Here's how you can enhance problem solving in a CSR role with active listening skills.

Here is how we can enhance problem-solving in a CSR role with active listening skills: 1. Understanding Stakeholder Needs: Active listening enables us to gather comprehensive insights from stakeholders, identify root causes of issues, and develop targeted CSR initiatives that drive meaningful impact. 2. Encouraging Collaboration: By genuinely hearing others' concerns and suggestions, we foster an environment of trust and open communication, essential for innovative and effective problem-solving. 3. Identifying Hidden Issues: Active listening allows us to pick up on subtle cues and underlying issues that might otherwise be overlooked, leading to more comprehensive and robust solutions.

Al escuchar activamente se pueden identificar los problemas subyacentes y no sólo los síntomas superficiales, lo que conduce a soluciones más efectivas y sostenibles. Además, fomenta un ambiente de confianza y respeto, donde los empleados y colaboradores se sienten valorados y más dispuestos a participar en iniciativas de RSC. Esto puede mejorar la colaboración y la innovación, resultando en una resolución de problemas más creativa y efectiva que alinea los objetivos empresariales con los valores sociales y ambientales.

Active listening is a critical skill no matter what your job but in CSR in particular it’s an essential tool. People generally support what they help to build so when you listen and take into account your stakeholder feedback and then implement it, they will see themselves represented in your work. Additionally, you’ll help to uncover needs and challenges that others may be ignoring, which will help you innovate your program, make it more relevant, and achieve better results.

Active listening involves paying full attention to interlocutors, demonstrating genuine interest and deep understanding of their concerns and perspectives. By approaching each interaction with empathy, recognizing and validating the emotions and experiences of others, an environment of respect and acceptance is created. This approach not only facilitates accurate identification of issues, but also encourages openness and collaboration as stakeholders feel valued and heard.

As we say at EY, the better the question, the better the answer. Strategic questioning will help you uncover the root cause of any problem. It will also queue to your stakeholders that you are really listening. To design a solution that is truly comprehensive and takes into account all of the factors affecting a particular situation you need to understand what you’re solving for. The way to get there is both by asking the right questions and active listening.

Uma ferramenta muito útil são os "5 porquês?" criada por Sakichi Toyoda. Consiste em perguntar 5 vezes o porquê de um problema para descobrir a sua real causa, ou seja, a causa raiz.

Implemente metodologias de cocriação para criar as soluções com as partes interessadas e compreenda que seu papel é não apenas facilitar, mas também concretizar as ideias. Depois, apresente as soluções de forma prática e chame as pessoas que participaram do processo para testá-las, deixando sempre um canal aberto para feedback.