The Power of Listening: Building Trust for Stronger Relationships
Our Core Skills for Inclusive Leaders are based on research and literature reviews conducted by a group of graduate students whom we partner with. This blog is based on the literature review conducted by their careful and thoughtful work on our third skill, Listening to Build Trust.
Trust is the foundation of any successful relationship, be it personal or professional. In the workplace, trust is especially crucial for fostering a positive and productive environment. Recent studies by Google and Amy Edmundson have highlighted the concept of psychological safety, closely linked to trust. Psychological safety refers to the shared belief that a team is safe for interpersonal risk-taking. It goes hand in hand with trust, as it involves believing that others will give the benefit of the doubt when taking risks.
The link between psychological safety and organizational outcomes cannot be ignored. Research (check out Google’s Aristotle Project, linked in the previous paragraph) has shown that psychological safety positively influences performance improvement, work engagement, and organizational learning behaviors. In an ever-changing world where adaptation and learning are vital for survival, psychological safety becomes the bedrock of a successful team. If the research wasn’t enough to convince you, each of us has personal stories to tell about the power of trust and psychological safety.
Listening is an essential component of building trust and psychological safety. Good listeners create positive outcomes for themselves and those they listen to. Studies have found that good listeners achieve better objective measures of performance, are perceived as better leaders, and their subordinates are more satisfied with their jobs.
Listening is a complex construct with cognitive, behavioral, and affective dimensions. It involves attention, comprehension, and intention. The International Listening Association (yup, it’s a real organization doing incredible work since 1979!) defines listening as the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages.
Importantly, listening styles further highlight the importance of adapting listening behavior based on the context and individual preferences. Four prominent listening styles are identified based on learning orientations: relational, analytic, task, and critical. Each style emphasizes different aspects of the listening process and reflects different attitudes and beliefs.
Relational listeners demonstrate concern for others, while analytic listeners withhold judgments and consider all sides of an issue before responding. Task listeners are focused on time-efficient communication, and critical listeners scrutinize inconsistencies and errors in others' speech. Understanding these styles helps leaders adapt their listening approach to foster trust and psychological safety in diverse teams.
Listening competencies, as described by Wolvin & Coakley, form the foundation for effective listening. These competencies include discriminative, comprehensive, appreciative, therapeutic, and critical listening. Developing these skills enables leaders to create a sense of trust and understanding within their teams.
Individual differences in listening styles and preferences should also be considered. Men tend to prefer action-oriented listening, while women lean towards relational listening. Understanding these differences helps leaders tailor their communication style to suit individual team members. Keep in mind that these are often generalizations based on the binary and that asking individuals their preferences is always the best way to go.
In intercultural contexts, listening becomes even more critical, especially across language barriers. With technology bridging cultural divides, effective listening can help reduce uncertainty and facilitate better cross-cultural communication. Culturally sensitive listening involves adapting responses appropriately and respecting cultural differences.
Being a good listener involves vulnerability and unconditional positive regard. A good listener empowers others to solve their own problems by providing a safe space for open communication. Trust is built when listeners respond appropriately and acceptingly, encouraging further dialogue and openness.
Listening, however, is only part of the equation. Trust is also influenced by the listener's response to the information shared. Positive responses lead to increased trust, while inappropriate reactions can erode it. Effective listening needs to be paired with thoughtful and empathetic responses to build lasting trust.
The application of effective listening and the building of trust in the workplace requires a conscious effort from leaders and team members. Trust is a two-way street that requires intentional cultivation and stewardship from all employees. Leaders must recognize the impact of their listening behavior and strive to create an environment of psychological safety.
Investing time and effort in listening pays off in the long run. Properly trained leaders who prioritize listening will experience higher levels of trust within their teams. Building trust through effective listening ensures stronger relationships, increased collaboration, and improved organizational outcomes.
In conclusion, listening is a powerful tool for building trust and psychological safety within teams. It involves being vulnerable and showing unconditional positive regard for others. By adapting listening styles, responding appropriately, and considering individual and cultural differences, leaders can create an inclusive and trusting environment that fosters collaboration, innovation, and success. Listening is not just a skill; it's a superpower that has the potential to transform workplace relationships and create a positive and fulfilling work environment.
If this blog and the importance of listening resonated with you, reach out for more information on this and other Core Skills for Inclusive Leaders!