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Key Takeaways:<\/strong><\/p> Empathic listening is about striving to understand the speaker\u2019s perspective while showing compassion. We feel secure, safe and understood when we know we\u2019re being heard, and our feelings are recognized and validated. <\/p> Empathy is the ability to understand and sense others\u2019 emotions and is a major component of emotional intelligence<\/a>. It was also recently identified as a key capability in the Mindtools Building Better Managers<\/a> report. Of the 2,001 managers surveyed, seven out of ten listed empathy, self-awareness\/self-regulation or social sensitivity as one of their top five essential skills. [1] <\/p> See our article,\u202fEmpathy at Work<\/a>, for a broader understanding of empathy. <\/p> In this article, we’ll explore how empathic listening can help you improve your management skills, win your team\u2019s trust, and address the root cause of workplace problems.<\/p>\n\n There are three stages of listening: <\/p> Empathic listening is when the listener endeavors to understand the speaker\u2019s comprehension of an experience. It\u2019s the ability to combine active listening while sensing<\/strong> what emotions are being expressed, processing<\/strong> and reflecting those emotions, and responding<\/strong> with supportive, compassionate questioning. <\/p> There are differences between empathic listening and Active Listening<\/a>. Active listening\u202fis when the listener focuses entirely on what the other person is saying, is attuned to their emotions, and shows their understanding. Empathic listening is an extension of active listening. <\/p> The HURIER Model of Listening is a great way to ensure positive active listening. Developed by Judi Brownell in the 1990s, HURIER stands for Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding. You can read more about it in our article The HURIER Model of Listening<\/a>. <\/p>\n\n When we listen with empathy, we strengthen our relationships, build mutual trust, and earn respect. Empathic listening can also defuse emotionally tense situations when disputing parties struggle to communicate, or have low trust in each other. <\/p> However, there are many more benefits of empathic listening in workplace environments. When you encourage a culture of empathy and the practice of empathic listening in your team, the overall intelligence of the group increases, making collaboration easier and boosting productivity. [2] <\/p> Empathic listening can also boost organizational growth and improve reputations. When leaders create cultures of empathy, their organizations become more attractive to the best and brightest candidates. People want to work in places where they feel appreciated and heard.<\/p>\n\n Empathy is a relatively new area of consideration for managers. However, employees care about it, which means any good manager should, too. In fact, recent findings revealed that younger employees from Gen Z rank empathy as their second most important trait in a leader. [3] <\/p> Even so, in 2024, only half of the employees surveyed in the Building Better Managers report said they were being managed by an empathic leader. [4] <\/p> Research shows that employees feel valued when their managers demonstrate empathy. By giving your team undivided attention through empathic listening, you show them respect. Subsequently, they\u2019re more likely to remain calm during difficult conversations. [5] <\/p>\n\n Here are some strategies for listening to your team with empathy. <\/p> 1. Show patience, trust and humility. <\/strong>Listen\u202fto the other person’s words and give them your undivided attention. It\u2019s crucial to show acceptance, though not necessarily agreement. You can do this by nodding or making acknowledgments, like “I understand” or “I see,” But make sure this doesn\u2019t come across as \u201cuh-huh.\u201d You genuinely need to be listening and engaging.<\/p> Showing humility, maintaining good \u2013 but not challenging \u2013 eye contact, and recognizing the speaker\u2019s perspective reassures them that they are in a safe space to trust and be vulnerable. And where you’ve earned this trust, make sure you don’t betray it. <\/p> 2. Sense, process and mirror.<\/strong> Try to get a sense of the speaker’s feelings and the emotional content of what they\u2019re saying, as well as the literal meaning of their words. Think of yourself as a mirror. Repeat the speaker’s thoughts and feelings back to them, or reframe statements as questions to give them a chance to elaborate. This will show them you understand their point of view. <\/p> 3.<\/strong> Encourage, repeat and prompt.<\/strong> Encourage the speaker by interposing summary responses to demonstrate that you are listening. For example, “So you\u2019re feeling undervalued,\u201d or \u201cYou believe your talents would be used better in another position.”<\/p> When they say something that requires additional input, repeat their statement as a question. For instance, rephrasing “I\u2019m not happy in my current position” as “So you\u2019re not happy in your current position?” could prompt the speaker to elaborate . Sometimes, though, you may need to prompt further, with \u201cWhy?\u201d or \u201cWhy not?\u201d<\/p> 4. Observe, deduce and respond. <\/strong>Be mindful of what is\u202fnot\u202fbeing said, too. What the speaker holds back is often as important as what they\u202fare\u202fsaying. Apply social sensitivity to read between the lines. <\/p> Pay attention to the speaker\u2019s \u202fBody Language<\/a>. For example, if they keep their head down, it could signal that they’re holding something back or feeling uncomfortable. <\/p> If they ask for input, be honest, but try not to influence their thoughts or inhibit further discussion. Instead, ask open-ended questions which should lead to a more authentic outcome. If you need inspiration, look at some of our Questioning Techniques<\/a>. <\/p> By earning the speaker’s confidence, you\u2019re allowing them to communicate more freely. In doing this, you create better outcomes for them, yourself, your team, and the organization as a whole. <\/p>\n\n You need to give your undivided attention to an employee, period. But keeping an accurate record of an exchange or dispute is sometimes equally important. <\/p> To take effective notes while remaining an empathic listener, tell the person you\u2019re talking to before the discussion starts that you\u2019ll be taking notes. This should dispel any idea that you\u2019re not paying due attention. <\/p> While listening, summarize any points of agreement and disagreement. Consider using a minute-taking app if it helps. Confirm what you\u2019ve heard with the speaker to ensure you\u2019ve summarized correctly. <\/p> For more note-taking help, see The Cornell Note-Taking System<\/a><\/u>, Effective Note-Taking<\/a><\/u>, and How to Paraphrase and Summarize Work<\/a><\/u>.<\/p>\n\n Practice empathic listening in your next difficult work conversation. To do this: <\/p> By genuinely engaging, you\u2019ll build trust and foster stronger, more meaningful connections with your team members. <\/p>\n\n It\u2019s intentionally listening to immerse yourself fully in what another person is saying and experiencing. <\/p>\n\n Empathic listening is integral to demonstrating empathy, an essential element of emotional intelligence. <\/p>\n\n Active listening is key. Consider using the HURIER Model of Listening \u2013 Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding. <\/p>\n\n Keep your own emotions in check. Remember: understand first, evaluate later. <\/p> Learn how to use empathic listening skills to develop better relationships, get the root of issues effectively, and win people’s trust and confidence.<\/p>\n","protected":false},"author":0,"featured_media":0,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"product-content-category":[6998,6997,7049],"product-content-type":[2580],"reading-time":[5177],"class_list":["post-58057","product-content","type-product-content","status-publish","hentry","product-content-category-active-listening","product-content-category-emotional-intelligence-4","product-content-category-listening-skills","product-content-type-article","reading-time-7-minutes"],"acf":[],"yoast_head":"\nWhat Is Empathic Listening?<\/h2>\n\n
What Are the Benefits of Empathic Listening?<\/strong><\/h2>\n\n
How Does Empathic Listening Make You a Better Manager?<\/h2>\n\n
What Are the Key Techniques of Empathic Listening? <\/h2>\n\n
Taking Notes<\/h2>\n\n
Let’s Act<\/h2>\n\n
Frequently Asked Questions About Empathic Listening<\/h2>\n\n\n\n
What is empathic listening?<\/h3>\n\n
Why is empathic listening important? <\/h3>\n\n
Where do I start? <\/h3>\n\n
How do I remain engaged without getting caught up in the issue? <\/h3>\n\n