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The power of strategic listening

Lewis, Laurie K.2019

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Summary

Listening is critical in today's organisations. As recent examples in the #MeToo era and numerous organisational failures and scandals illustrate, the consequences of poor listening in organisations can be significant, and in some cases, catastrophic. Listening is commonly described in terms of ethics, overlooking its strategic value. The book guides leaders and decision-makers to question the listening habits, practices, and infrastructure within their organisations. The author lays out an argument for the benefits and challenges of strategic listening. She also develops a method for internal analysis of listening capabilities and practices, and provides a framework for building and maintaining a more robust listening culture, infrastructure, and set of practices. In order to improve organisational listening, the author argues that we need to do more than improve personal listening skills, we need to design organisations to listen.