20 Apr 2022
We were extremely fortunate to have renowned coach, facilitator and trainer Lizzie Palmer host our recent Agency seminar on Dynamic Listening. The most impactful communication isn’t about how persuasively you speak; it’s how you consciously and skilfully listen to clients, consumers, employees and each other. Here, Lizzie shares her top tips for great listening.
‘Seek first to understand, then to be understood.’ Steven Covey
These are wise words and often forgotten.
When I was a client, it was the agencies who listened to me, reflected and didn’t knee jerk a response who I worked with best and who ultimately came up with the better ideas and solutions.
I felt listened to, understood, not talked at, or sold to.
The people in those agencies weren’t ‘yes men or women’, just doing what I asked, or ploughing ahead with what they thought was right (because they were going to blunderbuss their solution through). They asked good questions, were prepared to be changed by what they heard and responded thoughtfully.
True listening is about acuity; looking at the overall person, hearing their words, yes. AND looking at their body language. Is everything in sync, or are they saying ‘yes’ when they really mean ‘no’? Looking out for and listening to body language tells us a lot.
Part of the act of listening is hearing what the person really cares about at a holistic, values level as well as the content.
This is level 4 of the levels of listening. Here are the levels:
Try and be changed by what you hear from the other person, assume good intent, and see if you can say “yes and” to the idea to build on it.
The most impactful communication isn’t about how persuasively you speak; it’s about how you consciously and skilfully listen to clients, consumers, employees and each other.
Lizzie Palmer started at O&M as an account handler. After 8 years and 4 agencies, the poacher turned gamekeeper. Previously Marketing Director of Capital Radio Discovery Channel and Director of Worldwide Brand Strategy, Development & Communications at Orange, Lizzie now facilitates, trains and coaches across the globe in areas such as storytelling in business, leadership, consultative selling, getting to vision and values and strategy and teambuilding. Her clients include ISBA, IPA, AND Digital, OVO, ONS, The Cotswold Company, CTO, The National Film and Television School, The Oxford Cultural Leaders Programme, CTO.