Communication, especially the art of listening, is an essential trait for WOW leaders. While I’ve written about this topic before, the practical application of the value of listening was recently brought to my attention—and I thought it was worth sharing.

A friend of mine called me after one of his employees sent a frantically-worded, frustration-laced email that tendered her resignation. Apparently she was quitting because of problems with a co-worker, and the boss was not only upset, but was torn about who was at fault in the situation. His first instinct, though, was “good riddance.”  After all, she didn’t ask for help, she quit. At this point, it would have been easy for the leader to wash his hands of the matter and move on. Instead, he sought my advice.

After talking about the situation, it became clear that there was more to the story than met the eye. I advised him that before he made a decision, he needed to gather the facts. The frustrated worker may have had cause for concern—and if so, he as the manager needed to intervene.  A plan was made for the young manager to meet with the disgruntled employee and get to the bottom of her abrupt departure. But instead of grilling her with question after question, I suggested he do little more than listen.

What he did: He sat down with her and opened up a line of communication. “Tell me why you’re resigning.” That’s all he said. She talked. He listened. He didn’t judge. He didn’t provide commentary or counter-points to what she was saying. He remained quite silent, speaking only to ask a clarifying question here and there. The goal was to understand, and to do that, true and active listening was the only solution.

What he discovered:  If her statements were true, the employee clearly had reasons for being upset. She had obviously hit the end of her rope and believed quitting was her only option. The boss thanked her and promised to investigate her complaints and concerns more directly. He conducted interviews with all involved parties, listened in the same manner, and soon had a new perspective.

What happened: The leader discovered a bullying situation that affected more than just the original resigning employee. The bully was dealt with and the “victimized” employee stayed on with a renewed energy and focus. She told her boss, “Until you called and met with me, I thought no one cared. I’m so glad you took the time to meet me and to listen.”

What was learned: Leaders aren’t always in the know about every detail, especially those involving group dynamics. Many things happen behind-the-scenes, with workers putting on their “best faces” when the boss is around. It’s important to keep an open mind and truly listen to employees and team members. Remember that communicating is about understanding, not just telling or talking too much. Be sure to listen objectively, and then investigate any claims or accusations closely to uncover the facts.

When employees feel they are being shut out and not heard, they often feel their only recourse is quitting. As a leader, if you value your employees and your business, you owe it to them and to yourself to keep the doors of communication open. When you’re viewed as someone who’s approachable and cares to listen and understand, you’ll be trusted, respected, and better equipped to resolve employee issues. And that, my friends, is WOW!

–Sheri Staak