- Think back over your interactions with others during the past week, both at work and at home. Think of a time when you did or didn’t Listen First. What were the results? What would have been the results if you had behaved differently?
Of course, withdrawals. See, this is very important, especially in the world of business. When handling a client, it’s important to know that “they’re always correct.”
Recently I was watching a YouTube series of Heathrow Airport and they featured a man on Singapore Airlines who said, “no matter what, the passenger is always right.” Yes, even if they’re wrong. Remember the technique I gave you a long time ago involving Dale Carnegie and how he handled belligerent wood buyers? Ask the right questions and then make the other personal realize, indirectly, that they’re wrong. It takes strong personal skills to achieve such a feat though.
Nonetheless, if you just listen instead of voicing your opinion, the matter can be handled. Yes, when dealing with First Class and Business Class passengers, these entitled brats would still not say “thank you” and talk about their personal feelings. It’s insanity, and thus why I can’t work for anyone who has these types of individuals.
- The next time you’re in a conversation, stop and ask yourself, Have I really listened to this other person? Do I really understand how he or she feels? If not, simply stop and do it. Set your own agenda aside and really focus on understanding the other person’s point of view before you share your own.
I’ve gotten FAR BETTER at this! This past Tuesday, I nailed it. When dealing with an investment client and a few other employees from Agoda. I listened….for the very first time, and it felt damn good! I didn’t want to impose my agenda and opinions no subjects, but rather asked the right follow-up questions afterwards.
- In your company, take proactive steps to understand your stakeholders — both internal and external. Don’t get caught up in the illusion that you know everything or have all the right answers. Consider what you can do to ensure others that you are listening to them and making an effort to meet their concerns and needs.
And this is the ultimate one of humanity. Please, don’t always assume that you’re correct and know everything. This type of broken leadership is why companies completely fall apart — often overnight.