Decent leaders and managers know that listening is important to keeping their team engaged, spotting problems, picking up on trends, and gaining the insights and information needed for success. Listening skills featured in many of the training courses the Badger attended throughout his IT career, and the maxim ‘you have two ears and one mouth, and you should use them in that ratio because you learn more when you listen than when you talk’ has served him well over the years. The best bosses have listening as a core capability, but it cannot be assumed that every boss or person in a position of influence or power hears the key points in what they are told. Why? Because they’re human and often have ‘selective hearing’ and hidden motives.
Early in his career, the Badger’s boss asked him to covertly assess a dysfunctional, over-running project. Whatever the Badger reported back would, apparently, help the boss make difficult decisions on what next steps were in the company’s best overall interest. In the subsequent one-to-one meeting to convey the findings, the Badger summarised the project’s status and articulated three key recommendations. The boss listened closely, seemed appreciative, and said the input would be considered overnight and factored into their decision making. They asked to meet with the Badger again the following afternoon.
This follow-up meeting proved memorable. The boss seemed to have a completely different recollection of the previous day’s meeting! They gave the Badger a hard time, and the atmosphere became very tense when the boss claimed the Badger hadn’t made any recommendations the previous day! Horrified, the Badger briefly wondered if his boss was right, but quickly decided otherwise. The boss took a telephone call which ended the meeting prematurely. On returning to his desk, the Badger concluded that his boss either hadn’t really been listening in the first meeting or was prone to ‘selective hearing’.
Travelling home that evening, the Badger thought – uncharitably – that his boss had lost his marbles, was not quite the full shilling, or had become one sandwich short of a picnic. The next day, however, provided an answer – the Badger’s boss announced they were leaving the company! The boss knew they were departing all along, which made the problematic project someone else’s problem. Their hidden motive in dealings with the Badger was to simply to go through the motions of quasi-business as usual dynamics in order to heighten the surprise and impact of their imminent departure announcement.
The Badger learned an important lesson. In one-on-one meetings, the person you are talking to may have good listening skills, but always assume they will have some ‘selective hearing’ and a hidden motive. Appreciating this helps you to prepare and manage a discussion to get the outcome you want.