When it comes to consultation and moving into genuine co-production, you have to be ready to take on a more active listening role. But what does that mean in practice?
Active listening is more than just hearing words: it’s about creating space for people to express themselves fully, and being open to what they say, even when it challenges existing assumptions or plans. In consultation exercises, responses can often remain at the surface level – simple yes/no answers or brief comments. However, co-production requires deeper engagement. Practitioners need to move beyond transactional interactions and into meaningful conversations that explore the why behind people’s views, experiences, and emotions.
Co-production is underpinned by principles such as equality, diversity, mutual respect, and shared power. In Wales, these principles are embedded in frameworks like the Social Services and Well-being (Wales) Act 2014, which promotes voice and control for individuals in shaping services that affect them. Active listening is a key enabler of these principles—it helps shift the dynamic from “we ask, you answer” to “we listen, we learn, and we act together.”
Practically, this means:
- Creating safe and inclusive spaces where people feel heard and valued.
- Using open-ended questions that invite stories, reflections, and insights.
- Reflecting back what’s been said to show understanding and build trust.
- Being comfortable with silence, allowing people time to think and respond.
- Recognising lived experience as expertise, not just anecdotal input.
This approach works well in all settings, especially where people need to move from surface-level engagement to genuine dialogue. Whether you’re working with communities, people using services, or colleagues, active listening helps uncover the deeper layers of insight that are essential for co-production. It’s not just a technique—it’s a mindset that honours the principle that everyone has something valuable to contribute.
Why do people give one word answers?
One-word answers are often the product of closed questions, rushed interactions, or environments where people don’t feel safe or valued enough to share more. These responses can be useful for gathering quick data, but they rarely reveal the depth of people’s experiences or the reasons behind their views. In co-production, we’re not just collecting opinions—we’re building understanding, trust, and shared ownership.
How to move from one word answers to real conversations?
Our guide provides practical prompt questions, top tips, and proven approaches to help you move from surface-level responses to genuine dialogue. Explore the resource and discover how small shifts in your approach can unlock deeper insights.