Listening Is the Resolution

“My objective during the call itself is to listen to the employee, not to resolve his problem. I find out what the facts are, get their side of the story, and take time to hear how they feel about it and why they feel the way they do. I think most managers and executives have a tendency to think they have to come up with a brilliant answer, Bing!, when what the caller really wants is simply to be heard. Being heard is liberating. It demonstrates to employees that they are not buried under layer after layer of bureaucracy. If an employee is concerned enough to bring a problem or issue to you, then you ought to listen. It's common courtesy and it's good for the business.”

“I always ask a caller if he has discussed the problem with his supervisor, department manager, and general manager. If he has not, I urge him to try that path first, knowing he's likely to get a full and fair hearing. Our managers will try their best to work out a solution. That's their nature. Besides, they know that if they won't listen to their employees' problems, I will.”