The shift in power and control implied in this example is quite profound. It can be a leap of faith for senior managers unfamiliar with idea of sharing power. This often means that organizations opt for a cascade approach even though it is slower and costlier because roles are much more familiar. And both approaches work. Ultimately, I believe choice depends on type of organization you wish to create.

I hope this gives you a useful perspective on this critical question as you shape future of your organization. My hope for you is that you create a place that allows maximum use of talent and creativity of people who are part of your work.

Screen out distractions: Imagine you and client, customer or buyer are in a tunnel alone and all you can hear is each other. Think only of message.

Limit your talking: You can't listen and speak at same time.

Listen for content: Listen to words. Don't respond to your stereotype of, or past history with, buyer. Stop judging style of delivery.

Prove that you listened: Once you believe client, customer or buyer has said everything, paraphrase what you heard. It confirms that what you are about to say responds to what they really said, and feel heard!