I often hear candidates respond to questions about potential conflict with, “I listen carefully to what they have to say, because I want the person to feel heard.” That sounds caring and empathetic on the surface, but sadly the response usually ends right there.
Sometimes it sounds like the candidate is remembering a time when they felt a bit threatened or had training from the head of PR. In this case, they may finish with explaining/defending the policy with data, or offer to take it upstairs for review.
The goal for too many well-meaning people is to help employees, their customers, or the public “feel heard” when confronted but say or do as little as possible. They just wait for the moment to pass and carry on.
Problem is… what does the person on the other end of this conversation hear and see? Do they “feel heard” if nothing happens from telling their story?
- What do you do when someone brings a concern or complaint to you?
- Do you feel heard when someone listens to you your concern only to hear crickets afterward?
Life is a team sport. How do you help your team do more than “feel” heard?