Find a Time and Setting to Pay Attention

If you really want to be understood, the first thing you have to do is find a time and setting when both you and the other person can pay attention to each other. Maybe you can just walk over to their work area. But if their work area is the front desk or the front counter or the reception area, their attention rightfully belongs on the customer. They can’t give it to you. If they work where they have to take customer calls as they come in, even if they’re not on a call at the moment, they are listening for the phone, not to you. Even if they’re not on the front lines, they might have a deadline or a meeting or appointment to go to. You have to tell them how much time you think you need to talk to them and ask them if they can give it to you. Then you have to listen to the answer and be willing to change your plans accordingly.

Doing the Right Thing
and Achieving All Your Goals at the Same Time
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