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One of the most harmful things you as a leader can do to compromise good listening is to impose judgment on the person you are communicating with. And when you ask “why” somebody did something, one thing to bear in mind is that the word “why” often implies a judgment. Even if you don’t intend to do this, the word “why” is often used as a “Why did you do that?” and it has a snarky “Boy that was stupid” implication. Even if your intentions are innocent and you really just want to know why someone made a decision a certain way, the recipient of your question is likely to react defensively if you use the word “why” as a question.
Instead, try taking a slightly circuitous route and instead of saying “Well, why (did you do that)?” which implies “What are you dumb? That was a bad thing,” say something like “Tell me more about what made you choose that action.” This is a much less judgmental way of asking “Why?” and it encourages the recipient to open up and share their reasoning. Then, listen to what they have to say. Collect the facts.
Knowing how to identify the facts and separate them from interpretations and reactions is key to effective listening. Attend our webinar Lead by Listening and uncover the psychological secrets of great listening.
An expert in aligning goals and people to create thriving organizations, Mark leads one of the world’s largest studies on leadership and employee engagement.
Mark’s award-winning work has been featured numerous times in publications including The Wall St. Journal, Fortune, Forbes, Bloomberg BusinessWeek and the Washington Post. His media appearances include CBS News Sunday Morning, ABC’s 20/20, Fox Business News and NPR. Mark has lectured at Harvard Business School, Yale University, University of Rochester and University of Florida. Mark is the author of five books including the McGraw-Hill international bestsellers, Hundred Percenters: Challenge Your People to Give It Their All and They’ll Give You Even More and Hard Goals. Mark’s most recent book, Hiring for Attitude, reflects the team’s latest research and insight into how hiring decisions can align with engagement goals and culture characteristics.
Leadership IQ’s turnaround, culture change, and performance enhancement through employee engagement work has been recognized in a diverse set of industries including healthcare, financial services, energy, manufacturing, logistics, and hospitality. From his roots as a turnaround specialist, Mark created Leadership IQ to address problems in performance before they hit the bottom line.
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