More Important than a Strategic Plan

Tom Peters discusses a study regarding doctors done by Graupman in which he asks, what is the best source of information on a patient. The obvious answer is of course the patient. Then he asks, “How long is it before the doctor on average interrupts the patient before they start diagnosing? Shockingly, the answer is 18 seconds! The doctor fails to listen to the best source of information regarding a condition then gives their opinion on what to do! Tom Peters then states he is not stating this to disrespect the doctors, but to make the point that there are a lot of 18 second managers out there as well. In fact, he states that 7 out of 8 managers are probably 18 second managers.

What happens when an employee comes to a manager with information only to be shut down within a few seconds by the manager telling them what they need to do? Employees usually stop sharing information and become disengaged. People need to know their voice matters and when it does not, they quit communicating. Tom Peters said the single most important strategic strength of an organization is not a good strategic plan, but a commitment to strategic listening at all levels. Listen to your people, your customers, your vendors and each other, and you will be ahead of the game.

To improve your ability to listen:

  • Be present for the person: Make eye contact and focus on the points the person is trying to make
  • Minimize distractions: Put your cell phone down and unless it is an emergency do not interrupt the flow of conversation
  • Use minimal encouragers to show interest: Nod, or make audible indications that you are interested
  • Questions: Ask relevant questions to clarify
  • Underlying issues: Try to identify if there are underlying issues that need resolution
  • Suspend judgment: Wait until the person has finished to comment

Listening tends to develop positive relationships and helps to build trust and rapport. With a little effort, a manager can minimize miscommunication and help engage the employees. A win-win for both the organization and the individual.

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