How often are we in situations where what we want and what others want are not aligned? We make assumptions daily, mostly about other people. These assumptions enable us to take shortcuts, and at the same time, they cause disagreement that perhaps wasn’t there to begin with.
- We assume a person attended or didn’t attend an event because…
- We assume a person responded to us a certain way because…
- We assume a person took action or didn’t take action because…
What if, instead of assuming, we paused and asked:
- What is the reason you made this choice or took this action?
- When your customer complains about “service,” do you probe to understand what is really going on?
- As the TSA reminds us when we see something, do we say something?
- When an employee behaves a certain way, do we ask what is really going on?
The initial results of my Pivot are excellent. I feel I have much greater clarity regarding the next 3-5 years.. 