I lead a small Bible study with some friends of mine. Lately, I’ve been focusing on the many questions Jesus asked. This note isn’t a Bible lesson as much as it is a reminder of how essential questions are to effective communication. We are trained in school to answer questions. We get positive feedback when we are called upon and can give an answer. But through the years, I’ve learned that asking questions can be

Larry King was often called the “world’s greatest interviewer.” People watched and listened as he met with all the great newsmakers of the age and interviewed them. Here’s what King said about his effectiveness: “I never learned anything while I was talking.” Powerful, simple advice. I had a teacher, E. E. Jennings, pour it out this way: L/T = Listen/Talk – Jennings said listeners gathered information. To listen was to offer your cup to others and

Someone asked me the following question about addressing problems early before they grow: “What would you suggest a person do when they work for people who don’t listen to warnings? When this happens, I find it difficult to express concern when they overreact and almost put you in their crosshairs for speaking up.” Here’s how I answered: “The behavior of your manager is called ‘shooting the messenger.’ In ancient times, the story is told of

“A leader that won’t listen to others will eventually be surrounded by people that have nothing to say.” – Andy Stanley What’s the climate like at work? Communication ought to be constant, transparent, and courageous. The stage for those three things to happen is set by a leader who listens well. The best teams communicate constantly. Encouragement flows. Teaching and sharing are a mainstay. Total, constant communication means everyone takes their turn and fills the

There was a study of email behavior at a large company. The study determined that email behavior was a predictor of customer satisfaction. We all have customers. Some are paying customers, those that buy our products. Others are internal customers who count on us to help them complete their jobs. Here’s what the study found: Customers want a direct response. Delays because you’re doing research or asking someone else are undesired. They want answers. They

As a facilitator who has often led discussions about how we can improve, communication is always a targeted emphasis. No one has ever said communication is as good as it can be. Excellent communication is fueled by an organization where listening is prioritized. Teammates who value listening and practice it ensure a number of things: Where good listening is practiced, respect dominates. Good listening has respect at its foundation. Teammates who listen well demonstrate a

“If an emotion can’t change the condition or the situation you’re dealing with, it is likely an unhelpful emotion. Or, quite possibly, a destructive one.” – Ryan Holiday There is power in this observation. It isn’t an invitation to be unemotional. It’s not a good strategy to stifle all emotion. It is an opportunity to pause before expressing emotion. There are times I have been angry and expressed it as soon as I felt it.