The Power of Listening: A Leader's Secret Weapon for Building Trust

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October 30, 2024, 10:00am PT, 11:00am MT, 12:00pm CT, 1:00pm ET

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• The three pillars of trust: Relationships, Expertise/Execution, and Consistency/Integrity
• How to assess and improve your team’s trust dynamics
• Actionable strategies to transform team performance

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The Research

Zenger Folkman's research, drawing from assessments of over 80,000 leaders, reveals a stark truth: leaders with low trust (10th percentile) see their overall effectiveness plummet to the 14th percentile. Conversely, highly trusted leaders (90th percentile) soar to the 84th percentile in effectiveness. But how can leaders concretely build this trust? The answer lies in a surprisingly simple yet powerful skill: listening.

The Listening-Trust Connection

Our analysis of 360-degree feedback from 4,217 leaders uncovered a critical insight: the two behaviors most strongly correlated with trust were related to a leader's listening effectiveness. The impact is profound:

·?????? Leaders rated as poor listeners ranked at the 15th percentile in trust.

·?????? Those excelling in listening skills reached the 86th percentile in trust.

This data paints a clear picture: becoming a better listener is one of the most direct paths to building and improving trust as a leader.

Why Listening Matters More Than You Think

We’re all guilty of sometimes only pretending to listen, but others quickly notice when we’re not truly engaged. ?Listening is not merely being silent while another is talking. Being an effective listener begins with your mindset.

1.??????? Respect and Validation: Effective listening is the ultimate act of respect. It signals to your team that their thoughts, ideas, and concerns are valuable.

2.??????? Improved Decision-Making: By truly hearing diverse perspectives, leaders make more informed and inclusive decisions.

3.??????? Emotional Intelligence: Listening helps leaders tune into the emotional undercurrents of their team, enhancing their ability to manage and motivate.

4.??????? Conflict Resolution: Active listening is crucial in understanding all sides of a dispute, leading to more effective conflict resolution.

5.??????? Innovation Catalyst: When team members feel heard, they're more likely to share creative ideas, fostering innovation.

6.??????? Stress Reduction: A listening leader can identify and address stressors before they become major issues, creating a healthier work environment.

Practical Ways to Enhance Your Listening Skills

·????? Practice the WAIT Principle: Why Am I Talking? Before speaking, ask yourself if what you're about to say is more valuable than potentially learning from others.

·????? Implement "Listening Walks": Schedule regular one-on-one walks with team members where your primary goal is to listen and understand their perspectives.

·????? Use the 80/20 Rule: In conversations, aim to listen 80% of the time and speak only 20%.

·????? Avoid Devices in Meetings: Implement a no-device policy in important meetings to ensure full attention and active listening.

·????? Ask Open-Ended Questions: Encourage deeper sharing by asking questions that can't be answered with a simple yes or no.

·????? Practice Mindful Listening: Focus entirely on the speaker, observing not just their words but also their tone, body language, and emotions.

·????? Create "Listening Posts": Designate specific times or spaces where team members can come to you knowing you'll give them your full attention.

·????? Delay Judgment: Train yourself to fully listen to ideas before evaluating them, fostering an environment where people feel safe to share.

·????? Seek Feedback on Your Listening: Regularly ask your team to rate your listening skills and provide specific examples for improvement.

·????? Be a Trampoline: Many of us have thought of being a good listener being like a sponge that accurately absorbs what the other person is saying. Instead, what these findings show is that good listeners are like trampolines. They are someone you can bounce ideas off of. Rather than absorbing your ideas and energy, they amplify, energize, and clarify your thinking. They make you feel better not merely passively absorbing, but by actively supporting. This lets you gain energy and height, just like someone jumping on a trampoline.

?The Listening Rewards

Investing time in listening pays significant dividends. Our research shows that, on average, it takes only about 15 minutes of focused listening to make a substantial impact. This small investment can lead to:

·?????? Increased trust and loyalty from your team

·?????? More positive relationships across the organization

·?????? Enhanced problem-solving capabilities

·?????? A more engaged and productive workforce

Relationships and Listening

In previous research we have done on trust, we have found that the most significant factor associated with building trust with others is the relationship they have with the other person. We tend to trust those we like and distrust those we don’t like. As we examined the factors that impact relationships between people, we found that being an effective listener had a significant positive influence.? In the graph below, it is easy to see those with better listening skills had more positive relationships.

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Conclusion: The Listening Leader Advantage

Many people prefer talking to listening. Talking is a more active role and seems to afford a greater likelihood of influencing others. However, when individuals first take the time to really understand the other person’s issues and concerns, this often has far more influence on them. ?Excellent listeners are more trusted because they signal through their listening that the other person is important and that you care about both them and their perspectives. By honing your listening skills, you're not just improving a single aspect of your leadership—you're enhancing your overall effectiveness, building stronger relationships, and creating a culture of trust and respect.

Remember, great leaders don't just speak well—they listen extraordinarily well.

-Joe Folkman