Listening to Learn at Work: Research and Practical Application

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Introduction

A primary skill in great leaders is the ability to cultivate strong positive relationships.  These relationships not only help people feel connected to the leader, the organization, and its mission, but also reinforce that they are supported, heard, and set up for success. Safety leaders who prioritize listening have a force multiplier in influencing, while a safety leader with weak listening skills often has less influence and impact.

Background

Listening is a key workplace skill that shapes how employees connect with their leaders, build trust in the organization, and stay motivated on the job. At Krause Bell Group, we have also found that listening by leaders is an essential building block for the culture and learning required if we are going to eliminate SIFs from our operations. 

Unfortunately, even when we think we are listening, employees don’t always feel heard. Research shows that employees judge being heard on how well their needs and expectations are met, which explains why perceptions of listening can vary so much. A recent study of leadership behaviors before, during and after conversations identified factors that contribute to feeling heard or unheard at work.^[1]

Key Findings

The study, conducted with 41 bank employees, found that attentive listening during conversations is necessary but insufficient to ensure employees feel heard. Employees feel heard when their expectations are met, either stated or unstated, and employees feel unheard when leaders are distracted, dismissive, or fail to follow through with action.

Paths to Feeling Heard

The research identified three main paths to feeling heard:

1. Conversational growth, where discussions alone meet the speaker’s needs.
2. Feeling heard through action, where follow-up actions solidify the interaction’s impact
3. Tentative listening, where trust in future actions provides initial reassurance.

Employees appreciated when their input led to meaningful changes, improved tools, or personal career growth.

Practical Tips

The following table lists several behaviors that increase employees’ perceptions of being heard, as well as some that take away from their sense of being heard.  

Put this chart near your phone or next to you during an important meeting for reference. Observe your own behavior and see how often you find yourself engaging in each of them. If you want to strengthen the sense that people feel heard and understood by you, it may be a matter of increasing “Behaviors with Positive Impact” or decreasing “Behaviors with Negative Impact”.

Conclusion

Great leaders make their team members feel valued, respected, and heard. By being present, asking thoughtful questions, following through with action, and committing to continuous improvement, you’ll not only enhance your listening skills but also build a more engaged and motivated team. Start small, implement these practices consistently, and watch as your leadership impact grows.

Discover more information about effective leadership in Tom Krause and Kristen Bell’s book 7 Insights Into Safety Leadership. 

Krause Bell Group also has tools to help leaders improve their listening skills and become stronger overall. To learn more about our 360 Leadership Evaluation or coaching, contact us for a consultation.

[1] Kriz, T. D., Kluger, A. N., & Lyddy, C. J. (2021). Feeling heard: Experiences of listening (or not) at work. Frontiers in Psychology, 12.