Receive and Process: A Simple Solution to a Common Problem
Last week, I encountered a common scenario: a group of managers eager to elevate their team’s performance but uncertain about how to do so.
Sound familiar? Do you find yourself struggling to support and inspire your team to reach their full potential?
What if I told you there’s a strategy that, when consistently applied, will do wonders for your team’s performance?
It’s not about reinventing workflows or overhauling your organization. Instead, it’s about harnessing the full potential of a practice we often find ourselves doing without thinking – listening.
You might say, “I listen all the time!” But let’s pause for a moment and consider what our everyday “listening” actually involves:
- Am I multitasking?
- Am I formulating my response before the other person has finished speaking?
- Am I distracted by the stack of work on my desk?
The type of listening I’m referring to is significantly different. It involves fully stopping whatever else I’m doing, making eye contact, and devoting my complete attention to the other person.
At its core, this type of listening involves being attuned or “tuned in” to another person’s emotions and needs. It’s about demonstrating that I understand their feelings in a supportive and constructive way.
Pause for a moment and consider what everyday “listening” actually involves.
We’ve all had moments when we’ve shared something important with a leader only to leave feeling misunderstood or overlooked, eroding our confidence and motivation. By practicing staying attuned, we can, instead, build up trust and a sense of shared purpose – two elements that consistently lead to people performing at their best and delivering their best work.
So how can you, as a leader, attune to the people around you?
At ADVISA, we call it “Receive and Process”:
1. Receive
Begin by acknowledging what you’re hearing. Use opening phrases such as “It sounds like…” or “What I’m hearing is…”, then tentatively identify the emotion they might be feeling and provide a brief summary of their message.
For example:
- “It sounds like you’re frustrated with the project’s delays.”
- “You seem excited about the promotion but unsure about the next steps.”
- “I hear that you’re feeling bored with your current tasks and are interested in new opportunities.”
The goal here isn’t to “diagnose” them, but to connect on a deeper level. If their response is something like, “I’m not really frustrated, just confused,” that’s a success! It indicates they feel genuinely heard and understood, which builds trust.
2. Process
After you’ve “received”, the next step is to thank them and clarify your role:
First, show appreciation for their openness.
You can just say, “Thank you for sharing this with me.” This simple phrase encourages ongoing communication and further strengthens the trust you want to build.
Second, clarify your role.
If we’re not careful, we can easily misstep at this critical point in the conversation, eager to start doling out sage advice or attempting to tackle the challenge ourselves.
A better option? Simply ask “What role would you like me to play?”
Their response might surprise you. They could be seeking anything from a sounding board to mentorship, but more likely than not, they might just need a moment to vent and appreciate that you’re genuinely listening.
Simply ask “What role would you like me to play?”
By clearly defining the role they want you to play, you not only build trust but also empower them to strengthen their abilities (and keep your to-do list from growing even longer).
In summary
As you continue to support and inspire the people you lead, remember that the most impactful strategy may be the simplest one: truly listening.
By receiving and processing their thoughts and feelings with genuine empathy, and by asking how you can best support them, you’re engaging in a powerful act – one that can profoundly impact how they show up and perform at work.