Editorial
Leaders are constantly judged by how they speak and write, yet few invest in the powerful skill at the heart of persuasive communication — inclusive listening. Insightful decision-making is impossible without first listening to colleagues and stakeholders and considering alternative points of view. The most effective leaders also hear what is unsaid, just as clearly as what is said out loud.
Inclusive listening is the act of listening — with intentionality — to all the voices in a diverse workplace. Listening to a variety of perspectives is a best practice, because it results in better, more innovative outcomes. The challenge for some leaders is signaling their openness to new concepts. Too often, employees in traditional hierarchical environments are more inclined to agree with their boss, rather than volunteer a contrary idea. Only in psychologically safe workplaces will team members be comfortable airing conflicting opinions.
For example, one highly effective leader I know deliberately speaks last in meetings in order to create necessary space for robust dialogue. Because he isn’t trying to formulate a response, holding his comments until everyone else has had a chance to talk allows him to give his full attention to the discussion, quickly deliberate and then lead the team. The best leaders also pay attention to those who aren’t speaking and who might need encouragement to contribute their opinion. In other words, part of inclusive listening is hearing the quiet voices in the room, the people who aren’t as comfortable speaking out, but have valuable contributions to make.
Noticing the Quiet Messages
Interpreting body language is an often overlooked facet of communication. However, effective leadership hinges on the ability to understand both verbal and nonverbal cues. Posture, squirming and facial expressions can reveal discomfort and disagreement -- even when people hesitate to say those things out loud. Noticing someone’s body language helps leaders address concerns, encourage open dialogue and cultivate psychological safety.
While every person has their own unique mannerisms, a few common cues provide clues for an inclusive listener to identify. Crossed arms, fidgeting and slumped shoulders may indicate defensiveness, disinterest, or even defeat. A forward posture and eye contact can be signs of a person’s interest and engagement. However, it’s important to note that these generalizations aren’t universal. A furrowed brow can indicate displeasure, but it can just as easily indicate concentration or deep thought. A neurodivergent individual might be doodling throughout a meeting, yet still paying deep attention.
We should also be aware that different cultures also have specific interpretations of body language. What may be considered polite or respectful in one culture could actually be viewed as offensive or inappropriate in another. Making direct eye contact, for example, is viewed as a sign of attentiveness in some cultures but as rudeness in others.
The main point a leader should consider is what these tendencies reveal as a whole. Getting to know each teammate and their habitual expressions will help you interpret their body language. These clues will open up new lines of communication, enabling you to invite them to share their thoughts out loud, or to pull them aside after the meeting for a private conversation. Even when speaking to someone new, highly effective communicators notice changes in demeanor and ask questions.
Being aware of your own physical state during a conversation will also help you listen more completely and with greater intentionality. In his book, How to Listen, Discover the Hidden Key to Better Communication, Oscar Trimboli suggests slowing down your breathing to listen more attentively. I find that when I'm really interested in a conversation, my breathing naturally slows down. So, consciously slowing my breathing mimics how my body responds when I'm really interested.
Related Article: Your Employees Won’t Feel Heard Until You Act Like You’re Listening
Giving Attention vs. Paying Attention
When you dedicate yourself to hearing what a person is saying, absorbing their point of view, and noticing their body language, you make them feel seen and valued. Intentionality is what elevates inclusive listening and links it to better relationships.
Trimboli explains, “When we think about paying for something, we think we have to do it. It's an obligation. Yet when we give attention, it’s an act of curiosity. It’s an act of generosity. It’s an act that is inclusive of both me as the speaker and you as the listener.”
Even before the conversation begins, it’s critical to notice what sort of attention you are bringing to the encounter. Of course, there are times when “paying attention” is perfectly appropriate, like listening to routine meeting announcements or flight safety protocols on an airplane. For important interactions, though, take a moment to consider, “Am I invested in hearing what the speaker is trying to express? Am I prepared to give them my undivided attention?”
Related Article: How Leaders Can Build Stronger Teams Through Better Conversations
Addressing Accent Bias
Particularly important for inclusive leaders in global organizations, tuning your ear to different accents will help you understand your colleagues better and eliminate misunderstandings. In a workforce where English may not be everyone’s first language, accents can make speech more challenging to process. The listener might make snap judgments, remember what is said less accurately or even doubt the speaker’s credibility. Working to understand accents is part of your inclusive listening obligation. With focus and attentiveness, you will grow more accustomed to unfamiliar speech patterns.
It’s also important to listen with compassion, as well as concentration. Give others your full attention, and take responsibility for listening and absorbing what the other person is saying. If you need clarification, use neutral phrases such as, “I’m sorry. Can you repeat that for me?” Avoid phrases like “What did you say?” or “I can’t understand you,” which can make the other person feel self-conscious.
Getting Ready to Listen
The self aware leader will pause throughout their day — especially before meetings — to assess their frame of mind and gauge how ready they are to receive and process information. Quite often, I might be moving quickly from one thing to the next, from one meeting to another throughout the day. Yet, when I have to prepare for an important conversation, I will turn off my notifications, sit in silence for a few minutes, and focus on breathing. While this solitary moment might go unnoticed by others, the small respite allows me to settle my thoughts and consciously set aside mental distractions. Making that time in my schedule also helps me notice my physical cues: Are my shoulders hunched and tight? Do I need a snack? Do I need to step outside for some fresh air? The mechanism is different for every individual, but all of us need time to recharge our listening batteries throughout the day.
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To ensure my colleagues have that necessary time to reset, I recently started scheduling my meetings to begin 5 minutes later than before and end 5 minutes earlier. For example, an hour meeting is now 50 minutes and a half-hour meeting is now 20 minutes. Like me, my team members were often rapidly moving from one thing to another. I realized that a designated time to stop and slow down would provide those extra few minutes to more effectively context switch. We have shorter meetings, but we accomplish just as much, because we are more attentive from the start.
Giving another person your full attention is the heart of inclusive listening. This simple act of generosity demonstrates that you care for the other person and value their perspective, opening the door to greater collaboration and insightful discussions. It’s also the secret to cultivating a workplace culture of trust, where everyone feels a sense of belonging. Inclusive listening will help you become a better communicator and a more powerful leader, but it will also help you strengthen your relationships and create a thriving work environment.
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