Why Managers Should Listen – Carole Spiers

The Foundation of Effective Leadership

Listening is one of the most underrated yet critical skills a manager can possess. While technical expertise and strategic decision-making are essential, the ability to listen attentively can make the difference between being a competent manager and an exceptional leader.

A Common Challenge in Management

Many managers are promoted into their roles because of their high IQ and technical expertise. These skills are vital for operational success but do not always prepare individuals for the complexities of people management. Emotional intelligence (EQ)—the ability to understand and manage emotions, both one’s own and those of others—is often overlooked during promotions. As a result, managers may find themselves ill-equipped to handle interpersonal challenges, build trust, and foster a supportive work environment.

The Value of Listening in Management

Active listening is a cornerstone of EQ and is crucial for creating a positive and productive workplace. Here’s why listening matters:

1. Builds Trust and Respect: When employees feel heard, they are more likely to trust their manager and feel respected. This trust forms the foundation of a healthy manager-employee relationship.

2. Improves Morale: Listening demonstrates that a manager values their team members’ perspectives, which boosts morale and fosters a sense of belonging.

3. Enhances Problem-Solving: By understanding the root of an issue through careful listening, managers can address problems more effectively and make better-informed decisions.

4. Encourages Open Communication: Active listening creates a safe space where employees feel comfortable sharing ideas, concerns, or feedback without fear of judgment.

Overcoming Barriers to Listening

Managers often face competing priorities, making it challenging to dedicate time to listening. However, dismissing an employee’s need to talk can lead to disengagement and missed opportunities for growth. To overcome these barriers:

• Prioritise Time for Conversations: If you’re unable to listen immediately, schedule a specific time to give the individual your full attention. This shows respect and commitment.
• Develop Active Listening Skills: Use techniques like paraphrasing, asking open-ended questions, and maintaining eye contact to ensure the speaker feels understood and valued.
• Eliminate Distractions: Create an environment conducive to meaningful conversations by minimising interruptions and focusing entirely on the speaker.

The Broader Impact of Listening

Listening goes beyond individual interactions. It contributes to creating a workplace culture of trust, collaboration, and psychological safety. When managers actively listen, they not only address immediate concerns but also foster long-term engagement and loyalty among their team members.

A Call to Action for Managers

The journey from a technically skilled manager to an empathetic leader begins with listening. By prioritising this vital skill, managers can bridge the gap between IQ and EQ, creating a workplace where employees thrive both personally and professionally.

In leadership, listening isn’t just a skill—it’s a responsibility. It’s about recognising that every voice matters and ensuring that no one goes unheard.