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Just Listen by Keith Ferrazzi, Mark Goulston

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21

FILL IN THE BLANKS

Benefit: Move a person to the “willing to do” stage by making the person feel felt and understood.

To listen well is as powerful a means of communication and influence as to talk well.

—JOHN MARSHALL, CHIEF JUSTICE OF THE SUPREME COURT, 1801–1835

Kate is thinking about hiring me to stop the hemorrhaging of star players from her company in the aftermath of an ugly partnership split up. But she’s not sure she trusts me, and she’s not quite ready to bare her company’s flaws to a stranger.

After we say hello, Kate crosses her arms and waits for me to ask the questions every other consultant asks: “What results are you looking for?” “What’s your time frame?” “How much are you willing to spend?”

But I don’t. Instead, I say: ...

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