The power of listening in leadership

Level 1: Internal Listening

At this level, leaders focus primarily on their own thoughts, opinions, and judgments. For example, during a team meeting, a manager might hear an employee's new project suggestion but internally think, ‘This sounds like it might take too much time. I wonder if I'll be able to meet my quarterly targets if we implement this.’ While self-awareness is important, staying at this level limits our ability to truly engage with others.

 

Level 2: Focused Listening

Here, leaders direct their full attention to the speaker, absorbing not just words but tone, body language, and emotions. To practice Level 2 listening:

• maintain eye contact and open body language
• use verbal and non-verbal cues to show engagement
• ask clarifying questions to deepen understanding
• paraphrase key points to ensure accuracy
• pay attention to tone, inflection, and pace of speech

Imagine a CEO in a one-on-one with a department head, maintaining eye contact, nodding to show understanding, and asking, ‘Can you tell me more about how this issue is affecting team morale?’ This level of engagement demonstrates respect and builds trust, often leading to team members feeling more valued and sharing innovative ideas.

 

Level 3: Global Listening

The most profound level, global listening, involves tuning into the entire environment. To master Level 3 listening:

• tune into the speaker's energy and emotions
• notice changes in body language and facial expressions
• be aware of the overall atmosphere in the room
• trust your intuition about what's not being said
• observe interactions between multiple people present

A sales director in a crucial client meeting might notice subtle shifts in posture when discussing pricing, sense changes in the room's energy, or pick up on unspoken tension between client representatives. They might address this by saying, ‘I sense some hesitation about the pricing structure. Let's explore some flexible options that might better suit your needs.’ This holistic awareness can lead to breakthrough insights and a deeper understanding of dynamics at play.

Practising advanced listening skills

To enhance your listening skills across all levels:

• Conduct listening exercises with a partner, focusing on different levels. Practice shifting from internal to focused to global listening.
• Reflect on conversations afterward, noting what you observed at each level. What did you learn from focused listening that you might have missed at Level 1? What additional insights did global listening provide?
• Practice in various settings, from one-on-ones to large meetings. Each context offers unique opportunities to hone your skills.
• Seek feedback from colleagues on your listening effectiveness. Ask them to observe and comment on your engagement level and responsiveness.
• In meetings, challenge yourself to stay at Level 2 or 3 for extended periods. Notice how this impacts your understanding and the quality of the interaction.