Overview

Improve communication, engagement, and culture with active listening. When employees, colleagues, and customers are not being heard, organizational culture, employee happiness, and overall organizational success will suffer. How well do you listen? Active listening is the doorway to increased belonging, loyalty, profitability, innovation, and so much more. It is the difference between thinking we understand what people want and knowing what they want. Want to build stronger relationships, avoid misunderstandings, and anticipate problems before they surface at work? All you have to do is listen. The Art of Active Listening introduces a 5-step framework that shows you how to listen successfully and act upon what you are hearing. Readers will discover how to: 1. Recognize the unsaid 2. Seek to understand 3. Decode 4. Act 5. Close the loop Backed by her personal review of over 30,000 employee and customer surveys and facilitation of 100's of focus groups, Younger discovered one universal truth: We all want to be heard. We want our voices to matter. We want the work we do to matter. When we get this right - when we listen to our employees and customers and care about them not just for what they can do but for who they ARE - they can and will move mountains. Using the tools provided in this book, you can implement active listening, regardless of whether you're in-person or virtual, that benefits all team members and customers, strengthens overall engagement, improves organizational culture and creates a space for everyone to have a voice. When those at work feel heard, they will do whatever it takes to achieve outcomes that serve your relationship and your organization.

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Heather R. Younger is a bestselling author, renowned keynote speaker, and one of the world's leading experts on workplace culture. As the visionary founder and CEO of Employee Fanatix, a preeminent employee -engagement and workplace culture consulting firm, Heather has reviewed over 30,000 surveys and facilitated over 100 -employee focus groups. Heather R. Younger is a bestselling author, renowned keynote speaker, and one of the world's leading experts on workplace culture. As the visionary founder and CEO of Employee Fanatix, a preeminent employee -engagement and workplace culture consulting firm, Heather has reviewed over 30,000 surveys and facilitated over 100 -employee focus groups. Heather R. Younger is a bestselling author, renowned keynote speaker, and one of the world's leading experts on workplace culture. As the visionary founder and CEO of Employee Fanatix, a preeminent employee -engagement and workplace culture consulting firm, Heather has reviewed over 30,000 surveys and facilitated over 100 -employee focus groups. Stephen M. R. Covey is cofounder and CEO of CoveyLink Worldwide. A sought-after speaker, author, and advisor on trust, leadership, ethics, and high performance, Covey speaks to distinguished audiences around the world. He is the author of Smart Trust, A Conversation on Trust, and The Speed of Trust. Covey currently serves on the board of several entities, including the Human Performance Institute--the leader in energy management technology--where he serves as Advisory Board Chairman. Stephen M. R. Covey is cofounder and CEO of CoveyLink Worldwide. A sought-after speaker, author, and advisor on trust, leadership, ethics, and high performance, Covey speaks to distinguished audiences around the world. He is the author of Smart Trust, A Conversation on Trust, and The Speed of Trust. Covey currently serves on the board of several entities, including the Human Performance Institute--the leader in energy management technology--where he serves as Advisory Board Chairman.

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