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Promoting active listening in the workplace is vitally important because it directly affects communication, teamwork, productivity, and overall workplace culture.

A workplace where listening is valued is more likely to be collaborative, efficient, and positive, but reaching that point requires an abundance of communication say Michael Poydenko and Bhavani Narayanan, Registered Psychotherapists at Relationship Matters Therapy Centre in Cambridge.

“Communication and productivity go hand-in-hand. Being able to communicate effectively, from the get-go, leads to more productivity,” says Bhavani. “It’s a practical skill but it’s also an investment. It is investing in productivity and investing in the team.”

Her colleague agrees, comparing a communication problem – whether in the workplace or in personal relationships - as being similar to tossing a ball to someone that is not being caught.

“We need to get to that communication piece in place and when you have it, then we can start solving the problem,” says Michael.  

In many workplaces, misunderstandings happen not because people fail to speak clearly, but because others do not listen carefully. Active listening helps ensure that messages are understood as intended. When employees listen to instructions, feedback, and concerns accurately, mistakes are reduced, and tasks are completed more efficiently.

Clear communication also saves time, as employees do not need to repeatedly explain or correct information.

Outlining expectations

Bhavani says outlining expectations around communication in the workplace plays an important role and can benefit everyone. 

“If you haven’t outlined these expectations, later on down the line you will have people working in two different directions,” she says. “And then it’s spending more time getting back to the same page and maybe undoing much of the work that everyone has been doing.”

Most workplaces rely on teams to complete projects and solve problems. For a team to function well, members must listen to each other’s ideas, opinions, and concerns.

When people feel heard, they are more likely to contribute openly and share creative ideas. This leads to better decision-making, as teams can consider multiple perspectives rather than relying on one dominant voice. 

In contrast, poor listening can create frustration, conflict, and feelings of exclusion, which weaken teamwork and reduce morale and possibly lead to high employee turnover since employees who feel consistently ignored or misunderstood are more likely to feel dissatisfied with their jobs. This can lead to disengagement, burnout, or eventually leaving the organization. Exit interviews often reveal issues related to poor communication and lack of listening from management.

Before reaching this critical stage there can be clear signs team members are experiencing issues when it comes to active listening, among these is what Michael describes as an emotional ‘mismatch’.

Checking in important

“Sometimes you may feel that you have communicated something clearly and then all of a sudden you are getting some sort of emotional response,” he says, explaining this could mean something is ‘missing’ in terms to that communication. 

When employees regularly misinterpret instructions, deadlines, or expectations, it may indicate that information is not being properly heard or clarified.

Conflicts are unavoidable in any workplace, but how they are handled makes a significant difference and effective active listening allows everyone an opportunity to express their viewpoints and feel acknowledged.

When people feel heard, they are often more willing to compromise and work toward a solution, which is why Bhavani recommends regularly ‘checking in’ with colleagues to ensure their work priorities remain aligned rather than waiting until the end of a project.

“Those small check-ins can be ways to see if you are misaligned,” she says.

Promoting good listening skills helps create a more respectful and constructive approach to resolving disagreements but sharpening these skills can be difficult due to various issues – such as the pandemic - that have impacted the ways business is conducted.

“During the pandemic, we were very focused on trying to be as effective as possible and I think we've lost the ability to communicate compassionately and coming from a place of understanding as opposed to seeing the shift towards communicating from a place of efficiency,” says Bhavani, noting that asking clarifying questions takes confidence which is also a skill.

“I think many people have lost that confidence when it comes to asking questions because during COVID, that was a luxury a lot of people could not afford. I think now we’re starting to see the shift towards people trying to regain and refine that skill.”

Leading by example

Michael agrees and notes that besides the pandemic, technology has also had a major effect when it comes to communicating in general.

“If we have a hard time focusing and everything seems to be distracting us, it becomes much harder to listen to what the other person is saying,” he says, explaining how technology, such as AI, allows people to surround themselves with more personalized content making it more difficult to truly listen to others in the workplace when situations arise.

“You can now have five people in a household only watching TV shows they like. No one is being exposed to stuff they may not completely like and that kind of decreases our ability to deal with things that might be slightly uncomfortable.”

Both Bhavani and Michael say ample training – especially for those in leadership roles - is important when it comes to promoting better active listening.

“There can be a sense among leaders that they want employees who are excellent listeners, but how great are the leaders listening?” says Michael. “How are they leading by example?”

Practical steps a business can take to improve active listening in the workplace

Provide active listening training

Training can include techniques such as maintaining eye contact, avoiding interruptions, asking clarifying questions, and summarizing what has been said. Practical exercises and role-playing can help employees apply these skills in real workplace situations.

Lead by example

When employees see leaders giving full attention, responding thoughtfully, and valuing input, they are more likely to do the same. Leadership behaviour sets the tone for the entire organization.

Set clear communication expectations

This includes allowing others to finish speaking, avoiding dismissive language, and encouraging open dialogue. Written guidelines or team agreements can help reinforce these expectations.

Improve meeting structures

Using clear agendas, defined goals, and time limits helps keep discussions focused. Encouraging participation from all team members ensures that diverse perspectives are heard.

Encourage questions and clarification

Employees should feel comfortable asking questions if they do not understand something. Encouraging clarification prevents misunderstandings and shows that listening is an active process, not just passive hearing.

Reduce distractions

Distractions such as phones, emails, and multitasking reduce the quality of listening. Businesses can encourage device-free meetings and designate focused time for important conversations to help employees stay present and engaged.

Promote two-way feedback

Employees should have opportunities to share ideas, concerns, and suggestions, while leaders listen openly and respond constructively. Surveys, one-on-one meetings, and feedback sessions support this process.

Practice reflection and summarizing

Encouraging employees to restate or summarize key points helps confirm understanding. This practice reduces errors and shows respect for the speaker’s message.

Recognize good listening behaviours

Acknowledging employees who demonstrate strong listening skills reinforces their importance. Recognition can be informal, such as verbal praise, or included in performance reviews and team feedback.

Review and improve continuously

Businesses should regularly evaluate their communication practices through surveys, meetings, or performance reviews. Identifying gaps and adjusting ensures that active listening remains a long-term priority.