Thursday 1 October

Listen, Own, Act

Purpose - To focus on what managers, leaders and colleagues should do when someone speaks up.

Core message - Listening is more than hearing. When someone speaks up, take time to understand, acknowledge what they have raised, take appropriate ownership and explain what will happen next.

Supporting framework:

Listen. Acknowledge. Own. Act. Update.

This expands the proposed “listen to understand, own it and do it” concept into practical behaviours.

Staff action

• Explain what you are concerned about and what impact it is having.
• Say what support or outcome you are seeking, if you know.
• Ask what will happen next.
• Request an update or seek another route if you do not feel heard.

Staff should not be made responsible for investigating or resolving their own concern.

Manager and leader action - When someone speaks up:

1. Listen
   Give the person time and attention. Seek to understand rather than immediately explain, defend or solve.
2. Acknowledge
   Recognise that speaking up can be difficult. Thank the person for raising the matter without making promises about the eventual outcome.
3. Clarify
   Check what has happened, the impact, any immediate risk, what has already been tried and what the person needs.
4. Own
   Take responsibility for ensuring that the matter reaches the right person or process. Do not simply pass the individual from contact to contact.
5. Act
   Address immediate safety issues and seek appropriate support, advice or escalation.
6. Explain
   Tell the person what you can do, what you cannot do, whether information must be shared and what will happen next.
7. Record appropriately
   Maintain a proportionate evidence trail in line with the relevant process and information governance requirements.
8. Update and close the loop
   Confirm that the matter has been considered and provide an update where possible. If details cannot be disclosed, explain that confidentiality limits what can be shared.

Thursday 1^st October Key Messages and Activities:

1. Manager conversation prompt

Helpful phrases when someone speaks up to you

• “Thank you for telling me.”
• “I would like to understand what has happened.”
• “Is there any immediate risk that we need to address?”
• “What support would be helpful?”
• “Let me explain what I can do next.”
• “There may be limits to what I can share, but I will update you where I can.”

Phrases to avoid

• “That does not sound serious.”
• “You need to sort this out with them yourself.”
• “Why did you not raise this sooner?”
• “There is nothing I can do.”
• “If you make it formal, it will become a big issue.”
• “I cannot discuss it, so I cannot give you any update.”

3. Leadership reflection

Directors and senior leaders could be invited to consider:

• How do staff know that challenge is welcomed in my area?
• How do we acknowledge concerns?
• Who owns follow-up?
• How do we prevent people being passed between services?
• How do we know whether staff feel heard?
• What evidence shows that concerns have led to learning or action?

Published: 25/09/2026 13:38