91: How to Listen When Someone Is Venting, with Mark Goulston
Coaching for Leaders
Dave Stachowiak
4.8 • 1.6K Ratings
🗓️ 3 June 2013
⏱️ 35 minutes
🧾️ Download transcript
Summary
Mark Goulston: Real Influence
Check out Mark’s article on this same topic on the Harvard Business Review blog
Three three-step process that Mark recommended:
1. What are you most frustrated about?
2. What are you most angry about?
3. What are you really worried about?
Here are links to Mark’s books:
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Transcript
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| 0:00.0 | Imagine you get confronted by one of your best customers later today and they are |
| 0:05.1 | livid about something that your organization has done. Just livid. What would you do? |
| 0:11.8 | By the end of this show you'll know three steps to start with and how to use them. |
| 0:17.0 | This is Coaching for Leaders, episode number 91. |
| 0:21.0 | Produced by Innovate Learning, Maximizing Human Potential |
| 0:27.0 | Greetings to you from Orange County, California. |
| 0:33.0 | This is coaching for leaders, |
| 0:35.0 | and I'm your host Dave Stahoviac. |
| 0:38.0 | This is a weekly show to help people |
| 0:41.0 | be better leaders through improved communications, human relations, and personal |
| 0:46.8 | productivity. |
| 0:47.8 | And hey, speaking of personal productivity, one thing that I'm always looking for more time |
| 0:52.0 | to do is to spend more time reading off. |
| 0:55.3 | More hours in the day, that's probably what I would devote my time to, and it's challenging |
| 1:00.8 | when you have a little one at home to really get that time to read and so I have |
| 1:06.0 | found these days that I tend to spend my time reading on the publications that I know are going |
| 1:11.5 | to really be most valuable to me when I sit down and do have that time. |
| 1:15.6 | And one of them is the Harvard Business Review. |
| 1:18.1 | I've been a big fan of HBR for many years. |
| 1:20.8 | They have a great podcast as well and a wonderful magazine journal that is |
| 1:26.3 | published monthly and I also followed their blog online and I was doing some reading |
| 1:32.4 | this past week or two and came across an article called |
... |
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