HBR Working Dads Collection (6 Books)

3

What Great Listeners Actually Do

by Jack Zenger and Joseph Folkman

Quick Takes

• Ask questions to promote discovery
• Create a safe environment to discuss issues openly
• Provide feedback in a way that opens up alternative paths
• Clear away distractions
• Listen with your eyes, too

Chances are you think you’re a good listener. People’s appraisal of their listening ability is much like their assessment of their driving skills in that the great bulk of adults think they’re above average.¹

In our experience, most people think good listening comes down to doing three things:

• Not talking when others are speaking
• Letting others know you’re listening through facial expressions and verbal sounds (“Mmm-hmm”)
• Being able to repeat what others have said, practically ...