4.3. Communicating by Listening
The power of asking...
If you preach the importance of customer satisfaction but always ask people about their production numbers, should you be surprised if they think you put production first and customer satisfaction second?
Leadership scholar and author Warren Bennis says his research proves that successful leaders tend to be askers of great questions. "They want to know what and why. And they are superb listeners, particularly to those who advocate new or different images of emerging reality. That's how they stay on the leading edge of change."
As UNUM's former CEO Jim Orr says, "[T]he ability to listen as a member of a team [and] the concepts of teamwork and collaboration are becoming more important. We ...
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