The business owner or CEO is the inevitable recipient of problems, complaints, and suggestions. The tide of them can feel overwhelming. One client of mine took to hiding from his staff, and feeling vaguely picked upon, when staff members tried to come to him with ideas based on problems they?d encountered. That?s understandable ? and terrible. Problems are our best teachers, and ideas are how we innovate and serve clients better.? Your ideal outcome is NOT just to placate the complainer ? it?s to harvest the improvement hiding in that complaint, without creating new work for yourself. Here?s the three-stage ?Listen ? Redirect ? Empower? formula I teach to CEOs (and managers) on how to handle complaints and suggestions most effectively. First, be clear on your goal. Why are you listening? Without a why, this will be drudgery. Your goal might be, ?ensure the person is (and feels) heard, and [...]
Source: http://coxbusinessconsulting.com/2012/08/02/how-to-listen-to-complaints-as-a-ceo/
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