Leading with Empathy: Active Listening Techniques for Managers and Professionals
February 9, 2024
In this episode of the Conflict Skills Podcast we are unearthing the power of listening and empathy in your organization. I provide a practical framework for helping staff and collegues to feel heard in situations where you want to not only understand what they are saying, but also help them to feel supported.
Hint: it's not saying, "I understand".....
and it's certainly not saying "I understand, but........ ".
1. Introduction to Empathetic Listening
- Importance of empathetic listening for leaders
- How active listening skills enhance team management and conflict resolution
- Simon Goode's personal challenges with communication
2. Utilizing Closed Ended Questions for Focus
- Effectiveness of closed ended questions amidst chaos
- Balancing with open ended questions for deeper understanding
- Examples in various scenarios, including family and the workplace
3. Reflecting/Mirroring Techniques in Mediation
- Redirecting conversation and managing defensiveness
- Building trust through meaningful mirroring of language and sentiment
4. The Value of Silence and Thoughtful Pauses
- Utilizing silence as a communication tool
- Cues that demonstrate active listening and consideration
5. Communicating Empathy
- Nonverbal cues and verbal affirmations
- Acknowledging the significance of others' experiences
6. EAR Model for Active Listening
- Explore: Using questions to understand perspectives
- Acknowledge: Validating experiences and emotions
- Respond: Appropriate responses including solutions and coaching
7. Preparing for Detailed Discussions
- Scheduling in-depth meetings
- Prioritization of exploring and acknowledging issues
8. Engaging Listeners and Seeking Feedback
- Encouraging listener participation in sharing challenges and techniques
- Requesting topics for future episodes
9. Promotions and Resources
- Directing to website for additional training and courses
- Invitation to subscribe and leave reviews
10. Philosophies in Active Listening
- Understanding the significance of status and autonomy in conversations
- Techniques to lower perceived threats for open communication
11. The Knowledgement Phase
- Tentative reflections to avoid misunderstandings
- How to acknowledge without judgment
12. Tentative Approach in Responding
- Summarizing the speaker's points with tentativeness
- Creating distance for impartiality and context integration
13. Responding with Action
- Offering solutions, compromising, or deferring to others
- Coaching and negotiating as part of a leader’s response toolbox
14. Recap and Final Thoughts
- Summary of key points discussed in the podcast
- Importance of prioritizing active listening and empathy in leadership
15. Call to Action
- Inviting listeners to implement discussed techniques
- Schedule and topic preview for the next episode