Any manager can tell you that part of a manager’s job is processing and synthesizing information. The higher you ascend the organizational chart, the more information you receive and the more important it becomes to sort out the “valuable” information from the superfluous. This can be difficult. And many managers overly rely on information that is presented in charts and PowerPoint presentations, thereby missing out on one of their greatest sources of information – their team members.
If you accept this premise as true (and if you have been a part of a team for any length of time, you probably can attest that the team often has valuable information that the manager never hears!), you may be curious how a leader can access this source of information and insight. The answer is as easy and as difficult as what we learned when we were kids – we need to listen.
But how should a leader listen? What are the practices that a leader can employ to ensure that they listen well and listen productively? Here are three:
- Ask intentional questions – one of the best ways to get your team members to share with you is to intentionally ask them to do so. Focus on questions beyond, “how are you?” and “how is it going?” Instead ask them about what their greatest challenge and greatest success is this week. Also – ask them how you can best help them do their job – and then do it. Being intentional with the questions you ask can ensure that you get beyond the standard, contrived answers, and get the information that will be really valuable for you to hear, and for them to share.
- Participate in unstructured conversations – The reason that Management By Walking Around became so popular is that leaders learned that they could learn a lot simply by being present. Participating in unstructured conversations – conversations that happen in the breakroom or around the water cooler can have a similar effect. Avoid the temptation to rush in and provide “the boss’s” perspective. Listen – and listen a lot before you speak. When you do speak – empathize. You will learn a lot and people will be more willing to speak up in the future.
- Be vulnerable – This tip may seem counterintuitive to listening because in this case you are sharing, however, people are more willing to share their challenges if they know that you have challenges as well. Be careful – you have to share wisely – some things shouldn’t be shared with everyone. And you have to share without grumbling and complaining – people don’t want to follow a leader with a bad attitude – and if you have one they will quickly emulate yours. But the more you are willing to share – to ask for their perspective and insight – the more willing they are going to be to share their experiences and what they have learned. As you both share – you are likely to uncover some things you never knew about your team and your team members – and they may grow in their appreciation of you.
In a fast-paced world we are all quick to speak. It takes discipline and practice to listen well. But a leader needs to do so. Because a leader who doesn’t listen well, won’t lead well either.
Dr. Natalie Winter
Professor
Dr. Robert K. Jabs School of Business
www.linkedin.com/in/nataliecwinter