On Listening, Leadership, and Town Hall Meetings

Regardless of where you stand politically, how can you avoid scratching your head in dismay as you watch the news lately? The political debates and brawls on healthcare over the past few weeks reveal vast communication breakdown and a lack of leadership across the board amongst elected representatives. Their actions, in and out of Town Hall Meetings, seem intent upon inciting the angry crowds more so than stepping up as leaders and looking for a win-win solution to the healthcare issue.

These groups exhibit common symptoms displayed by every dysfunctional business team I have observed: competitive rather than cooperative cultures; anger and distrust; low productivity; high attrition rates; ineffective decision-making; and gossip has become the most informative form of communication.

With business teams, the best way to begin to resolve issues of dysfunction is to open the lines of communication with a sincere desire to listen. Sincere and open communication often leads to more commonality than difference. Seek first to understand.

Here’s a suggestion for the legislators: come to the meeting without a prepared script and sit down at the front of the room to simply LISTEN. Let the participants vent. Let them offer solutions. Let the constituents inform the process. They want to be heard and they need to believe they are important enough to hear. Thank the constituents for their input. Yes, they may be angry and personal. This is a personal issue.

Listening controls and contains the fire. Pontificating, insulting the messenger and defensiveness feed the flames. Listening shows compassion for all positions. Listening demonstrates leadership regardless of whether the leader is in politics or business.

Of course, decisions still need to be made and consequences faced for both sides. However, until a foundation of trust is built with simple listening, the results become a crapshoot for everyone involved.

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