How do I handle a complaint?
How do I read between the lines?
How can I tell if someone is literal versus figurative?
What different behavior might I choose when talking with someone who is indirect versus direct?
How am I inadvertently shutting down the conversation?
It is not what you say, it is how you listen, that matters most. And yet, most of us work very hard crafting our message and spend precious little time working on the skill of listening.
In counseling sessions, as well as when I am mentoring/coaching someone, we practice listening. Deep listening, listening to what is not said, listening to things that others miss... We practice clarifying and validating and then I ask people to try it in the "real world."
When they really have it, the feedback they get is amazing and the loyalty from family/customers makes them continue doing it.
May you be an awesome listener!
Oh, and if you would like me to come to your organization and train your management staff how to better listen, I would welcome the challenge. I do a ton of training and this one pays wonderful dividends every single time. 585.802.1273