning. Not simply hearing what a client or team member is saying but taking notice and acting on what they are saying. It is about building positive relationships.
If you listen effectively not only will you learn, innovate and create, you are more likely to inspire your employees and that is what we need from our leaders in the ever-changing business landscape.
By Joanna Swash
Joanna Swash is Group CEO of Moneypenny, a business which employs 1,000 people globally and supports over 21,000 clients through telephone answering, live chat, switchboard and multi-channel services. Joanna is well known for her commercial acumen and hands-on leadership style and she is passionate about developing people and creating a culture that breeds success and innovation.
