Keen Listening: A DEI Essential for Inclusive Communication
Keen Listening is a critical skill in Diversity, Equity, and Inclusion (DEI) work. It goes beyond passive hearing and involves active, empathetic engagement with the speaker, especially when navigating conversations around identity, discrimination, equity, and inclusion. By practicing keen listening, individuals and organisations can foster environments where everyone feels heard, valued, and understood.
Definition:
Keen Listening refers to the intentional act of listening with full attention, empathy, and an open mind. It involves actively processing both verbal and nonverbal cues while suspending judgment or premature responses. In DEI, keen listening means making space for marginalised voices, acknowledging lived experiences, and seeking to understand before being understood.
Unlike surface-level listening, which may be distracted or performative, keen listening is deeply engaged, often reflecting back what’s been said, asking thoughtful questions, and creating psychological safety for others to speak honestly.
The Importance of Keen Listening in DEI:
In diverse workplaces or communities, people come from different backgrounds, with varying life experiences, values, and communication styles. Keen listening becomes essential for:
- Reducing bias and misunderstanding: It helps uncover unconscious biases and allows individuals to challenge their own assumptions.
- Building trust and respect: When people feel genuinely heard, it fosters a culture of mutual respect and inclusion.
- Encouraging dialogue: Keen listening makes it easier for difficult conversations to occur, especially around race, gender, ability, and other identity markers.
- Supporting inclusive leadership: Leaders who practice keen listening are more likely to make equitable decisions that reflect the needs of all stakeholders.
Example:
Imagine a team member from an underrepresented group shares that they often feel excluded from informal networking events. A manager practicing keen listening would:
- Give their full attention (no interruptions or distractions).
- Validate the concern without defensiveness.
- Ask clarifying questions to understand the context.
- Reflect back the key points to ensure understanding.
- Take meaningful action—like reevaluating how events are planned to ensure accessibility and inclusion.
This approach not only affirms the speaker’s experience but also signals that their voice matters.
How to Develop Keen Listening Skills
To cultivate keen listening in DEI-focused spaces:
- Be fully present: Avoid multitasking or mentally preparing your next response.
- Listen to understand, not to reply: Focus on the speaker’s message and emotions.
- Practice empathy: Imagine how the speaker feels and what they might need.
- Acknowledge and affirm: Use verbal and nonverbal cues to show attentiveness.
- Reflect and summarise: Repeat or rephrase what you heard to ensure clarity.
Conclusion:
Keen Listening is more than a communication technique—it is a cornerstone of inclusive environments. In the DEI context, it enables deeper understanding, stronger relationships, and a culture where every voice is respected. Whether you’re a leader, educator, or team member, mastering keen listening can significantly enhance your ability to support equity and inclusion.
Reference:
O’Brien, T. (2018). A Keen Listening. Italian Americana, 36(2), 217-221. https://www.jstor.org/stable/45210801
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