Why listening is the most underrated skill in leadership

In the latest episode of our Change Makers series, Adam Evans, Director at Levick Stanley, sat down with Shula Kerr, Head of Projects at PPL, to talk about leadership, large-scale transformation, and why really listening matters more than most people realise.  

Shula brings more than 25 years’ experience across the music and telecoms industries, with a career spanning project delivery, programme leadership and people-led change. At PPL, she has played a central role in some of the organisation’s most complex transformation programmes, including major systems replacement, CRM implementation and enterprise-wide platform roll-out, some of which were delivered under difficult circumstances (Covid!).  

About PPL 

PPL is a UK music licensing organisation that works on behalf of performers and recording rights holders, ensuring they are paid when their recorded music is played in public or broadcast. With a strong focus on data, rights management and secure systems, PPL operates in an environment where change must be carefully planned, deeply collaborative, and well delivered. This context makes Shula’s perspective on change particularly valuable.  

What is covered?  

Change is only successful if people come with you: Throughout the conversation, Shula returns to the importance of relationships. Whether delivering transformation remotely during the Covid pandemic or leading long-running programmes, she emphasises the need to understand how change is landing with individuals, not just whether the milestones are being met.  

Listening, checking in and adapting the pace of delivery are what makes change stick.  

Confidence comes from doing, not waiting: Shula reflects on being asked to lead programmes she had never run before, including initiatives that replaced the core systems of PPL. Rather than waiting to feel ready, she learned by delivering – building confidence through experience rather than theory.  

It’s a reminds that growth in leadership often comes from stepping into discomfort, rather than avoiding it.  

Technology enables change, but people deliver it: From CRM platforms to collaboration tools, technology features heavily in the programmes Shula has led. But her focus remains consistent. Tools only work when people understand them and feel supported through the transition. 

Watch the full Change Makers episode on our YouTube channel, or explore the other conversations in the series.