The Power of Listening: How Active Listening Can Diffuse Workplace Tension

When we talk about resolving workplace issues, most people picture formal meetings, policies, or procedures. But one of the most powerful tools for preventing conflict and de-escalating tension is something far simpler — listening.

At Swan HR, we often find that behind a grievance is a moment when someone felt ignored, misunderstood, or dismissed. It’s not always about what was done, but how it was handled.

In this blog, we’ll explore the role of active listening in preventing and resolving workplace tension and how small business owners and managers can use this skill to create a more respectful, communicative workplace.

Listening vs. Active Listening

It’s easy to assume we’re already good listeners — after all, we hear people out in meetings or when they raise concerns. But active listening goes further. It’s not just about hearing the words; it’s about fully engaging with the person speaking, showing empathy, and creating space for them to feel genuinely heard.

Here’s what active listening looks like in practice:

• Making eye contact and giving your full attention

• Reflecting back what the person has said to check understanding

• Asking open questions to explore more deeply

• Avoiding interruptions or jumping to defend yourself or others

• Acknowledging feelings, even if you don’t agree

  
  

Why Listening Matters in Small Businesses

In a small team, people work closely together. That can foster great collaboration, but it also means tensions can bubble up quickly. Without a dedicated HR team, staff often raise concerns directly to the business owner or line manager, who may not be trained to handle them.

If that concern is brushed off, minimised, or misunderstood, it can:

• Create resentment or demotivation

• Damage trust between the employee and the employer

• Led to a formal grievance being raised

• Trigger wider team disruption if others feel similarly

  On the other hand, when someone feels truly heard, they’re more likely to:

• Accept feedback or compromise

• Open up and share more honestly

• Work with you to find solutions

• Feel respected, even if the outcome isn’t exactly what they hoped for

  
  

A Real-World Example OF WORKPLACE TENSION

A client recently came to Swan HR after a valued employee raised a grievance about feeling excluded from decision-making. The manager’s initial response was: “But I’ve never stopped her from speaking up — she just never says anything in meetings.”

It turned out the employee had raised ideas in the past, but they were often interrupted or dismissed with a quick “We’ll look at that later.” Over time, they stopped trying. In a private, supported setting, the employee finally felt safe enough to express how that had made them feel.

Once the manager was coached in active listening, they changed their approach: giving the employee space, asking for her thoughts directly, and taking time to follow up. Within a month, the tension had eased, and the grievance was withdrawn.

How to Practise Active Listening at Work

Here are a few simple techniques any SME owner or manager can use:

1. Set aside time

When someone wants to talk, find a quiet space where you won’t be interrupted. Don’t try to squeeze it in between tasks or during lunch.

2. Listen to understand, not to reply

Try not to plan your defence or answer while they’re still talking. Focus on what they’re saying — and how they’re feeling.

3. Use phrases that validate

• “I can see this has been frustrating for you.”

• “Thanks for telling me — I didn’t realise that.”

• “It sounds like this has been on your mind for a while.”

  
  

4. Follow up

Even if you can’t resolve things straight away, let the person know what the next steps are. Keeping them in the loop shows respect and commitment.

Listening Is a Skill — Not a Soft Option

Sometimes managers feel that active listening is “too soft” or time-consuming. But the truth is, it’s one of the most powerful tools in your toolkit for preventing grievances, building trust, and creating a positive workplace culture.

And like any skill, it can be learned and practised.

Want to Equip Your Team with Better Listening Skills?

At Swan HR, we offer tailored training and HR coaching to help small business leaders and line managers improve their communication and listening abilities. Whether you're dealing with a tricky situation now or want to prevent future problems, we’re here to support you.

📞 Get in touch today to find out how we can help your business handle conflict with confidence, starting with listening.