Do you consider yourself a good listener? If you do, you’re not alone. According to Accenture research 96% of people believe they listen well. But here’s the catch: 98% also admit they face significant distractions, and two-thirds say that listening has become more challenging in today’s digital-heavy workplace.
To say we are experiencing disruptive, alienating change would be an understatement. Our world feels increasingly polarized and fragmented, with a multitude of perspectives, agendas and competing viewpoints. As we navigate this constant flux, the challenge of truly listening, responding and engaging with others becomes even more pronounced. According to Gallup, globally only one in four employees strongly agree their opinions count at work.
In times of change, the ability to listen—both to agree and to disagree—becomes crucial for leaders. Change often brings with it a sense of uncertainty and anxiety, making it essential to listen actively and empathetically.
Ignoring The Voice Of Change
Gallup’s latest findings reveal a concerning insight: only 14% of employees feel that their leaders actively seek their feedback before significant changes, and just 16% believe their input is valued afterward.
This lack of engagement points to an alarming listening deficit. It suggests that in many organizations, changes are often implemented in silence, leaving employees feeling overlooked and powerless. As projects come and go, many team members find themselves in a position where they struggle to voice their thoughts or concerns about changes that directly impact their work, lives, and overall well-being.
This silence breeds frustration and disengagement, as employees long for a sense of agency in decisions that affect their daily experiences. When employees feel sidelined in the decision-making process, it can lead to a breakdown of trust and connection within the team.
In contrast, the Gallup research also shows that employees who believe their leaders seek their feedback before changes are 6.3 times more likely to trust their leadership. Similarly, those who feel heard after changes are 6.5 times more likely to express trust in their leaders. It’s clear: listening is not a fluffy soft skill — it directly contributes to trust in the workplace during times of disruptive change.
This highlights that effective listening during episodes of change is not just a box to check—it’s about genuinely engaging with your team during critical transitions. By fostering a culture of open dialogue, leaders can empower their employees and cultivate a strong connection with company culture, purpose and vision.
Four Strategies For Impactful Listening During And After Change
Here are four practical strategies to enhance your listening skills, particularly during times of change. Each strategy emphasizes the importance of listening both before and after changes are implemented.
Disagreement can be uncomfortable, but it’s a natural part of leadership, especially during transitions. When faced with opposing opinions, it’s important to listen actively and respond thoughtfully.
Before any significant change, team members may voice several concerns about the direction or strategy. Acknowledging their perspectives—even when you disagree—can help them feel valued. For example, if your organization is about to undergo restructuring, invite team members to share their thoughts. You might say, “I understand that this change can be challenging. Can you share your concerns with me?” This fosters open dialogue and helps you grasp the emotions behind their reactions.
After the change is implemented, continue listening by inviting feedback about how the change is affecting them. Ask questions like, “What challenges have you faced since the change?” or “How can we improve the new process?” This ongoing engagement reassures your team that their opinions matter, fostering a culture of trust and commitment.
As a leader, it’s easy to get stuck in your own bubble, especially when focused on the big picture during times of change. Actively seeking opinions that differ from your own is crucial both before and after implementing changes. Engaging with diverse viewpoints can challenge your biases and broaden your understanding. It creates an unbeatable culture of psychological safety.
Imagine your organization is about to adopt new technology. While you see the benefits, your team might have reservations. Before the change, consider hosting informal discussions where everyone can voice their thoughts, concerns and suggestions. This empowers your team to feel part of the decision-making process. After the technology is implemented, continue to check in with your team for their experiences and feedback.
One healthcare leader I worked with discovered that high turnover was partly due to employees feeling unheard during tech transitions. She implemented regular “rounding” sessions post-change, where team members could express their thoughts on the new technology. This ongoing and real-time dialogue cultivated a culture of openness and trust, ultimately improving retention rates.
People are more likely to support decisions when they understand the reasoning behind them. This seem so basic, but leaders often overlook this basic expectation. This may be because of fear of resistance or just paucity of time as leaders dynamically react to ongoing change and disruption.
But during periods of change, it’s essential to communicate the “why” clearly, both before and after the change is made. For instance, if you’re implementing a new process that some team members resist, share the rationale behind it. You might say, “We’re making this change to improve efficiency and enhance our service to clients. I’d love to hear your thoughts on this.”
Providing context builds trust and encourages engagement. After implementation, reinforce the reasons behind the change and ask for feedback on how it aligns with the goals you set. For example, you could say, “Now that we’ve implemented this new process, do you feel it’s helping us achieve our goals? Where are we missing the mark? What can we do better?” This ongoing dialogue fosters a sense of ownership and commitment among team members.
During times of change, it’s essential to invite input from various voices before and after decisions are made. This inclusive approach not only minimizes blind spots but also sparks innovation. Yet, once all viewpoints have been considered, decisiveness becomes crucial — diversity in counsel, unity in command.
In this context, research uncovers an interesting trend: agreeable leaders are often perceived as more effective. Agreeableness is a valuable quality; individuals who are agreeable typically demonstrate greater empathy, cultivate more fulfilling lives, and forge stronger relationships. However, this focus on being agreeable can lead to unintended challenges. In environments that prioritize harmony and consensus, leaders who express disagreement may swiftly be labeled as poor listeners or seen as dismissive of differing viewpoints.
While fostering a collaborative atmosphere is essential, it’s equally important for leaders to create space for honest dialogue, even when it involves differing opinions. By encouraging open discussions, leaders can strengthen their teams and promote a culture where diverse perspectives are not only accepted but valued.
The real challenge lies in striking a balance—supporting your team while also being willing to provide constructive feedback and make difficult decisions. It’s essential for leaders to cultivate an atmosphere where diverse perspectives are welcomed and respected. Ultimately, effective leadership is about finding that sweet spot where empathy meets decisiveness.
When planning a significant strategic shift, it’s vital to gather insights from various departments before finalizing your plans. After collecting this feedback, take the time to synthesize it and communicate a clear plan moving forward. You might say, “I truly appreciate everyone’s input. Based on our discussions, here’s the direction we’ll take and how we’ll implement it.”
Once the change is implemented, don’t stop seeking input and feedback. Encourage your team to share their thoughts on the new direction by asking questions like, “How do you feel about how we’ve implemented this change? What adjustments could we make to enhance our approach?”
Listening during times of change is more than just collecting information; it’s about building emotional connections. Change can evoke uncertainty and anxiety. When leaders take the time to understand their team members’ feelings and perspectives, they create a sense of trust and belonging. Imagine your team is facing a tight deadline due to an unexpected shift in priorities.
Actively listening to their concerns and acknowledging their stress can make a significant difference. Where you are not just listening to respond, but listening to understand. You might say, “I know this change has added pressure, and I want to ensure we address your concerns. How can I support you during this transition?” This empathetic engagement encourages team members to voice their ideas and collaborate effectively.
Listening And Leading At The Speed Of Change
The research is clear: Listening is a fundamental aspect of effective leadership, especially during times of intense change. It goes beyond simply hearing what others say; it involves understanding, engaging, and responding thoughtfully.
By incorporating these five strategies—listening even when you disagree, expanding your horizons, explaining the why, encouraging diverse input while leading with clarity and prioritizing emotional engagement—you can enhance your listening skills and foster a culture of authentic communication.
Embrace authentic listening at every step during disruptive change — before, during and after — and you’ll cultivate a culture of trust and shared purpose that drives meaningful change.