'We all hold a responsibility to ensure we listen to each other'

This October we again celebrate national ‘Speak Up’ month. Speak Up Month is an opportunity to raise awareness about the difference that Freedom to Speak Up is making. The theme chosen by the National Guardian Office this year focuses on ‘listening up’ and the power of good listening.

We talk a great deal about the importance of people speaking up to raise any concerns they have. These are not limited to safety concerns but could be anything that is getting in the way of people feeling psychologically safe at work and affecting their wellbeing.

“Awareness of what good listening skills look and feel like is essential for all of us”

We all hold a responsibility to ensure we listen to each other, providing support and encouragement for everyone to feel empowered to speak up. We know that people across health and social care are speaking up every day and have good responses. However, for some, this experience is not so positive, and they do not feel listened to, no actions are taken to address their concerns, or they do not receive any feedback and thanks.

I think we would all like to believe we are good listeners, but when we take a moment to truly reflect, are there things we could do better?

Awareness of what good listening skills look and feel like is essential for all of us, but especially for those in leadership roles. Leaders should be visible and approachable to ensure people have an opportunity to speak up to them.

Many leaders tell me they have an open-door policy, or they frequently conduct walkabouts within their teams, however, this alone is not always enough. Colleagues may still not feel they are genuinely being encouraged to tell you everything you need to know, especially if this could be viewed as negative. Giving your full attention and unequivocal, authentic reassurance that you want to hear concerns is a must.

Focus on non-verbal cues, as well as listening to what is verbally being said, and react appropriately to ensure your own body language is projecting a calm and welcoming environment for people to share their thoughts.

Listening with patience is fundamental, especially when people may be very anxious. They may find it hard to be clear of the facts or fear they will be disbelieved, so may need space, time and empathy to feel safe to share their concerns or suggestions.

It is a natural human response to become defensive when you feel you are being attacked or criticised. It is understandable that when you are hearing something you do not like or disagree with, you want to defend the point or have a right of reply. However, this must only ever be done in a respectful and measured tone.

I also believe that best practice suggests you should take the opportunity to be curious and inquisitive. Are you absolutely sure you are right, or that your preconceived view of the issue is the only option? Good listeners are able to at least entertain another point of view without prejudgement and ensure all options are explored.

Once you have listened, you should relay back what you have heard to ensure you have fully understood. The best leaders thank the person for sharing and offer an impartial approach to finding appropriate resolution and assurances. They ensure regular feedback and updates are provided as to what actions are being taken and the outcomes.

Leaders should also consider: who are you not hearing from and who you do need to listen to more? This might include minority or vulnerable groups, night workers, students, volunteers, isolated workers, internationally trained colleagues, for example.

So, this Speak Up month, I ask for us all to be more mindful of how we can all re-energise the power of listening and support healthy ‘Speaking Up’ cultures.

If you would like to be part of the national campaign, please visit the National Guardians Office website: nationalguardian.org.uk.

Helené Donnelly is head of safety culture, Nuffield Health