I think of the practice of listening as one of the most powerful ways to accomplish more by doing less. So much time and effort is wasted when we act and assume, without really listening, or without really being heard.

When I first read the classic business book, In Search of Excellence, I was struck by the first value listed that distinguishes successful companies from other companies. This value was called “Close to the Customer.” Tom Peters and Robert Waterman described the importance of a business culture that is customer focused, that is driven by the needs of the people the company serves. When I read this chapter and the stories of how companies manifested this value, it was clear to me that the key activity, the key action that comprised this value was that of listening.

Try approaching “listening” as a practice. Just giving another person your full attention can be a valuable gift.

• If you want to know what your customers need, listen carefully to their needs.

• Talk less; listen more.

• Ask questions – how can I serve you?; what problems are you having that I can help with?; what keeps you up at night that my company can address?; how are we doing in serving you? Recognize that these needs are always changing. The need that a customer has today may be completely different from their need tomorrow.

• Realize that your “customers” might include your employees, those who report to you, and those who you report to. Your customers might include the mailman, the Federal Express Driver, and the person who brings coffee and water to your office.

• Listen to the sounds in your office, the voices, the hum of computers, the sounds from outside – the birds, the trucks, people talking. Just stop and listen. Use listening as a tool to come back to yourself, to center, relax and open.

• Listen to your heart beating. Listen to the sound of your breath, flowing in and flowing out. Yes, we all breathe at work!

• When in conversation, just listen fully, completely. If your own ideas or responses start to form, watch them come and watch them go; then return your attention to the person speaking. When the person stops, wait; allow a space before responding. Acknowledge that you've heard and understood what was said.