Listening Is a Leadership Skillā€”Especially in Times of Change
Mar 23, 2026Listening is often framed as a soft skill.
In reality, it’s one of the most powerful leadership tools available.
Throughout Episode 2, Andrea Dunn returns again and again to the value of understanding lived experience—whether that’s a student trying to activate an account, a faculty member navigating new expectations, or a staff member fielding the same confusing question for the hundredth time.
These moments reveal something important: systems speak, even when leaders don’t intend them to.
Andrea describes how walking through processes personally—or observing others do so—surfaced insights no dashboard could provide. Confusion, friction, and frustration weren’t user failures; they were design signals.
This is where personas matter.
When leaders take time to consider different learner and staff experiences—new, returning, remote, international, or accessibility-focused—they design with empathy rather than assumption. Small adjustments then create outsized impact.
The payoff is alignment.
When systems reflect real human needs, engagement increases. Questions decrease. Confidence grows. And people feel seen rather than processed.
This episode offers a quiet but profound challenge to leaders: slow down just enough to listen. The clarity you gain may be worth more than any new tool or initiative.
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