The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood

Broadway (Oakland - USA): Berrett-Koehler Publishers Inc., 2023.

English

159 p.

978-1523003907

When employees, colleagues, and customers are not being heard, organizational culture, employee happiness, and overall organizational success will suffer. How well do you listen? Active listening is the doorway to increased belonging, loyalty, profitability, innovation, and so much more. It is the difference between thinking we understand what people want and knowing what they want. Want to build stronger relationships, avoid misunderstandings, and anticipate problems before they surface at work? All you have to do is listen. The Art of Active Listening introduces a 5-step framework that shows you how to listen successfully and act upon what you are hearing. Readers will discover how to: 1. Recognize the unsaid; 2. Seek to understand; 3. Decode; 4. Act; 5. Close the loop. Backed by her personal review of over 30,000 employee and customer surveys and facilitation of 100's of focus groups, Younger discovered one universal truth: We all want to be heard. We want our voices to matter. We want the work we do to matter. When we get this right - when we listen to our employees and customers and care about them not just for what they can do but for who they ARE - they can and will move mountains.

E-book kindle ed.
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KIN 188

eng

MON-129700