How to listen more at work: Tips from business psychologist Susan Kahn

My Wildest Prediction is a podcast series from Euronews Businesswhere we dare to imagine the future with business and tech visionaries. In this episode, Tom Goodwin talks to Susan Kahn, a business psychologist specialising in how to deal with failures.

Research has shown that managers who actively listen to their employees benefit both the work of their organisations and the people within them. Employees feel more supported, which leads to great job satisfaction and a stronger commitment to their company’s success.

Business psychologist Susan Kahn agrees with the crucial role of listening in the workplace, a skill which, in her opinion, remains challenging in today’s world.

To explore how listening can be improved, Susan Kahn joined Euronews Business podcast My Wildest Prediction.

Author of Bounce Back: How to Fail Fast and Be Resilient at Work, Kahn shared her insights on the power of empathy and openness in the workplace.

How can we listen more effectively and attentively?

“We will listen less before we begin to listen more,” Susan Kahn told Euronews when asked about her boldest prediction for the future.

According to the psychologist, people struggle to listen due to the binary mindset which defines our society, making people scared of sharing their thoughts.

Reflecting on her experience, Kahn acknowledged that this dynamic can vary depending on the company.

“When we feel safe, when we feel that we can trust people around us, we are prepared to take a risk,” she said. “Whereas if we’re in a culture of fear and our bodies are literally in a state of stress, then it’s very hard to tolerate something that’s out of the standard form,” she added.

However, Kahn clarifies that expressing opinions at work is not the same as bringing one’s full, unfiltered self into a professional setting.

“There are many aspects of ourselves that are not appropriate to be brought to the workplace”.

According to Kahn, to improve one’s listening skills it is crucial to recognise the importance of this competence and then, accept the silence that comes with it.

“Being able to be quiet and think (…) will allow you to think and listen more authentically,” she said.

What can leaders do?

Thanks to her job, Susan Khan has been able to speak with lots of people working in different organisations. 

By doing so, she has observed that while people are increasingly at ease discussing their mental health, they still struggle to open up about their failures.

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“There is a recognition that everyone fails, but there’s still work to be done to acknowledge that”. 

To change this pattern, Khan thinks that leaders have a great responsibility. She argued that they should question their decisions and actions more often, rather than presenting themselves as invincible.

In her opinion, this behaviour would create a more open environment, making it easier for employees to share their ideas.

“Speaking about their own experience (as leaders) of times when their mental health hasn’t been great, can be enormously empowering for people around them,” she said.

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Find out more on our podcast My Wildest Prediction.

Additional sources • Johan Breton video editor and sound mixer