Excellent Communication and the Art of Active Listening

Excellent communication is often understood in terms of oral and written expression. There is no question that the ability to write clearly and concisely is crucial to one’s success as a leader. Likewise, the ability to articulate thoughts in a persuasive and passionate manner is an essential quality of leadership. However, active listening is a form of communication that is even more fundamental than speaking or writing, and it is often the most challenging for leaders to master. There are three key aspects to excellent active listening.

A. The Scope of Listening

The first aspect concerns the scope of one’s listening. Leaders must avoid underestimating the importance of what certain groups have to say. If you are a provost, do not listen only to faculty; listen also to staff, facilities employees, cafeteria workers, and administrative assistants. You never know where the next great idea might come from. The more constituencies you include in your listening, the more perspectives, ideas, and opportunities you will encounter.

B. The Depth of Listening

The second aspect involves the depth of listening. Listen deeply and with charity. Try to understand not only what people are saying, but also what they mean. Often, individuals will not directly express their full thoughts; they may be testing the waters to see how you respond. If you respond openly and with genuine interest, they are more likely to share more. The more open and active your listening, the more insight you will gain about your institution.

C. The Responsiveness of Listening

The third aspect of active listening is responsiveness. If you do not respond, how will people know you are listening? Imagine speaking to someone who avoids eye contact, shows no expression, and simply stares into space while you talk. You would not feel heard or valued.

D. The Role of Body LanguageWe communicate as much through our posture and gestures as through words. At your next meeting, pay attention to people’s posture, eye contact, and facial expressions. These nonverbal cues add a deeper layer of meaning to what is being said. Just as tone of voice shapes how words are interpreted, body language reinforces or undermines communication—whether one is speaking or listening.

Positive or Engaged Body Language

• Leaning slightly forward shows interest and attentiveness.

• Maintaining eye contact signals confidence, respect, and focus.

• Nodding indicates agreement and active listening.

• Relaxed shoulders and an open posture convey openness and receptivity.

• Smiling communicates warmth, encouragement, and support.

• 
  

Negative or Disengaged Body Language

• Crossed arms may suggest defensiveness, resistance, or disengagement.

• Looking away or checking a phone signals disinterest or distraction.

• Fidgeting, such as tapping a pen or bouncing a leg, reveals nervousness or impatience.

• Avoiding eye contact may indicate discomfort, lack of confidence, or disagreement.

• Leaning back with arms behind the head can appear dismissive or overly dominant.