We all know the importance of listening to our employees, but how often do we pause to understand the intent behind what they’re saying?
Too often, feedback that's critical or complaint-like gets dismissed as "negative," especially when it comes from a place of caution or frustration.
This is where understanding the difference between promotive voice and prohibitive voice becomes crucial.
Both types of feedback play essential roles in the success and resilience of an organisation, and it’s time we stop labelling and start really listening to what our employees are trying to tell us.
Promotive vs. Prohibitive Voice: What’s the Difference?
Promotive Voice: This is all about innovation and improvement. When employees use promotive voice, they’re offering ideas, suggesting better ways of doing things, and looking for ways to enhance the organisation. This type of feedback often gets labelled as positive and constructive because it aligns with growth and progress. But remember, promotive voice can also show up as a complaint. When employees point out inefficiencies or outdated practices, they’re not just complaining—they’re advocating for change and betterment.
Prohibitive Voice: This voice is rooted in caution and prevention. Employees using prohibitive voice are raising concerns, pointing out potential risks, and flagging problems that need attention. This kind of feedback often gets seen as negative because it can sound critical or pessimistic, especially when expressed with frustration. But prohibitive voice isn’t about being negative; it’s about protecting the organisation and ensuring that we’re acting ethically and responsibly.
Why Leaders Need to Understand Intent
The real power of leadership lies not just in hearing what employees are saying but in understanding why they’re saying it. Here’s why it’s important to look beyond the tone and focus on the intent:
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Prohibitive Voice is Not Negativity—It’s Protection: When employees use prohibitive voice, they’re not trying to be naysayers. They’re acting as protectors of the organisation, raising concerns about things that could cause harm. Dismissing this feedback as negative or overly critical means missing out on opportunities to address potential issues before they become real problems.
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Promotive Voice Can Appear as a Complaint: Even promotive voice can show up as a complaint. When employees express dissatisfaction with how things are currently done, it’s often because they believe things could be better. Recognising the promotive intent behind these complaints helps turn them into opportunities for positive change. It’s not just about venting; it’s about wanting to make things better.
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Assuming Positive Intent Changes Everything: The responsibility to understand intent lies with us, the leaders. When we assume that feedback comes from a place of positive intent, it transforms how we receive and respond to feedback. Assuming positive intent helps us reframe critical comments as constructive input aimed at improving the organisation, which changes the way we receive feedback, making us much more open to accepting the opportunity it presents.
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Emotional Expressions Often Indicate Urgency: If prohibitive voice is expressed with frustration or strong emotion, it’s usually a sign that the employee feels their concerns have been overlooked or ignored. Rather than seeing this as negativity, recognise it as a signal that there are issues needing immediate attention.
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Balancing Innovation with Risk Management: Thriving organisations need both new ideas and vigilance against risks. Leaders who value both promotive and prohibitive voices create a balanced approach, fostering innovation while safeguarding the organisation’s integrity and stability. It’s about listening to all the voices in the room, not just the ones that sound upbeat.
How Leaders Can Better Understand and Respond to All Types of Voice
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Assume Positive Intent: Start with the mindset that employees are speaking up because they care about the organisation’s success. This approach changes everything—it allows us to interpret even critical or complaint-like feedback as valuable and constructive.
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Listen with an Open Mind: Focus on understanding the message behind the words. What concerns are being raised? What improvements or solutions are being suggested or might be possible? By listening more deeply, we can turn what might seem like negativity into actionable insights.
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Acknowledge and Validate Concerns: Even if immediate action isn’t possible, acknowledging feedback shows that every voice matters. A simple, “I hear your concern, and I appreciate you bringing it to my attention” can build trust and encourage more open dialogue.
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Encourage Both Types of Voice Equally: Make it clear that promotive and prohibitive voices are both essential. Recognise and reward employees for speaking up, whether they’re suggesting a new idea or pointing out a potential issue - and by the way - the best reward is action. This approach ensures a more balanced, responsive, and inclusive workplace culture.
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Provide a Safe Space for Feedback: Use tools like Harkn to create continuous, anonymous feedback channels. When employees feel safe to voice their concerns, knowing their feedback will be taken seriously, they’re more likely to speak up. This kind of environment is key to capturing the full spectrum of employee insights.
Conclusion
As leaders, you determine how employee voice is received and acted upon.
By understanding the intent behind promotive and prohibitive voices, we can move beyond simply labelling feedback as positive or negative.
This deeper understanding allows for more effective listening, better decision-making, and a stronger, more resilient organisation.
Embrace all types of feedback, listen with the intent to understand, and create a culture where every voice is heard and valued.
After all, it's not just about what employees are saying—it’s about why they're saying it and how we choose to respond.
