The failure to listen and ask questions could be easily solved by posing three extraordinarily simple questions, yet these frequently go unasked. They are: What do you think? How do you feel? What can I/we do? These must be the three easiest questions in the world, yet only too often managers turn themselves inside out trying to ‘second-guess’ their staff, either ‘telling’ them without consultation or wondering what they want, yet failing to ask them or to explore what they think and feel. Those of us who are interested in emotional intelligence would argue that feeling is just as important as thinking.
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