
In the already restrictive terrain of workplace communication, a well-discussed topic of active listening emerges as a powerful tool, however, we want to examine it from the perspective of a supporter of an organization. Beyond being the receiver of information, actively listening holds the key to fostering stronger relationships, enhancing productivity, and creating a positive work culture. If you are looking to understand active listening and its benefits, keep reading.
The Essence of Active Listening:
Active listening is not merely hearing words but truly understanding the nuances of the message being conveyed. It involves paying attention to nonverbal and verbal cues, maintaining proper attention, and offering non-verbal cues of your own to signal engagement. When supporters practice active listening, it sends a sincere message that the thoughts, opinions, and concerns of those involved matter. Here are some skills to develop that will help you increase your active listening ability:
Intra/Inter-personal Communication. This is a life lesson that will serve you well in many ways. Not only do you want to “Six-Minute X-Ray,” the communicator by identifying short-term tells as well as long-term tendencies, but you should strive to honestly know yourself. Is your boss in a bad mood today? Are you not listening because you had an emotional event forced on you recently? Knowing these current and routine states of yourself, and those that communicate with you, will allow you to wade through irrelevant cues to receive the right message.
Empathic Listening. Active listening is most effective when you are concerned with who is communicating. Whether it's addressing concerns, resolving conflicts, or navigating changes, a supporter who actively listens can use empathy and a genuine commitment to understanding. This is not sympathy, or mimicking what you think people need. “The essence of empathic listening is not that you agree with someone; it's that you fully, deeply, understand that person, emotionally as well as intellectually”(Covey, 122).
Situational Understanding. This is a common military phrase that used to be called situational awareness. You might already sense why it was changed. It is one thing to remain aware of what is going on around you, it is a whole different meaning to understand what is going on around you. Understanding implies you are active and know what to do about it while seeing situations means you are just a passive observer. Situational Understanding applies emotional intelligence to problems, conversations, information, and plans with a key to understanding. Active listening allows that understanding, over awareness, to form and give you a high state of comprehension.
Proper Response. As you level up in your active listening skills, you will find that you are more and more correct in your responses. You will learn what non-verbal and verbal cues inspire or enable communicators. It will also allow you to execute the right way. How many times have you seen someone get an order, and go off, only to come back and ask, how or why? Have you ever done that? If the message was truly received, you will have a better solution or response. The military teaches us to send, confirm, and in most situations, back-brief to demonstrate you honestly received. When lives are at stake, you don’t want to hear the wrong thing.
Developing these four simple key skills of active listening will provide your organization with significant benefits. Next, we will discuss some of those benefits. We will also examine some examples, stories, and lessons learned.
Building Trust and Rapport:
Active listening is a cornerstone of trust-building. This trust forms the basis of strong working relationships, where organizations feel comfortable expressing ideas, providing feedback, and contributing to the organization's growth. Ask yourself if you ever enjoyed working with someone you didn’t trust?
“Because listening reduces the threat of having one’s ideas criticized, the person is better able to see them for what they are and is more likely to feel that his contributions are worthwhile” (Rogers and Farson, 2). Listening demonstrates you are concerned with a person's opinion, placing worth on their point of view, and that allows the communicator to trust in communicating more. Think about hiring a person for a very specific job, and then not listening to them when they communicate their point of view in that field. Trust develops faster when people actively listen, gain understanding, and then act on their expert points of view.
Active listening also builds trust or rapport when a supporter executes with precise excellence. Supporters who use proper active listening skills will better understand future requirements. This could save you from a damaging situation or set you up to anticipate coming needs before leaders realize them. Active listening will give you the courage you need to make informed decisions.
Empowerment Through Courage:
Using active listening skills to develop a proper response will build the courage to seek feedback. In the military, we called this a back-brief and a confirmation brief. These feedback mechanisms are critical to confirm the message sent was the actual message that a supporter received. Too often, however, supporters do not plan or schedule feedback mechanisms in your work routine. Leaders have to enforce them or possibly forget leaving the supporter in the dark on any mistakes. Supporters that incorporate these feedback mechanisms into their plans have a higher chance of hearing the right message and leaders gain trust the supporter heard that message. This increases productivity and ultimately translates into higher morale. Success is intoxicating!
The courage to execute, knowing that you understood the message, is extremely empowering. You have the freedom of movement all supporters should feel and all leaders should trust. Everyone has been under a micro-manager at some point, did that feel like trust? Was that leader micro-managing you because there was a lack of active listening? If you are there right now, start active listening to see if things improve, if not, communicate to see if the leader is actively listening to you. Most likely, but not always, one side or both are lacking this critical skill.
Promoting a Culture of Collaboration:
Active listening sets the stage for a collaborative culture. As we discussed above, people who feel their input is valued are more likely to engage in open dialogue, share innovative ideas, and actively contribute to problem-solving efforts. This collaborative spirit propels the entire team toward shared goals.
Learning organizations function better than authoritarian cultures. It may seem simple to go to work, get told what to do, and execute your objectives. Does it make for a great place to work? You may think that the military is wrought with dictators and strong-willed leaders, but the military places a lot of energy, time, and money into developing better leaders. We train as young officers to senior officers that it is not about being right or just barking commands. Leaders must use active listening to receive pertinent information that, as we discussed, increases their situational understanding to make those correct commands. This is why active listening should be a part of any supporter’s and leader’s decision-making process. Better decisions lead to better success and success is positive culture fuel.
The Role of Leader Feedback:
“People are more likely to choose a leader who listens and is influenceable rather than one whose mind is made up and will never change” (McMillan and Chavis, 15). You have all heard, that communication is a two-way street. Leaders who actively seek feedback, listen attentively, and implement constructive suggestions create a culture of continuous improvement. This not only enhances the work environment but also contributes to the professional development of individual employees.
Leaders must use active listening that assists them with the proper responses and feedback. Active listening will help develop these proper responses leaving your supporters knowing that you were listening. The supporter can see their input was received and heard. Proper responses will also shape a more empathetic disagreement. Most supporters know that you are in charge and have the last word, and you will find they will put everything into supporting a leader knowing their input leads to the best success. This will drive commitment over compliance in your organization.
Before we go on with some personal stories or examples, here are the sources for this article:
Covey, S. R. (1989). The 7 Habits of Highly Effective People. Free Press.
Goleman, D. (1995). Emotional Intelligence. Bantam Books.
Brownell, J. (2006). Listening: Attitudes, Principles, and Skills. Allyn & Bacon.
Rogers, C. R., Farson, R. E. (1987). Active Listening. In: Communication in Business Today. Prentice-Hall.
McMillan, D. W., Chavis, D. M. (1986). Sense of Community: A Definition and Theory. Journal of Community Psychology, 14(1), 6-23.
Chase Hughes (2020). Six-Minute X-Ray: Rapid Behavior Profiling. Evergreen Press.
In combat, active listening goes hand and hand with effective communication. No more is this seen when calling in indirect fire. If you have ever had artillery fired on you, you will know exactly why the right messaging is important. The basics of a call for fire starts with the ... (Read more at https://thedavarkgroup.substack.com/p/week-2-the-power-of-active-listening)