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Active Listening: A Crucial Tool for Coaches and Leaders After a Critical Incident

Writer's picture: RIZERIZE

After a critical incident impacts a community, such as a natural disaster or tragedy, the role of a coach or team leader becomes even more vital. In these moments, active listening is one of the most powerful tools a leader can use to support their team, foster trust, and provide stability.

When athletes and staff are grappling with the emotional aftermath of a critical event, being heard and understood can be profoundly healing. By practicing active listening, leaders create a space where individuals feel valued, supported, and empowered to move forward together.



Active Listening: A Crucial Tool for Coaches and Leaders After a Critical Incident


What Is Active Listening?

Active listening goes beyond hearing words—it involves fully engaging with the speaker and understanding their emotions, needs, and concerns. This skill is particularly important in high-stress situations, where emotions may run high, and clear communication is essential.

Key elements of active listening include:

  • Presence: Being fully in the moment with the speaker, free from distractions.

  • Acknowledgment: Using verbal and non-verbal cues to show you are engaged.

  • Empathy: Seeking to understand the emotions behind the words.

  • Clarification: Asking open-ended questions to gain a deeper understanding.

  • Reflection: Rephrasing or summarizing to confirm you’ve understood correctly.



Why Active Listening Matters After a Critical Incident

In the aftermath of a critical incident, team members may experience a wide range of emotions, from fear and grief to anger and confusion. Active listening allows leaders to:

1. Foster Emotional Safety

When individuals feel heard, they are more likely to feel secure and supported.

  • Impact:

    • Creates an environment where team members feel safe sharing their thoughts and emotions.

    • Reduces feelings of isolation, showing individuals they are not alone.



2. Build Trust and Connection

Active listening demonstrates that a leader genuinely cares about their team’s well-being.

  • Impact:

    • Strengthens the bond between leaders and team members.

    • Encourages open and honest communication, which is essential during recovery.



3. Identify Hidden Concerns

Not everyone affected by a critical incident will outwardly express their struggles.

  • Impact:

    • By listening attentively, leaders can pick up on subtle cues that indicate deeper issues.

    • This awareness allows for timely intervention or additional support.



4. Enhance Decision-Making

Understanding the needs and concerns of the team informs better leadership decisions.

  • Impact:

    • Helps leaders adjust schedules, workloads, or expectations in a way that supports recovery.

    • Ensures that decisions are empathetic and considerate of the team’s emotional state.



How to Practice Active Listening as a Leader

1. Create a Safe Space

Establish an environment where team members feel comfortable opening up.

  • Actionable Steps:

    • Schedule one-on-one or small group check-ins in a private, quiet setting.

    • Reassure team members that their feelings are valid and their concerns will be heard without judgment.



2. Give Your Full Attention

Minimize distractions to show that the conversation is your top priority.

  • Actionable Steps:

    • Put away your phone and turn off notifications.

    • Maintain eye contact and use open body language.



3. Acknowledge and Validate

Show that you’re engaged and empathetic by acknowledging what the speaker is saying.

  • Actionable Steps:

    • Nod or offer verbal affirmations like, “I understand,” or “That sounds really challenging.”

    • Avoid interrupting or offering solutions too quickly.



4. Ask Open-Ended Questions

Encourage team members to share more by asking thoughtful questions.

  • Examples:

    • “How are you feeling about everything that’s happened?”

    • “What’s been most challenging for you recently?”

    • “Is there anything specific you need support with right now?”



5. Reflect and Clarify

Ensure you’ve understood correctly by summarizing or rephrasing what you’ve heard.

  • Actionable Steps:

    • “What I’m hearing is that you’re feeling overwhelmed balancing everything. Is that right?”

    • “It sounds like you’re saying the uncertainty is the hardest part. Did I get that correct?”



6. Follow Up with Action

Listening is only the first step—taking meaningful action shows that you value what you’ve heard.

  • Actionable Steps:

    • If a team member expresses a need, follow up by addressing it or providing support.

    • Keep the lines of communication open with regular check-ins.



What to Avoid During Active Listening

  • Judging or Dismissing Feelings: Avoid minimizing emotions with phrases like “You’ll get over it” or “It’s not that bad.”

  • Interrupting or Offering Quick Fixes: Let the speaker express themselves fully before responding.

  • Being Distracted: Multitasking or showing impatience can undermine trust.



Active Listening in Action: A Practical Example

Imagine a player who appears disengaged during practice after a critical incident. Instead of reprimanding them, you take time to check in privately.

  • You create a safe space, ask open-ended questions, and actively listen as they share their feelings of overwhelm.

  • By reflecting on what they’ve said and offering specific support—such as adjusting their workload or connecting them with a counselor—you help them feel understood and supported.

  • This approach not only strengthens your relationship but also empowers the player to re-engage with the team.



The Long-Term Impact of Active Listening

Active listening isn’t just about addressing immediate concerns—it builds a foundation of trust, respect, and connection that benefits your team long after the crisis has passed. By practicing active listening, you:

  • Foster Resilience: Helping team members process emotions strengthens their ability to bounce back.

  • Enhance Team Unity: Open communication creates a culture of mutual support and collaboration.

  • Lead with Empathy: Demonstrating care and understanding sets the tone for a compassionate and effective team environment.



Final Thoughts

In the wake of a critical incident, active listening becomes more than just a communication skill—it’s a lifeline for your team. By creating space for open, empathetic dialogue, you provide stability, understanding, and the support your team needs to navigate challenges together.

As a leader, your willingness to truly listen can transform moments of hardship into opportunities for growth and connection. Be present, be empathetic, and remember that sometimes, simply being there to listen is the most powerful action you can take.


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