1.5 - About University

H OW TO USE THIS LEADERSHIP TOOL“If you think communication is all talk, you haven’t been listening.”—Ashleigh BrilliantConsider this example: You’re leading a group of technical specialists. Although all are expertsin their area, they have not had much direct experience with the organization’s customers. Yetincreasingly, they are being asked to work directly with customers. A crucial element of theirsuccess will be their ability to listen to the customer before suggesting solutions. This tool willhelp them develop their listening skills, resulting in more successful customer contact.WEB WORKSHEETChoose a couple of situations in which you or those you lead will be asked to listen deeply(e.g., in working with customers, within the workgroup, with a senior manager on an importantproject). Use the workspace provided to develop typical lead-in questions that will helpensure effective communication in these situations.Typical listening situation Best technique Typical lead-in that you might useCopyright McGraw-Hill 2000. Original purchasers of this book are permitted to photocopy or customize this worksheet by downloading it fromwww.books.mcgraw-hill.com/training/download. The document can then be opened, edited, and printed using Microsoft Word or other word processingsoftware.SECTION 8 TOOLS FOR COMMUNICATION 255