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Getty Images Leader’s Self-Insight 9.2

Listening Self-Inventory

Go through the following questions, answering No or Yes 9. I notice the speaker’s “deliv-
next to each question. Mark each as truthfully as you can ery” style which may distract
in light of your behavior in the last few meetings or social me from the content. _______ _______
gatherings you attended. 10. I often ask people to clarify
what they have said rather
No Yes than guess at the meaning. _______ _______
1. I frequently attempt to listen
11. I make a concerted effort to
to several conversations at the
understand other people’s
same time. _______ _______
points of view. _______ _______
2. I like people to give me the
12. People feel that I have under-
facts and then let me make
stood their point of view even
my own interpretation. _______ _______
when we disagree. _______ _______
3. I sometimes pretend to pay
attention to people. _______ _______
Scoring and Interpretation
4. I pay attention to nonverbal The correct answers according to communication theory
communications. _______ _______ are as follows: No for questions 1, 2, 3, 5, 6, 7, 8, and 9.
5. I usually know what another Yes for questions 4, 10, 11, and 12.
person is going to say before If you missed only two or three questions, you
he or she says it. _______ _______ strongly approve of your own listening habits and you
are on the right track to becoming an effective listener
6. I usually respond immediately
in your role as a leader. If you missed four or five ques-
when someone has finished
tions, you have uncovered some doubts about your
talking. _______ _______
listening effectiveness, and your knowledge of how to
7. I evaluate what is being said
listen has some gaps. If you missed six or more ques-
while it is being said. _______ _______
tions, you probably are not satisfied with the way you
8. I usually formulate a response listen, and your followers and co-workers might feel that
while the other person is still you are not paying attention when they speak. Work on
talking. _______ _______ improving your active listening skills.

Being a good listener expands a leader’s role in the eyes of others and en-
hances the leader’s infl uence. Consider the example of Patrick Charmel, CEO of
Griffi n Hospital in Derby, Connecticut. When Charmel took the top job, he knew
that actively listening to employees and patients was key to helping the com-
munity hospital survive against larger, more aggressive competitors. Charmel
implemented virtually every requested change, including installing wooden
rather than steel handrails in hallways, banning fl uorescent bulbs in favor of
soft, indirect lighting, and adding cozy, home-style kitchens within easy access
of all patient rooms. In addition, every patient now takes part in a detailed “case
conference” with doctors, nurses, and other caregivers. They’re encouraged to
look at their medical charts and given detailed literature about their condition.
Employees throughout the hospital are authorized to make decisions and take
actions within their area of expertise based on the best interest of the patient. 25
By listening to the needs of patients and employees, and subsequently responding
to those needs, Charmel transformed Griffi n Hospital—as well as the relation-
ships between leaders and employees and between employees and patients. This

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