Hearing Is Easy. Listening Is a Strategy.
There’s a big difference between hearing and listening. Hearing is a physiological function. Listening is a strategic act. It requires focus, curiosity, and the willingness to be changed by what you learn. And in stakeholder engagement, that difference matters—a lot.
Because engagement alone isn’t the goal. Connecting is. When stakeholders feel understood—and see their views taken into account—you build more than buy-in. You engender trust.
The most effective leaders follow a clear rhythm:
Ask.
Listen.
Plan.
Explain.
Deliver.
Anticipate.
In the commercial world, Amazon rules. Ever called customer service at Amazon? You get to a real person who solves your problem light years faster than you do at your bank or airline. It’s transformed how we order products—and married that with effective human touch when people want that. Who calls hoping to reach an automated answering system? The same people who wash their rental car. Which is to say, no one.
Like it or not, we can all learn a lot from Amazon. Especially now, when trust is brittle and attention is fractured, delivery is paramount. Listen deeply. Deliver quickly. And take the call when you’ve screwed up. Because it’s then that stakeholders are really paying attention to your leadership.