Embracing the sound of silence

Comms practitioners have a significant role to play in helping leaders promote a work culture that encourages honest and open communication. But that is only one half of the equation. We also need to help leaders make space for the kind of listening that brings out the unsaid.

When this doesn’t happen – unspoken concerns or ideas – it can lead to issues. For instance, a team without representation crafts an insensitive marketing campaign. A safety issue goes unvoiced resulting in a serious incident.

On the flip side, when people know their leaders will listen, they are more likely to bring forward the good things. This can look like applauding bold, innovative thinking that inspires a new service offering, or gratitude for a colleague who made a decision that was unpopular but the right thing to do.

Here are a few pieces of communications advice for leaders who struggle with the sound of silence.

👂Stop talking. It is so obvious, and so critical. It’s also very tough but it’s worth it. Help your leaders to train themselves to become comfortable with uncomfortable silences.

👂Don’t over-prepare. This runs counter to many of our best instincts. Communicators are trained to be masters of messaging and prepared FAQs, but there must be balance. At times, leaders need to let a conversation unfold without thinking ahead to the next talking point. And instead, focus on getting to the ‘why’ of a topic.

Good listeners ask those “tell me more” questions that invite candour and show curiosity to learn what their teams are truly dealing with.

👂Model good listening. No matter what level you are in an organisation, active listening is a sign of respect and participation.
Encourage your leaders to make eye contact. Laugh when the moment calls for it. Nod at points of agreement. Use the person’s name when they respond or ask a follow-up question. In the same way, encourage them to be on the lookout for what isn’t being said.


We know that a healthy and productive work culture is one where open, respectful communication results in understanding that leads to action. That begins with leaders who listen.
 
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