Strategic Listening

In Lean in Practice
August 11, 2010
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According to Tom, “the single most significant strategic strength that an organization can have is not a good strategic plan, but a commitment to strategic listening on the part of every member of the organization: strategic listening to frontline employees, strategic listening to vendors, to customers.”

Tom has created a great interlude about why strategic listening is necessary but what does this mean and how do we listen in this way.

Communication occurs on one to as many as four different levels at any given time:

    1. Facts
    2. Meaning
    3. Feelings
    4. Intention

For example, “The house is burning” is a simple, straight-forward statement. But those four words — depending on how they are said — may mean:

   · “A residential structure is being consumed by flames.” (Facts)
   · “The house we’re in is on fire.” (Meaning)
   · “Ahhhh!!!!” (Feelings)
   · “Run for your life.” (Intention)

Maybe we are not listening but perhaps we don’t understand how to listen so we hear the complete communication at all levels. Strategic listening allows you to hear the various messages people are communicating.

Level 1 The Facts

People want to:           Convey information.
Our task is to:             Listen for details and clarify.
We need to ask:          “Who? What? Where? When? Why?
                                    How?”
Our goal is to:             Picture the situation as the person is
                                    describing it.

Level 2 Meaning
People want to:           Make themselves understood.
Our task is to:             Listen for the big picture; summarize and
                                    paraphrase.
We need to ask:          “Am I understanding you correctly?”
                                    “Is this what you’re getting at?”
Our goal is to:             Understand what the person means —
                                    and make the other person feel
                                    understood.

Level 3 Feelings
People want to:           Connect on an emotional level.
Our task is to:             Listen with empathy; pay attention to
                                    body language and tone of voice.
We need to ask:          “How does this make you feel?”
                                    “It sounds to me like you’re feeling…”
Our goal is to:             Recognize how the person is feeling —
                                    and make the other person feel
                                    connected.

Level 4 Intention
People want to:           Get their needs met.
Our task is to:             Listen for wants and needs; focus on
                                    solutions, action steps, and outcomes.
We need to ask:          “What do you want to have happen?”
                                    “What would help you in this situation?”
                                    “What can you/we do about it?”
Our goal is to:             Know what the person wants to achieve.

By understanding what people want to say, what we are to do, and what follow-up questions to ask we can accomplish the goal of hearing the complete message. Whether you are a team leader or a team member listening is a significant part of your role. Don’t be an eighteen-second manager. Take the time to listen strategically to employees, vendors, and customers.

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