The importance of effective listening to support mental health, engagement and productivity

Keywords: effectivelistening, mentalhealth, leadership, conflict

Date: 9 October 2024, WorkLife Digital


Effective listening is an essential leadership and management skill that plays a pivotal role in supporting mental health and enhancing engagement in the workplace. Research consistently shows that when leaders actively listen and demonstrate empathy, they foster a work environment where employees feel heard, valued, and motivated. This article explores the importance of effective listening in leadership, its impact on workplace mental health, the challenges posed by remote work, and how managers can develop these skills to become more effective.

Listening and mental health: Creating a supportive environment

Effective listening is not just about hearing words—it's also about understanding the emotions behind them and responding in a way that validates the speaker's experience. In high-stress environments, especially workplaces, this skill becomes essential in preventing misunderstandings and mitigating conflicts that can negatively affect morale and productivity.

A study published in Frontiers in Psychology explored a technique called empathic paraphrasing, which involves restating what the speaker has said while acknowledging their emotional state. This approach can help de-escalate tensions, improving both relationships and overall workplace dynamics.

In challenging situations, it’s critical for leaders to remain emotionally composed and focused. By practicing active listening—giving their full attention to the speaker without interrupting or mentally preparing a response—leaders can create a space where employees feel safe to express their concerns without fear of judgment. When employees feel heard and understood by their managers, they are less likely to experience feelings of isolation or frustration. This approach encourages healthier, more productive communication and can help build stronger relationships within the workplace.

For instance, when an employee feels undervalued or overlooked, a manager's acknowledgment of these feelings and efforts to clarify misunderstandings can result in more productive dialogue. Asking open-ended questions like, "Can you explain more about why you feel this way?" not only encourages further communication but also shows that the leader is invested in understanding the employee's perspective. This level of engagement can turn potential conflicts into opportunities for growth and connection.

Listening also enhances a leader's effectiveness by allowing them to make better-informed decisions. When employees feel heard, they are more likely to offer valuable insights and contribute to problem-solving.

Challenges of remote work and video communication

With the rise of remote work and the increased reliance on video communication, many of the non-verbal cues that help facilitate effective listening have become harder to perceive. In face-to-face interactions, body language, eye contact, and gestures like nodding serve as immediate feedback that conveys empathy and understanding. However, in video calls, delays, technical glitches, and the absence of these subtle behaviours can create a sense of disconnect.

Research indicates that the lack of non-verbal cues in remote communication can lead to misunderstandings and decreased emotional connection. To mitigate these challenges, leaders must be even more intentional in their listening practices. One effective strategy is to employ empathic paraphrasing more frequently during virtual meetings. Repeating what the other person has said and asking for confirmation—“Did I understand you correctly?”—becomes vital in ensuring that both parties are on the same page. This not only compensates for the loss of non-verbal communication but also makes the speaker feel acknowledged, despite the virtual barrier.

In addition to empathic paraphrasing, active listening behaviours, such as asking clarifying questions, become crucial in remote work settings. For instance, when a colleague expresses frustration or concern, rather than immediately offering solutions or shifting the conversation, a manager might say, "It sounds like you're feeling overwhelmed by the workload this week. Could you share more about what's contributing to that stress?" By focusing on understanding rather than reacting, leaders can foster a sense of psychological safety, even in virtual environments.

Evidence of decreased listening in younger generations

There is also evidence suggesting that younger generations, who have grown up immersed in digital communication platforms, may struggle more with effective listening compared to older generations. As messaging apps and social media prioritise brief, reactionary interactions, younger employees may have developed habits that impede deeper engagement during conversations​. This highlights the need for managers, particularly those leading younger teams, to be aware of these challenges and implement strategies that promote attentive listening.

 Encouraging practices such as turning off distractions during meetings, practicing active listening, and using verbal techniques to confirm understanding are essential to counteract the potential downsides of the digital age.


Effective listening is a foundational skill for any leader or manager, particularly in today's complex and often remote work environments. When leaders listen with empathy and actively engage with their employees, they create a more supportive and trusting workplace. This, in turn, supports employee mental health and fosters engagement, both of which are critical to the success of modern organisations. In remote settings, where non-verbal cues are limited, it is more important than ever for managers to intentionally practice verbal listening skills to ensure that employees feel heard and understood. As the digital age continues to reshape communication habits, fostering effective listening will remain essential for strong leadership and a healthy, engaged workforce.

WorkLife Digital is a global mental-wellbeing consultancy driven by the mission to improve the sustainability of businesses. Our psychological wellbeing tool, Worklife Quotient (WL-Q), is modelled on cutting-edge scientific research and provides organisation-wide measurement and intelligence on the mental wellbeing levels and psychological resilience of staff. WL-Q also assesses the impact of organisational practices (i.e. people and culture, leadership styles, organisational purpose and values, social impact) that have a direct influence on staff wellbeing and provides strategic recommendations on addressing risks and promoting strengths.

For more information, get in touch at lisa@worklife.digital

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