Page 97 - Becoming a Successful Manager

88 ESTABLISHING A SOLID DEPARTMENTAL FOUNDATION

notes exactly as they were written. And, while that is important, we
are looking for someone who sees beyond the notes as well. We are
looking for someone who will play the music.” Everyone understood
the decision instantly. Precision should not be mistaken for passion.

Listening Is More than Hearing

Effective listening is more complex and more important than ever
before. Experts used to say that, more than just the act of hearing,
true listening involves thinking and processing. With increases in
technology leading to fewer face-to-face meetings, listening may
now require reading, writing, hearing, watching, seeing, process-
ing, and questioning. As you read on, attach all of those actions to
the word listen.
How do tone and actions present a more accurate picture
than words alone can convey? Have you ever asked someone how
they are doing and he responds, “I am just fi ne,” yet his arms are
crossed and he is looking anywhere but at you. Or have you ever
received an e-mail written in ALL CAPITAL LETTERS? The
“I’m fi ne” example is a common one, and, intentional or not, an
e-mail written in all capital letters is usually interpreted as yelling.
So, tune in and listen; it’s worth it.
When you listen to your staff members, listen for the music,
not just the notes. Listen for the feelings, not just the facts. Listen
not only to what is said or written but also to the way it is said or
presented. Be careful, however, not to let differences in communi-
cation styles and tools skew or hide the true tone of the messages
you are receiving. In short, listen for context. Listen to the tone
of the words as well as to the words themselves. Then, make sure
you heard it right. Verifying tone is essential in maintaining trust
and effective communication.