In this video, Tom Peters, who with Robert J. Waterman wrote "In Search of Excellence", challenges us about listening.
In it he uses the example of a doctor; a professional who spent many years in studying and encounters patients who may define their similar problems in different ways.
He challenges us to consider;
- What is the number 1 source of evidence about the patients problem?
- How long on average is it before the doctor interrupts the patient? with their opinion?
- How long does Tom reckon it is before a manager interrupts
- What is the single most strategic strength a business can have is?
- What is the #1 piece of training Tom would put in his MBA course?
For many years we've considered listening to be a really crucial part of Gemba, the lean technique of going to the place of work and observing; observing to us means seeing and listening.
Tom offers some great advice on listening.
To us, when added to observation, seeing and listening also means asking those three critical questions;
- What am I seeing/hearing that I expect to?
- What am I NOT seeing/hearing that I expect to? (What is missing?)
- What am I seeing/hearing that I WASN'T expecting to? (What has surprised me?)
If you liked this post then you might like our other posts on GEMBA