I believe work itself is an experience. Managers should listen so staff can talk about those experiences (false starts, blind alleys, mundane processes, lessons learned, concerns, etc.) The focus here isn’t to fix or advise (unless it’s an emergency), but to let staff think out loud, and maybe even to talk outside the box.

Author of “Thank You for Listening”. Listening is the art and practice of putting someone else's speaking, thinking, and feelings needs ahead of your own.

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