A Smarter Way to Listen – Build a Culture‑Driven Listening Strategy
Sep 04, 2025Listening is something we all think we do well until a colleague surprises us by recalling a conversation entirely differently. Harvard Business School researchers describe how easy it is to nod along while thinking about something else and how difficult it is for speakers to tell when listeners have tuned out. In one experiment, nearly a quarter of participants admitted they weren’t paying attention during a conversation, yet speakers rated their attentiveness at the same level as fully engaged listeners. These misperceptions aren’t malicious; our minds naturally wander. They do, however, mean that vital information gets missed and people feel undervalued. That’s why building a deliberate listening strategy is essential.
At CultureC we view listening as a cultural practice, not a compliance exercise. It isn’t about ticking the box on an annual survey. It’s about creating a living dialogue that strengthens trust, belonging and purpose. One of our core beliefs is that listening is “the glue that holds a culture together”, a discipline that must be woven into daily routines, leadership habits and organizational rituals. Continuous listening invites employees to speak up before issues fester and helps leaders respond in real time. When listening becomes part of the culture, employees feel seen and heard; when it’s absent, they feel invisible.
The scale of the listening gap in the United States underscores why this work is crucial. A recent report from workforce company UKG found that 63 per cent of U.S. employees say their voice has been ignored or undervalued. Nearly half believe that the voices of underrepresented groups still go unheard. Alarmingly, a third would rather quit or change teams than raise management concerns. The study also showed that employees who feel a strong sense of belonging and engagement are far more likely to feel heard. Organizations where employees feel listened to are 88 per cent more likely to perform well financially. In other words, listening isn’t just a nice‑to‑have; it drives business outcomes. Yet essential workers, younger employees and people from underserved racial and ethnic groups are less likely to feel listened to. Amplifying their voices is central to our mission at CultureC, because inclusion without listening is impossible.
Listening becomes even more critical during pivotal moments in an employee’s journey. Research by HR Acuity reveals that 40 per cent of U.S. employees have taken a leave of absence since 2023, but only 36 per cent would recommend their employer; that figure jumps to 48 per cent when leave is handled well. The same study found that 41 per cent of workers have experienced or witnessed misconduct; one in four didn’t report it because they didn’t trust the process. Following layoffs or restructurings, only 23 per cent said their trust in their organization improved. These statistics show how critical it is to listen during sensitive transitions, whether someone is returning from parental leave, reporting misconduct or facing a restructuring. Similarly, a Traliant survey reports that nearly one in three U.S. employees feel excluded at work and 55 percent of those who feel excluded have considered leaving. Millennials report a higher rate of exclusion (36 percent) than Gen X employees (22 percent). Respondents cited conflict resolution and active listening as the skills most needed to foster inclusion. At CultureC we help organisations identify and support these “moments that matter” – from onboarding to performance reviews, life events and exits – because culture is tested in transitions. As our CEO at CultureC, Craig Forman, puts it, “How you listen when it’s hard says more about your culture than anything you print on a poster.”
Building a culture‑driven listening strategy requires moving beyond annual surveys to a continuous, multi‑channel approach. Gallup’s research warns that many organizations invest in listening tools without a plan to act on the feedback. Listening should begin with a clear purpose: what questions are you trying to answer, what signals may these questions be sending to our people, and how will you use the insights? It should draw on existing data – such as engagement scores, exit interview themes and pulse survey results – before launching new instruments. Pulse surveys, idea portals, focus groups and one‑to‑one conversations can all be part of your toolkit, but they must be tied together by leadership accountability. Leaders need training in active listening and psychological safety, so they can summarise, reflect back and ask clarifying questions instead of reacting defensively. They also need to close the loop by communicating what was heard and what will change as a result. Gallup notes that only about one in four employees strongly agree that their opinions count at work. Raising that figure requires not just collecting feedback but acting on it. CultureC supports clients in designing listening strategies rooted in their values and leadership competencies. We help leaders shift from “collecting data” to “having conversations,” ensuring that listening reinforces the culture you want to build.
To begin your own culture‑driven listening journey, start by acknowledging the reality: many employees and contractors feel unheard and excluded. Identify the moments in your organisation’s lifecycle – recruitment, onboarding, development, promotion, life events, crisis and departure – that have outsized impact. Craft a listening plan that combines surveys with dialogues; set expectations with employees about how feedback will be used; and ensure anonymity and privacy where appropriate. Train managers to listen beyond words and give them time to follow up. Most importantly, act on what you hear. When people see change, participation rises. Without action, surveys become exercises in frustration. As we remind our clients, listening is not a project but a practice. It’s a habit that strengthens belonging and unlocks performance.
In conclusion, a smarter way to listen is one that views listening as a cultural cornerstone rather than an HR task. Research shows that failing to listen drives disengagement and turnover, while hearing your people boosts belonging and business results. CultureC’s approach integrates listening into the fabric of your organization, from everyday conversations to critical transitions, so that every voice matters. If you’re ready to build a culture where people feel valued and heard, we invite you to explore our resources and begin your own listening transformation.
