No One's Listening

We were thinking some more about the communication challenges that our survey respondents are asking us about. In our last blog we wrote about the need to tell the hard truth. What else do we think you need to know to really communicate well?

A phone call yesterday from one of our CEO clients sparked an idea. We had just completed a strategic planning process for an organization that he had recently acquired. One of the executives of that acquired company had said something to the CEO that he thought was important for us to hear.

He told us that the executive every year for 20 years he had participated in strategic planning, but had never been listened to. The plan was determined by two executives with only a perfunctory attempt at gaining perspectives from the rest of the executive team.

This executive told the CEO that for first time ever he really felt a part of the planning process. Because of that her felt real ownership of the plan and was excited about implementing it. But, what he said next is the most important point. Because he felt that he was truly listened to, he was much better able to listen to others instead of merely fighting for his point of view.

As questions, be open to different points of view. Do not push your point of view too hard. If you want to be listened to, start by listening to others.

Team Leadership and Communications

We have received hundreds of responses to our recent online survey asking people about their leadership challenges. If you have not already completed the survey please click here http://www.surveymonkey.com/s.aspx?sm=Wp9FUFQbA6G3MLxZacyKug_3d_3d and tell us about your challenges. Your input will help us develop products and services to help you.

One of the most common challenges leaders have shared with us is communicating effectively. As I reviewed the survey results and saw this concern expressed over and over again I was reminded of a situation that happened to me when I was a very young consultant.

I was working on my first merger integration. Two large healthcare organizations were coming together. I had just completed a series of focus groups with front line staff. One of their biggest concerns was that they believed that senior management was lying to them about whether there would be any layoffs as a result of the merger.

I am sitting in the Board Room with all of the senior executives. I told them about the staff's concern. The executives looked at each other, but no one said anything for several seconds. Then the Chief Operating Officer said something that stunned me; "Of course we're lying to them. If we told them the truth they would cause us all sorts of problems!"

What happened next stunned me even more. Nothing happened next. No one said a word. They just moved on to the next topic. No one cared that leadership was lying to the staff. There were layoffs, of course. Once they started the staff lost all trust for management. The best people began to leave the organization. Within three years the merged company was out of business.

The communication lesson here is to tell the truth even when it is hard. If you tell the truth even when it is painful to hear people will begin to trust you. When people trust you they will listen to you. If they listen to you they will follow your leadership.

Team leadership requires trust. Build it by telling the hard truth.