You’ve listened. Now what?

Listening has been an important part of our culture at Walmart dating back to our founder, Sam Walton. He was well-known for carrying a yellow legal pad everywhere – and he asked questions, listened, took notes and shared the feedback with his leadership team. The listening provided valuable insights into what needed to change – which is core at Walmart, where aside from our purpose and values, change is the only constant.?

The practice of listening to employees, at Walmart or any organization, is a critical part of workplace culture. Seeking feedback continuously, whether it’s one-on-one conversations, listening sessions or surveys, drives engagement. Making changes as a result of the feedback demonstrates that thoughts and perspectives matter. With tools like generative AI, it has never been easier to analyze large volumes of response data – both qualitative and quantitative.??

What truly defines a company is what leaders do after they’ve listened. In today's environment, people skills have never been more important. Active listening, empathy and effective communication play an important role in building trust and driving engagement. Sharing feedback and responding to concerns, even if the answer is you are unable to make a change, is a fundamental skill that enables leaders to connect on a deeper level and make more informed decisions.?

With that in mind, here are three important steps leaders should take after hearing from their teams to truly make a difference.?

Express gratitude and recognition?

It’s essential to acknowledge the feedback. This means recognizing the effort and importance of the insights shared. A simple thank you can go a long way in making individuals feel valued and heard. I believe we all are most likely to continue contributing valuable insights when we know our feedback has been considered. Additionally, acknowledging feedback helps establish an environment of trust and openness, setting the stage for meaningful dialogue and continuous engagement.?

Dig into details – use data AND discussion?

After acknowledging the feedback, the next step is to dig into the data. Analyze the key themes and areas for improvement. One important note: it takes both data AND discussion to inform your action planning. Use data as a guidepost to identify where to dig deeper in follow-up discussions. Leaders should meet with their teams to understand the underlying opportunities and/or issues and identify potential solutions. By involving teams in the analysis process, leaders ensure perspectives are considered. And, individuals will often engage in change that comes as a result of the feedback.??

Implement and communicate changes?

Action is where the real impact is made. As appropriate, implement changes based on the feedback and keep associates informed about the steps being taken. This might include new initiatives and improvements OR it may involve the act of continuous listening. In my experience, there is no substitution for continual engagement and pulsing – in person. Get to know what is top of mind – what is going well and what could go better. Your role as a leader is to help remove roadblocks and develop your team collectively and as individuals. And when you do make changes, it is important to directly acknowledge when those changes are the result of feedback. When individuals see their feedback leads to concrete changes, it reinforces the value of their input. Leaders should share regular updates on progress and outcomes as well, creating a loop of continuous communication and improvement. Highlight success stories and examples of how feedback has led to changes. This builds trust and encourages continued participation and engagement in the future.?

Listening is invaluable, and transforming feedback into action can be the catalyst for impact. By acting on the insights provided, we improve our workplace and empower employees to continue sharing their valuable perspectives.?