If you manage a staff, you need time set aside specifically for communicating with them. As I progressed through the levels of leadership in my career, one thing became incredibly clear. When I didn't take the time to listen up front to an employee, I would inevitably spend twice as much time later addressing the problem again.

My natural tendency was to make a quick assessment of a situation and provide solutions, then move on to the next. But this approach came back to bite me more than once and I came to realize that perhaps I hadn't gathered all the important data. After assessing this process, I developed a new problem- solving formula that I started to use with my team. 1. I took time to listen intently when a team member came to me with an issue. 2. I repeated what I heard back to the employee in my own words, confirming what was being said. 3. I asked a few clarifying questions and collected additional details to get the full picture.

Using this formula helped me pull back what I call "the shiny veneer" that employees usually start with. For some reason, many people tend to beat around the bush initially. It's almost as if they need to warm up before revealing a matter of concern. The combined skills of listening, clarifying, and questioning allowed me to drill deeper and get beneath the "shiny veneer" more quickly to discover what was really at the heart of the issue..

This up-front listening method proved to be invaluable. Previously my rushed solutions addressed only the surface level. However, the new process gave me tools to slow down, ask questions, gather facts, and consider multiple angles. It was worth the time investment because I frequently got to the root the first time around.

The practice doesn't require listening to someone rattle on and on. Instead, you can direct people to bottom line the story for you. Also, you can ask for permission to interrupt with a clarifying question. Here are some inquiries that keep the conversation focused: · How does this impact you? · What else do I need to know about this situation? · What's the bottom line? · What solutions do you have? · How can I help?

Not only will these skills help you resolve issues more effectively and efficiently, but there are other benefits as well. Employees will feel supported and heard. You will build trust and better relationships with your team. And, you will model the process which they can then use with their own teams, improving communication and solutions down the line as well.

Next time you feel you don't have time to listen to the whole story, remember that could very well be the short cut you need to keep things running smoothly. The benefits far out weigh the time investment and provide better solutions in the long run.

About the author: (Paul is the President of Action Business Advisors, LLC, an ACTIONCOACH Business Coaching practice located in Shelton, CT. To contact Paul, e-mail at paullavoie@actioncoach.com or call 203.954.0035.)

We have a team meeting every Monday morning to keep an open dialogue with our staff. We ask for concerns and anything that our staff sees that needs improvement in how we operate and service our customers. Multiple perspectives always yield good ideas and keep things fresh. Listening goes a long way to keeping staff morale and loyalty up.

THANKSGIVING HOLIDAY CLOSURE We will be closed Thursday and Friday in order to allow our staff to spend time with family and friends over this holiday weekend. As always, if you have an emergency, we have a technician available on-call to assist you. We at Pilothouse would like to wish all of you a safe, relaxing holiday.

Thank you for your continued business and trusting Pilothouse Communications with your vital business communications. We are here to be your business partner in all communications- voice/data/video security.

Sincerely,