Just Listen: Discover the Secret to Getting Through to Absolutely Anyone

by Mark Goulston

CARMEN, TRYING TO FIND OUT WHY HER EMPLOYEE DEBBIE IS STALLING ON A CRUCIAL NEW PROJECT: Debbie, I’m sensing that you have some strong feelings about me asking you to take on this project. DEBBIE: Well … yes, I guess I do. CARMEN: I’m trying to get an idea of what you’re feeling, and I’m wondering if you’re feeling a little scared about trying something so new and different. Or maybe even a lot scared. Is that right? DEBBIE (STARTING TO VENT): I was afraid to say anything, but … you know I’m not an expert at graphics, and it’s so much to learn all at once. And it’s just so much pressure, and Johnny’s babysitter just quit so things are crazy at home, and … I’m just feeling overwhelmed, I guess. I know it’s a great opportunity, but I’m scared that I’ll blow it. CARMEN: I can see why that’s a whole lot to handle at once. I’m wondering what needs to happen to make this easier for you. Would it help if I ask Theo to give you a little training in using InDesign? He’s pretty good at it. DEBBIE: That would really help a lot. I’d feel a lot more confident if I didn’t need to figure everything out all by myself. CARMEN: Great. I’ll ask him. Is there anything else that would make taking on this project easier? DEBBIE, RELAXING AND STARTING TO THINK POSITIVELY ABOUT HER NEW ROLE: I’d like to get a little formal training in graphics and layout if you want me to do more projects like this. Do you think there’s some money for that in the budget?