Schematic illustration of Playback icon. The next BU we stumbled upon in our research on what makes great managers different is a behavior that is so subtle we nearly missed it. We even doubted its significance until we realized it had also been identified as one of the most important BUs for a wide range of professionals, including physicians, psychologists, salespeople, consultants, lawyers, pilots, and hostage negotiators. This powerhouse BU goes by many names. At LifeLabs Learning, we call it the “Playback.”

A Playback is a paraphrase of what you heard someone say. Why does it help you become a great manager faster? Take a look at the following conversation. We're now a few weeks into Mia's role as a manager, and Olivia is starting to open up about her challenges at work. Notice where Playbacks could have made it a better conversation:

At first Mia is proud ...

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