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How can you use active listening to drive culture change in higher ed?

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Culture change is a complex and challenging process that requires the involvement and commitment of all stakeholders in higher education. One of the key skills that can facilitate culture change is active listening, which is the ability to listen attentively, empathetically, and respectfully to others' perspectives and experiences. Active listening can help you build trust, foster collaboration, and generate new ideas for improving your institution's culture. In this article, you will learn how to use active listening to drive culture change in higher education, by following these four steps:

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Larissa Haywood

?? The Future is AI + Humans | Optimized Growth Without Losing the Human Touch

1 Identify your listening style

Before you can improve your active listening skills, you need to understand your own listening style and how it affects your communication. There are four main types of listening styles: analytical, critical, relational, and supportive. Analytical listeners focus on facts, logic, and accuracy. Critical listeners evaluate and challenge what they hear. Relational listeners seek to understand the emotions and motivations of the speaker. Supportive listeners offer encouragement and feedback. Each style has its strengths and weaknesses, and you may use different styles depending on the situation and the speaker. To identify your listening style, you can take a self-assessment quiz or ask for feedback from others.

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Larissa Haywood

?? The Future is AI + Humans | Optimized Growth Without Losing the Human Touch
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Understanding your own listening style is a game-changer, in general. I’ve always leaned toward relational listening - focusing on emotions and motivations- but when we were navigating a complex culture shift, I realized I needed to adopt a more analytical approach to make sense of all the data and feedback, as I assume you would need to in a high ed market. If I encounter a concern that feels more personal, I always need to remind myself to shift to a more analytical mindset and see the facts that they are presenting and whether they are critical to solving the problem, or not. Once you adapt this type of behavior, it helps improve your communication and makes the culture change initiative (or discussion) a lot more effective.

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2 Adapt your listening style to the speaker

Once you know your listening style, you can use it to your advantage by adapting it to the speaker and the context. For example, if you are listening to a colleague who is sharing their personal experience with a cultural issue, you may want to use a relational or supportive listening style to show empathy and interest. If you are listening to a leader who is presenting a strategic plan for culture change, you may want to use an analytical or critical listening style to ask questions and clarify details. By adapting your listening style, you can demonstrate respect and openness to different perspectives and needs.

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3 Use active listening techniques

Active listening is more than simply hearing what someone says; it also requires demonstrating that you are listening and understanding through verbal and non-verbal cues. To practice active listening, you can use techniques such as paraphrasing, summarizing, reflecting, asking open-ended questions, and affirming. Paraphrasing involves repeating what the speaker said in your own words to ensure comprehension and prevent miscommunication. Summarizing helps to show that you are following and retaining the information by emphasizing the main points or themes of the conversation. Reflecting is used to mirror the speaker's emotions or tone to recognize their feelings and validate their experience. Open-ended questions, which start with who, what, where, when, why, or how, can be used to acquire more information and prompt deeper discussion. Finally, affirming is a way of showing appreciation and support for the speaker's ideas or contributions with positive statements or gestures.

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4 Provide constructive feedback

Active listening is not only about receiving information, but also about providing feedback that can help the speaker improve their performance or behavior. Constructive feedback should be specific, timely, relevant, and respectful. It should focus on helping the speaker achieve their goals or solve their problems, rather than criticizing or judging them. To provide constructive feedback, you can start by acknowledging what the speaker did well or what you liked about their presentation or proposal. Then, state the issue in a clear and objective way using facts and examples. After that, suggest a solution with a supportive and collaborative tone. Finally, restate your appreciation and confidence in the speaker's ability to improve or succeed, and invite them to share their thoughts or questions. Through active listening and constructive feedback, you can help the speaker learn and grow, while also fostering a culture of continuous improvement and innovation in your institution.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Elliot Lollis

Affirming goodness in brands and people | Brand Strategist for higher ed institutions | Student Engagement | Design Thinking | Wellbeing and Belonging
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Active listening provide a platform for voices to be heard and you cannot create positive change if this doesn’t happen. Not only does active listening allow you to open your mind, it also makes room for other voices to be heard and creates buy-in among stakeholders. Make sure you’re inviting as much diversity to the table as possible. Everyone’s voice is valuable. And what you’ll often find is that the quietest voices often have the most valuable things to say. Create space for them to speak, ask them directly, be open to silences to give others room to think and respond. While you’re listening write down questions. Questions are often the most important thing you can get out of active listening.

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How can you use active listening to drive culture change in higher ed?

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5

1 Identify your listening style

2 Adapt your listening style to the speaker

3 Use active listening techniques

4 Provide constructive feedback

5 Here’s what else to consider

Culture Change

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How can you use active listening to drive culture change in higher ed?

1

2

3

4

5

1 Identify your listening style

2 Adapt your listening style to the speaker

3 Use active listening techniques

4 Provide constructive feedback

5 Here’s what else to consider

Culture Change

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