Speaking the language of the people around you can be a much more difficult task then you could imagine. Not everyone has the charisma to captivate an audience of 1-1000 with ease. That is why listening is one of the most important things you can do as a leader. All too often, leaders of today are so confident in the abilities that got them where they are that they expect those around them to mold to fit them.
Several companies have enlisted the help of external consultants and educators to attempt to "teach" people how to listen. Unfortunately, no amount of practicing asking questions and para-phrasing someone's comments can really teach someone how to "listen". Those drills are for Management 101. I thought about this while watching that reality show about Corporate CEO's that work a few days in the "trenches" to gain a different perspective. They gain an understanding of both their people and the way their company really operates.
In retail, that means truly understanding your role, and the expectations of and the effort required for every role you come in contact with. If you are a District Manager, that means knowing what it is like to handle heavy freight, price changes, increased sales, employee or customer conflicts, all the while ensuring that expectations in customer service and payroll are met. When approached by an employee attempting to resolve and issue, you are now armed with the tools to understand and be able to effectively listen and in turn, effectively coach.
How many times have you heard; "Well I have told Susie a few times, but nothing ever happens."? This is because Susie was not able to properly understand the position of the employee and did not realize there was an urgency to the information. Yes, paraphrasing will insure that you have taken something in the way it was meant, but is does not guarantee you now understand what to do with that information.
Several companies have enlisted the help of external consultants and educators to attempt to "teach" people how to listen. Unfortunately, no amount of practicing asking questions and para-phrasing someone's comments can really teach someone how to "listen". Those drills are for Management 101. I thought about this while watching that reality show about Corporate CEO's that work a few days in the "trenches" to gain a different perspective. They gain an understanding of both their people and the way their company really operates.
In retail, that means truly understanding your role, and the expectations of and the effort required for every role you come in contact with. If you are a District Manager, that means knowing what it is like to handle heavy freight, price changes, increased sales, employee or customer conflicts, all the while ensuring that expectations in customer service and payroll are met. When approached by an employee attempting to resolve and issue, you are now armed with the tools to understand and be able to effectively listen and in turn, effectively coach.
How many times have you heard; "Well I have told Susie a few times, but nothing ever happens."? This is because Susie was not able to properly understand the position of the employee and did not realize there was an urgency to the information. Yes, paraphrasing will insure that you have taken something in the way it was meant, but is does not guarantee you now understand what to do with that information.
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