Download Listening Consulting Best Practices

Listening—it's not just about reading in silence. It's much more than that. It's about making sure that the message one is attempting to convey is being received accurately and with the intended resonance. As Jack Welch, former CEO of General Electric, once famously noted, "An organization's ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage." To do this, one must learn to listen effectively.

The Importance of Listening

According to a research report by PricewaterhouseCoopers, executives who listen are regarded as more effective leaders. A whopping 78% of Fortune 500 employees believe that their leaders could significantly improve by merely listening better. Mere statistics, however, do not capture the full picture—the benefits of deeply entrenched listening culture extend far beyond employee satisfaction and leadership effectiveness. In October 2019, researchers at the MIT Sloan Management Review found that companies where leaders listened effectively had fewer staff turnover problems, better customer satisfaction ratings, and higher revenues.

Barriers to Effective Listening

Effective listening transcends simply hearing the words spoken—it requires empathy, clarity, and above all, patience. A recent survey by the Boston Consulting Group (BCG) stated, "In an age where everyone wants to be heard, few want to take the time to listen." Consequently, managerial congestion, cognitive biases, and information overload are among the key barriers to effective listening.

Breaking Down the Barriers

Listening at the executive level boils down to aligning one's approach to communication with the perceptions and preferences of their audience. Insight reports from McKinsey & Co. suggest that leaders can better their listening skills by:

• Clarifying any misunderstood points.
• Proactively seeking feedback.
• Actively acknowledging other's thoughts and ideas.
• Limiting their own speaking time to allow for greater input from others.

The quest for powerful listening should not stop at the surface. It should be inculcated at all levels, from team interactions to strategic planning.

Holistic Listening Approach

A holistic listening approach includes--Active Listening, Strategic Reflective Listening and Deeper Empathetic Listening. Accenture's research demonstrates that a holistic listening approach leads to more meaningful relationships, driving higher levels of engagement and productivity.

Active Listening

According to a recent Forrester report, Active Listening involves the full engagement of leaders in the communication process—an open and receptive mindset, making eye contact, providing verbal affirmations and clarifying intriguing or ambiguous points. This form of engagement enhances communication effectiveness, boosts rapport, and nurtures mutual trust.

Strategic Reflective Listening

Strategic Reflective Listening involves processing what has been heard and confirming understanding by paraphrasing. This is a pivotal step in Strategy Development and Change Management—a Gartner report states that it reduced errors in strategic implementation by 40%.

Deep Empathetic Listening

Deep Empathetic Listening, as defined by Goldman Sachs, is the ability to connect with one's interlocutor on an emotional level: Cognitive empathy providing an understanding of their point of view; Emotional empathy providing an understanding of their feelings, and Compassionate empathy responding with appropriate action. This level of listening is crucial in fostering a resilient and adaptable corporate Culture, promoting Innovation, and pursuing Business Transformation.

In a digital age where sound bites are often preferred over strategic conversations, the significance of listening, in all its forms, must be underscored within every layer of the organization. As management consultants, we see it time and again—companies that master the art of listening gain the ultimate competitive edge. So, listen up!