If you ask most people what makes a strong leader, you’ll hear words like “confident,” “decisive,” or “charismatic.” Rarely do you hear the word quiet. Even less often do you hear, listener. Yet, in my journey as a leader and as the Chief Operating Officer at Gateway, I’ve come to realize that one of the most powerful skills a leader can bring to the table isn’t the loudest voice in the room—it’s the most attentive ear.
Listening isn’t passive. Done well, it’s an active, strategic tool that builds trust, fosters inclusion, and sparks innovation. And in today’s fast-moving, complex world, the ability to listen deeply might just be the leadership superpower we need most.
Listening Builds Trust
Trust is the bedrock of any strong team. Employees, colleagues, and community partners need to know that their input matters—that when they speak, their voices won’t just echo into silence.
As an introvert, I tend to take a step back before responding. I give space for people to share their perspectives fully. This isn’t hesitation—it’s intentionality. Research backs this up: leaders who listen effectively are rated as more trustworthy and approachable by their teams (Harvard Business Review, 2016). When people feel heard, they feel valued. And when people feel valued, they are more likely to bring their full energy and commitment to the work.
At Gateway, our mission is centered on communication—helping people understand and be understood. That commitment extends beyond the services we provide and into the culture we nurture. By listening first, we model the very values we ask others to embrace.
Listening Creates Inclusion
Listening is also one of the most powerful tools for equity and inclusion. Too often, leadership is shaped by the loudest voices, leaving quieter perspectives overshadowed. By creating intentional spaces for listening, we invite all voices into the conversation, not just the dominant ones.
For me, this has meant actively slowing down in meetings to ask myself, “Who hasn’t had a chance to share yet and how would they be most comfortable sharing their perspectives?” It has meant paying attention not just to the words people use, but to their body language, tone, and what goes unsaid.
This practice is especially important in organizations like Gateway, which serve diverse communities. The people we support come from different cultural, linguistic, and personal backgrounds. Their experiences aren’t all the same—and neither are their needs. By listening closely, we honor those differences and build systems that reflect the richness of the community.
Listening Fuels Innovation
Innovation doesn’t come from one person having all the answers. It comes from ideas colliding, perspectives intersecting, and solutions emerging where you least expect them. And those ideas only surface when leaders create environments where people feel safe to share.
A study from Zenger Folkman (2016) found that the most innovative companies were led by leaders rated highest in listening. Why? Because employees knew their voices wouldn’t just be dismissed—they’d be explored. Listening unlocks creativity by giving unconventional ideas the chance to breathe.
In my role, I’ve seen firsthand how a pause to listen can change the trajectory of a project. More than once, the best idea in the room has come from someone who almost didn’t speak up—until they were invited in.
Listening as an Introverted Leader
For introverts like me, listening feels natural. I don’t rush to fill the silence. I process before I respond. I notice nuance. I mull. For a long time, I thought this style was a weakness compared to more extroverted models of leadership. But I’ve come to see it differently. Listening is a distinct and invaluable strength held by many transformational leaders.
Of course, listening as a leader doesn’t mean being silent. It means being intentional. It means balancing space for others’ voices with the responsibility to act. Listening well requires courage: the courage to admit you don’t have all the answers, and the courage to build solutions with people rather than for them.
Bringing Listening to Life at Gateway
At Gateway, we talk often about our mission: to give hope, change lives, and build connections. But that mission isn’t just about the services we provide in audiology, interpreting, speech therapy, or our school. It’s also about how we operate as an organization.
Listening shows up in how we approach change management during our rebrand, how we build safety protocols, and how we foster work-life balance for staff. It shows up in hallway conversations, town halls, and one-on-one check-ins. It’s not glamorous, but it is powerful.
A Call to Leaders
If you’re a leader—introverted or extroverted—I invite you to think about listening not as a soft skill, but as a strategic one. Listening is how we build trust, inclusion, and innovation. It’s how we grow organizations that don’t just function, but thrive. The next time you find yourself in a meeting, try this: speak less, listen more, and see what emerges. You may be surprised by the power you unleash.
At Gateway, we’ve seen it again and again: listening transforms not only communication, but also relationships, organizations, and communities. And that, to me, is leadership at its best.
By Emilie Aguilar
Sources:
https://hbr.org/2016/07/what-great-listeners-actually-do
Learn More About Gateway
Gateway gives hope, changes lives, and builds connections for Marylanders. Gateway connects people to their worlds and aids individuals in their ability to understand and to be understood. Gateway has grown into an organization that serves more than 4,000 children and adults every year, helping them communicate more effectively. With programming both on our Baltimore campus and through community-based programming, we provide education, access, and medical support to anyone who needs it.
We envision a society where everyone can understand and be understood and where everyone is treated with integrity, compassion, and equity.
