Active Listening: Improve Your Ability to Listen and Lead, Second Edition, 2nd Edition
by Center for Creative Leadership
LEADING WITH ACTIVE LISTENING
Remember Maria, the leader who’s having trouble with several of her direct reports? With active listening skills and a chance to go back in time, her talk with Jim could go something like this:
MARIA (entering Jim’s office): Hi, Jim. Are we still good for that chat we’d scheduled?
JIM: Just one second (typing furiously to finish an email, then swiveling in his chair to face her). There. I’m ready.
MARIA (settling herself in an empty chair): Great. Thanks for taking a few minutes to talk to me—I really appreciate it. I’ve been sensing some tension among the members of the team, like something isn’t working as well as it should (Jim’s eyes take on a steely, almost guarded look), and I really wanted to get your perspective ...