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Chapter 12
Being Listened to and Understood
Earlier I noted that people in your organization are watching you, more carefully than you’d ever imagine, for signals about how they can please you. It is imperative, therefore, that you communicate your expectations clearly, consistently, and accurately to them. This communication occurs in two ways. The one we think about most often is verbal communication. The other, which receives much less attention but which is, in fact, much more powerful, is nonverbal communication.
Some of the greatest leaders and managers I’ve met really haven’t been all that smooth as verbal communicators. Some of us are gifted in that regard and others aren’t. And the good news is that it doesn’t make that much of a ...
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