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

by Mark Goulston

Action Step Select someone at work who’s resistant to cooperating with you and either makes excuses for not doing something or responds with a “Yes, but.” (Be sure the person is actually capable of doing the job and has enough time and resources to accomplish it.) 1. Say to the person: “I’ll bet you feel that there is no way you’re going to be able to do what it is that I’m asking you to do, isn’t that true?” If you’re on track the person will nod, and be puzzled and slightly disarmed by your understanding. 2. Follow that with: “And I’ll bet you’re hesitant to tell me straight out that you can’t get it done, isn’t that also true?” The person will probably nod in agreement or even say, “Yes” in response. 3. Finally say, “In fact you may be thinking that the only way to get that done would be to do ______ .” (Let the person fill in the blank.) 4. Then work with the person to make that solution a reality.