The Art of Listening: A Leader’s Most Undervalued Skill

For you as leaders, in a world where speed of response has become a dangerous metric, where poor decisions negatively alter the course of companies and the lives of those who work for them, the power of listening often becomes the casualty. Yet, as a leadership development coach, I’ve observed time and again that the most impactful leaders are those who master the art of listening. This isn’t just about hearing words; it’s about understanding, empathising, and responding in ways that foster trust, respect, and high performance. The benefits of listening are significant, influencing team dynamics, employee engagement, and ultimately, feeding through to your bottom line.

Why Listening Matters

When leaders truly listen, you send a powerful message: Your thoughts and feelings matter. This acknowledgment can transform the workplace. Teams that feel listened to are more engaged, innovative, and loyal. They’re also more likely to contribute ideas and solutions, knowing their input is valued. Amy Edmondson’s concept of psychological safety underscores this, showing that when team members feel safe to express themselves, it leads to better performance and innovation (Edmondson, 1999).

The Impact on Team Performance

Listening builds a foundation for psychological safety, allowing team members to take risks, voice dissenting opinions, and share new ideas without fear of retribution. This openness leads to better problem-solving, faster adaptation to change, and a stronger alignment with organisational goals. A study by Project Oxygen at Google found that the highest-performing teams were those where members felt safe to take risks and be vulnerable in front of each other, highlighting the critical role of listening in creating such environments.

A 5-Step Plan to Enhance Your Listening Skills

Improving your listening skills as a leader isn’t just beneficial; it’s crucial. Here’s a five-step plan based on fostering psychological safety and enhancing team performance:

1. Create a Safe Space for Dialogue:

Start by making it clear that all voices are welcome and that dissenting views are not just allowed but encouraged. Establish regular check-ins and feedback sessions where team members can speak openly. This sets the stage for genuine listening and shows that you’re committed to understanding their perspectives.

2. Practice Active Listening:

Active listening involves fully concentrating on what is being said rather than passively hearing the message. This means putting aside your own thoughts and judgments and focusing on the speaker’s words, tone, and body language. Echoing or paraphrasing what you’ve heard can also validate the speaker’s message and ensure accurate understanding.

3. Encourage and Model Vulnerability:

Leaders who are vulnerable with their teams show that it’s safe for others to do the same. Share your own challenges and uncertainties, and how you’re working through them. This not only humanises you but also promotes a culture of openness and mutual support.

4. Feedback with Empathy:

When giving feedback, do so from a place of wanting to help the team member grow, not criticise. Be specific, focus on the behaviour rather than the person, and express confidence in their ability to improve. Empathetic feedback encourages continuous learning and development.

5. Commit to Continuous Improvement:

Finally, recognise that becoming a better listener is an ongoing journey. Seek feedback on your listening skills from your team, and act on that feedback. Regularly reflect on your interactions and consider how you might listen more effectively in the future.


In the fast-paced world of business, taking the time to listen might seem like a luxury. However, the reality is that listening is a critical leadership skill that can significantly impact team dynamics and your organisational success. By fostering an environment of psychological safety, where team members feel heard and valued, you can unlock the full potential of your teams. Implementing the five-step plan to improve listening skills can be a game-changer for leaders striving to enhance team performance and drive meaningful results. Remember, the most powerful tool a leader has is not their voice, but their ability to listen.


– Edmondson, A. (1999). Psychological Safety and Learning Behavior in Work Teams.

*Administrative Science Quarterly*, 44(2), 350-383.

– Project Oxygen – Google’s quest to build a better boss (

Photo by Nick Fewings on Unsplash

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Mark Billage

Mark’s passion is to help realise individuals’ potential, be they leaders or team members, through empowering organisational culture. He has spent 7 years leading an organisation based in the non profit sector. In that time, he focused on creating a culture that enabled and empowered individuals, with the aim of seeing a high performing team better able to achieve the organisation’s mission.

Our Vision

To train and equip leaders to transform culture, build successful teams and organisations where everyone is seen, heard and valued for their unique contribution.

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