Boost Your Leadership Skills with the P.A.P.E.R Listening Framework

This week, our Business Manager Megan Hibbert stepped away from the day-to-day and into a fantastic EO Queensland Learning Event, led by the inspiring Eloise King from FutureCulture.com.au.

With expertise spanning journalism, psychotherapy, anthropology, and leadership coaching, Eloise shared powerful insights on what it truly means to listen.

Her P.A.P.E.R. framework breaks down active listening into five clear, practical steps that can transform communication and leadership:

The P.A.P.E.R. Framework: Mastering Active Listening for Real Impact

P — Pay Attention
True listening starts with focus. This means putting away distractions, making eye contact, and tuning in to both words and non-verbal cues. Without full attention, messages can be misunderstood or missed entirely.

A — Ask Open-Ended Questions
Encourage deeper conversation by asking questions that invite explanation, not just yes or no answers. This shows genuine curiosity and helps uncover insights that might otherwise be overlooked.

P — Paraphrase
Repeat back what you’ve heard in your own words to confirm understanding. This reassures the speaker they’ve been heard and helps clarify any confusion early.

E — Empathise
Connect emotionally by acknowledging and validating the speaker’s feelings. Empathy builds trust, making conversations more open and collaborative.

R — Recall
Remembering key points from previous conversations shows you value the relationship and keeps discussions consistent and productive over time.

Why P.A.P.E.R. Matters in Business

At B&C Plastics, we believe that growth comes from continuous learning and better communication. The P.A.P.E.R. framework isn’t just theory — it’s a practical tool for improving teamwork, client relationships, and leadership effectiveness.

Megan walked away from the event with fresh perspectives and a notebook full of actionable insights — ready to bring this powerful listening tool into our daily work.