Taking time to listen has a major benefit
Welcome to another Crisis Management Quotable! This time, our lesson is brought to us by a legendary judge, one who served as Chief Justice of the United States for 30+ years, The Honorable John Marshall. If you’re looking for someone qualified to deliver an opinion on how to exert influence, Marshall fits the bill. In fact, he was so influential during his tenure as Chief Justice that he was only once found on the losing side in a constitutional case!
“To listen well is as powerful a means of communication and influence as to talk well.” — John Marshall
A huge part of crisis management is getting your message across, but the mistake many make is to assume that simply because you say it (or blog it, YouTube it, etc.), people will listen. In fact, as Judge Marshall likely knew, oftentimes even the best of communications will fall on deaf ears until the owners of said ears feels you’ve heard their piece.
Next time you find yourself taking flak, instead of a mad rush to explain it away, take the time to actually listen to what your stakeholders are saying. Whether you monitor social media chatter, pick up the phone, or even fly a few of the most vocal out to speak in person, acknowledge that you’ve taken note of their complaints, and thank them for helping you to better serve their needs.
A very simple thing to do, but you would be amazed at how much more open minded people are once they know their voice has been heard. That’s the secret power of listening at work.
Social Media Manager