Issue 12: Today’s Brew: Listening Is an Act of Leadership – Empathetic Listening in Action
☕ Brewed for Leaders Who Care
Espresso & Empathy — Issue 12
By: Shannon Foster
Founder & Senior Consultant, Martin & Foster Consulting
May 21, 2025
Leadership isn’t just about what you say. It’s about how well you listen.
In the rush of decisions, deadlines, and data, listening often becomes a task we check off instead of a skill we practice. But when we truly listen with empathy, something powerful happens—trust is built, engagement deepens, and people feel seen.
Because at the heart of every strong workplace relationship is this truth:
People don’t just want to be heard. They want to feel understood.
The Difference Between Hearing and Listening
There’s a big gap between hearing and listening with empathy.
Hearing is passive. It’s waiting for your turn to speak.
Listening with empathy is active. It’s being fully present and curious—not just about the words, but about the person behind them.
When leaders only listen to respond, they miss what’s not being said. But when they listen to understand, they uncover insight, emotion, and opportunity.
Why Empathetic Listening Is a Leadership Skill
According to a 2023 Workplace Communication Study by Quantum, 64% of employees say leaders rarely listen to understand—they listen to fix or move on. And 74% of employees who feel heard say they’re more motivated to do their best work.
Empathetic listening is one of the simplest and most effective ways to build:
Psychological safety
Emotional connection
Productive feedback loops
Greater resilience in times of change
When people feel truly heard, they contribute more, stay longer, and trust deeper.
How to Practice Empathetic Listening as a Leader
Empathetic listening isn’t just about staying quiet. It’s about being intentional.
Here’s what it looks like in action:
1. Be Present.
Silence distractions. Make eye contact. Turn your phone over. Let the person know they have your full attention.
2. Get Curious.
Ask clarifying questions like, “Can you tell me more about that?” or “How did that impact you?” Curiosity shows care.
3. Reflect, Don’t Redirect.
Instead of jumping in with a solution, reflect back what you heard. Try: “It sounds like you’re feeling frustrated because expectations weren’t clear.”
4. Avoid the Fix-It Reflex.
Sometimes, people just want to be heard. Ask before offering advice: “Would it help if I shared a suggestion, or do you just want to talk this through?”
5. Follow Up.
Circle back to the conversation later. It signals that what was shared mattered—and that your listening wasn’t performative.
What Martin and Foster Teaches About Listening as Leadership
At Martin and Foster Consulting, we believe listening is foundational—not optional.
Through our leadership and coaching programs, we help leaders develop empathetic listening as a strategic behavior—not just a personality trait. Whether we’re focusing on communication, building trust, or developing self-leadership, empathy remains at the core of everything we teach.
When leaders learn to truly listen, they:
Reduce conflict
Increase clarity
Strengthen culture
Empower people to bring their full selves to work
Listening isn’t passive—it’s how leaders earn the right to be heard.
Leadership Self-Check: How Empathetic Is Your Listening?
Do I find myself thinking about my response instead of focusing on the speaker?
Do people feel comfortable sharing bad news with me—or do they filter their feedback?
Am I asking thoughtful questions—or rushing toward action?
Do I create space for reflection and follow-up?
If you’re not sure—it’s time to slow down, lean in, and listen deeper.
Final Thoughts
Empathetic listening isn’t just a soft skill. It’s a leadership strategy.
When we listen with intention, we create connection.
When we listen with empathy, we create change.
So the next time someone speaks—pause.
Be fully present. Ask with curiosity. Reflect with care.
Because sometimes the most powerful thing a leader can say is… nothing at all.