I recently stopped by a job site just during the installation phase of a new branch project. The electrician mentioned a change in the layout that hadn’t made it to the construction drawings. It was a passing comment, nothing formal. But it would have caused a serious delay if we hadn’t caught it at that moment. A quick, five-minute conversation taught me more about the project’s direction than any scheduled meeting prior.
Leadership finds its sharpest clarity in the unplanned moments. It’s not always the boardroom discussions or scheduled check-ins that shape our perspective. Sometimes, it’s the honest conversations that happen when we’re present and actively listening. Through my company’s design-build work for banks and credit unions across the U.S., where details carry weight and trust is non-negotiable, I’ve learned that leading strongly requires stepping into the day-to-day lives of the people we depend on and listening.
When visiting a job site, I listen more than I speak. I pay attention to what people say in passing, what they hold back, and how they carry the work. I ask questions for clarity and pay close attention to the response. Inspiring Workplaces recently reported that leaders who step back from command-and-control habits and instead show up with empathy are more trusted and more effective. That’s not a new idea, but we often forget to listen when deadlines are tight and projects are stacked. The people closest to the work often hold the clearest view of what’s working and what isn’t. Being the leader who listens to his or her own people is where change starts.
According to The Goods, “intentional listening is the most strategic move a leader can make in 2025.” I’d agree that it is essential. Next time your are tempted to fill the silence with solutions, join me in stepping outside the noise. Ask someone what they see. Let the conversation go where it needs to. You may just walk away with the insight that shifts everything.
If you are looking to elevate your leadership role, consider FSI’s client support and training program. Our experienced, knowledgeable trainers will work with you and your team to help you develop strategies for setting and exceeding your financial institution’s goals. Contact us to learn more.
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