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What did you say?


"The prickly pears profile is most pleasant in the PM hours" , now that is the perfect phrase for the session this morning thought Influential Irene as she paraded (last one) around the office.  Avid Andy could not help but notice the smirk on Irene's face, not too different than that of the Chester Cat in Alice's Adventures in Wonderland.  Irene, your expression has me most intrigued, what thoughts are running around your head?  A smile filled Irene's face as she shared; "this morning during our weekly meeting with the office and field folks, I am going to play a little game that I haven't played since I was a child - operator".  You could see Andy grinning and moments later erupt in laughter as Irene shared the phrase that would be put to the test in the game.    NOTE:  before the ridiculous number of digital distractions, we made up  games that involved humans interacting directly with one another…crazy right?



Irene walked to the front of the 50 person training room and the packed room respectfully got very quiet.  For dramatic pause Irene stood there for what must have seemed like a lifetime to the audience, looked up and blurted out:  the prickly pears profile is most pleasant in the PM hours.  Would it be rude, thought Irene, if I pulled out my camera to capture their expressions?  Possibly a bit too far?   Okay, no picture but I have to see their faces again…so once more Irene announced the "p" packed phrase.  Curiosity replaced shock on the meeting attendees faces.  In her most deliberate voice Irene instructed the audience to break up into groups of five, one person starts and will whisper the phrase into the second persons ear, second person to the third, third to the fourth, fourth to the fifth where the phrase will be written down.  Each fifth person will then write down their phrase on the whiteboard for everyone to see.



The room became energized as the phrases were shared on the whiteboard, some giggling and a bit of embarrassment.  Once the last group had shared their phrase Chaotic Chris asked Irene, "this was fun, but exactly what is the point?"  Excellent question Chris, responded Irene.  Since we last met, several customers and prospects have informed us that many of our folks seem compelled to be right.  As a client describes their conditions, presents a complaint, or asks for advice, we may repeat to them what we heard, which is many instances is incorrect as proven here today, and then go on to disprove why our clients testimony is incorrect or irrelevant.  Solutions for our clients can only be found when we have sincerely put ourselves in their shoes.  Possibly your ego, insecurities - personal and professional, lack of experience or knowledge is filling your ears with wax.  Suddenly the rooms energy shifted from fun-filled to serious; "stop always having to be right, nobody gives a crap what you know" said Irene in a stern voice.  Your clients want to trust you, it is only then that you will be able to solve their problems, inserted Andy.  Listening is the only direct path to understanding, empathy, and providing real value to your clients.
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