Developing the Sophistication of Listening in Organisations

Abstract

The critical impact of effective leaders listening in healthcare organisations is fundamentally about gathering and gaining operational intelligence from within the organisation. This core operational capability correlates with improved care and effectiveness across patient safety and clinical risk; quality and patient/resident outcomes; workforce sustainability; improvement innovation; and organisational resilience. Listening within organisations has become a hallmark of organisational capability, enabling leaders and managers to acquire operational intelligence. Comprehensive listening extends beyond providing staff and followers opportunities to speak, as it requires a comprehensive organisational capability (irrespective of, but proportional to, the size of the organisation). Annual surveys, suggestion schemes, and speak-up mechanisms provide valuable channels to hear feedback and enhanced listening approaches demonstrate a progressive and effective connection to those who make up and enable health organisations.