Think back to a conversation or interaction you have had within your local community about an issue that really mattered to you. How did you feel after the conversation? Did you feel your point of view was heard or listened to?
In SenateSHJ’s recent Togetherness Index, we asked Australians whether they feel listened to by people and institutions. The results on listening contributed to the overall score which measures the impact of communication on social cohesion across Australia.
We asked Australians whether they feel they can share feedback about issues that concern them in the community, whether community and government leaders truly listen to them and whether they believe their voice is being heard in community debates and discussion.
The results show our country is more divided than it was 12 months ago, with economic and social pressures weighing heavily on social cohesion. However, the findings around whether people feel heard or listened to are stark – there is a significant correlation between feeling listened to and the sense of togetherness in our communities.
Among the broader population, only one third of Australians feel their voices are heard in local community debates and decisions and older Australians (55+) report feeling less listened to than younger generations, contributing to a growing sense of division.
So, what does it mean to feel heard?
Feeling heard is a key part of our wellbeing and our relationships. When we feel heard, it contributes to a sense of belonging.
The concept of feeling heard has been studied and developed into a Feeling Heard Scale by researchers in the Netherlands.
This Feeling Heard Scale includes measures of having a voice and being able to express yourself freely, attention being paid to what you are saying, empathy and respect is present in the conversation and a common ground being felt between both parties.
What is contributing to a feeling of not being heard?
Negative conversations, fuelled by political polarisation, are contributing to this feeling of not being heard. People reported that communication from people other than family and friends often made them feel pessimistic, leading many to disengage. It is also perceived that the media creates “sides”, pitting political parties against one another.
Of course, it is also important to consider the evolving communication landscape. So many of our interactions are now online and social media has dramatically changed how we interact. Thinking about the positive, this has given people a voice who may otherwise be unable to communicate and has allowed online communities that make people feel connected, to flourish.
However, if we think about the key elements above that allow people to be heard, can social media really give people the means they need to truly feel heard within a community? Or, do other communication approaches need to be used in conjunction with social media when engaging communities? The answer is – as always – communicate in many different ways and more than you think you need to.
How can we get better at listening?
When it comes to building connected and socially cohesive communities, organisations and leaders can get better at listening, to ensure they provide people with opportunities to contribute and see their voice in the decisions that result.
Organisations can commit to listening to the genuine needs, issues and concerns that matter to a community, taking these views into account before forming policies or finalising decisions.
It is important to note that listening doesn’t mean acting on every matter raised or every concern expressed. Showing understanding, and doing so with respect and empathy, will increase trust and allow for more connected communities.
Through effective communication efforts, connection and understanding can be nurtured within our communities. It might not yet be sufficient to counter the overarching sense of division, but it is a critical step in the right direction.