How better listening builds trust, confidence, and connection at work
Why Most Listening Isn’t Enough
Most managers think they’re good listeners.
They nod, make eye contact, and occasionally say “I hear you.”
But that’s not the kind of listening that builds trust, sparks engagement, or helps someone feel seen.
In today’s public sector workplaces — whether you’re in a university department, a hospital team, or a local council service — surface-level listening isn’t enough. People are more stretched, more pressured, and more cautious about what they share.
What they need is active listening: the kind that makes someone feel valued, not just heard.
According to Forbes, 74% of employees feel more engaged when they believe their voice is heard — but in many teams, feedback and concerns still go unacknowledged or unacted on.
That disconnect breeds quiet quitting, low trust, and missed opportunities.
Read: What Is a Strengths-Based Approach?
Listening vs. Active Listening: What’s the Difference?
Active listening isn’t just about hearing the words — it’s about showing someone their words matter.
It means:
- Pausing before jumping in with advice or a solution
- Asking follow-ups that help someone go deeper
- Noticing emotion as much as content
- Remembering and revisiting what was said in later conversations
- Using silence as a tool, not a gap to fill
And most importantly: listening with the intention to understand, not to fix.
Techniques from Appreciative Inquiry That Change the Tone
At Strengthify, we often draw from appreciative inquiry — a framework that focuses on what’s working, what’s possible, and how to build from strengths.
Here are three listening techniques drawn from this approach that any manager can use:
1. Ask Discovery-Oriented Questions
Instead of “What’s wrong?” try:
“When was the last time you felt proud of your work?”
“What kind of tasks give you energy — and which ones sap it?”
“What conditions help you do your best thinking?”
These kinds of questions invite reflection — and trust.
Read: Building Trust at Work: Small Actions, Big Shifts
2. Use the 80/20 Rule for Speaking
Aim to speak for no more than 20% of the conversation. Give space. Reflect back. Let people fully unpack their thoughts.
Try prompts like:
“Tell me more about that.”
“What do you think is really going on underneath that?”
“What do you need most from me right now?”
This isn’t about being passive — it’s about being purposeful.
3. Affirm What’s True and Helpful
Affirmation isn’t empty praise — it’s recognising effort, courage, or insight in the moment.
For example:
“You showed real clarity just then — I hadn’t seen it that way.”
“That must have taken a lot of energy to raise. Thank you.”
Affirmation reinforces value and invites honesty next time.
Read: Are We Even Listening? Why Most Teams Don’t Feel Heard
Examples of Powerful Manager-Led Conversations
Here are some real-life techniques we’ve seen work inside Strengthify client teams:
Weekly 1:1 “Momentum Moments”
One NHS manager asks each week:
“What’s one thing that moved you forward — and one thing that got in your way?”
They log these and use them to guide future development, support and delegation.
“I stopped assuming what people needed. I started asking.”
Mid-Project Pulse Conversations
A university digital services lead runs 15-minute listening sessions mid-project. The only prompt?
“What do I need to know that no one’s said yet?”
It’s built a culture of early honesty, not late-stage damage control.
“Hold the Fix” Strategy in Feedback
One local government team encourages leaders to hold the fix — no solutions in the first 5 minutes. Just listen, reflect back, and check understanding.
It’s led to deeper conversations and fewer assumptions.
Read: From Feedback Fatigue to Fresh Conversations
Why This Matters More Than Ever
When people feel truly listened to:
- They take more ownership
- They bring more ideas
- They trust the process — and their manager
- They give more generous feedback
- They stay longer — not just physically, but emotionally
And according to Harvard Business Review, teams with leaders who listen well are more creative, more resilient, and more connected.
How Strengthify Helps Leaders Build Listening Muscles
At Strengthify, we work with public sector managers and leaders who want to lead with clarity and care — especially in complex, changing environments.
We help develop:
- Conversation tools grounded in appreciative inquiry and positive psychology
- Practical leadership routines that make listening part of the culture
- Ways to turn listening into insight, not overwhelm
- Team environments where everyone feels seen, heard, and valued
Explore our Management Development Programme or talk to us about team support to build stronger conversations — and stronger teams.
Final Thought: Listening Is a Leadership Skill — Not a Soft One
Good listening is more than being present. It’s being curious. Being quiet. Being open.
It’s resisting the urge to jump in — and learning to sit with what someone really means.
The best teams aren’t built by talking louder. They’re built by leaders who know when to stop talking — and start truly listening.
Further Reading