I know what was said, but what was really communicated?  Too often, because of courtesy, culture, or for other reasons, one party doesn’t believe it’s appropriate (or more likely worth the risk) to share their true thoughts and opinions.  I sometimes wonder how much is gained or lost as a result.  Some of my favorite words of advice to young leaders and anyone in a customer facing role is “Listen for what was meant, not just what was said.”

Rob Marchalonis helps organizations improve their Leadership, Strategy, & Processes (LSP) so they can grow and prosper.  Connect with him at LSP123.com or IncentShare.com