SuperQuinn, a grocery chain and shopping mall operator
in Ireland, has built an empire based on Strategic Listening. The
CEO, Feargal Quinn, is known as Ireland's "Pope of Customer
Service". His organization dominates its markets, competing
against much bigger rivals.
As Quinn says: "My customers know more than I do. My employees
know more than I do. Neither my employees nor I can be creative
all of the time. What I knew yesterday is not enough for today.
I'm not responding fast enough for my customer." Listening
was the key to solving these problems.
This ability to listen in a penetrating, focused
way to your primary constituents allows you to practice what we
have coined as the Clarity Principle.
The components of this principle include
quality listening time, overcoming institutional
barriers, fostering mutual respect, and
creating management access. At the heart
of this principle is the realization
that all humans experience the world
through a set of filters and blocks that
shape how we perceive the world. Unless
you take the time to fully understand
others’ points-of-view, to their
satisfaction, then you are not really listening.
Many corporations, from IBM to Honda to Nordstrom, have
cited listening as a critical management skill. Many more make claims
to listening in advertising campaigns. Yet, despite its importance,
listening is often at the bottom of the hierarchy of communication
skills taught in the work place. Most people have more training
in reading, writing, and speaking than they do in listening—even
though studies show all of us spend far more time listening. (60%
of a typical manager's day is spent listening.)
HighGain® can help you tackle this
challenge. We have condensed online courses for quick improvement
hits along with one and two-day onsite programs, individual performance
improvement, and a Strategic Listening System.
To learn more click