By Bob Clark
July 29, 2010
Just Listen: Discover the Secret to Getting Through to Absolutely Anyone
By Mark Goulston
AMACOM, New York, NY
Sept. 2009, 256 pages, $24.95
Much has been written and said about listening skills. The new book by Mark Goulston adds to the ongoing discussion in a positive way.
Goulston is a clinical psychologist who has applied his listening skills and theories as a consultant, in training hostage negotiators, and as an executive coach. He delivers solid insight on how to improve any circumstance by carefully listening and using various types of questions to open an effective path of communication.
This book has real value for business leaders. It explains how to listen for cues and develop responses that reduce conflict and focus attention on important organizational goals. It is what Goulston calls the “Persuasion Cycle”, and its key elements are as follows:
“The focus, central tenet, and purpose of the book ‘the secret of getting through to absolutely anyone’ is that you get through to people by having them buy in.” The process is moving them:
• “From resisting to listening
• From listening to considering
• From considering to willing to do
• From willing to do to doing
• From doing to glad they did and continuing to do.”
Having set the stage, Goulston proceeds to offer guidance based on years of experience. His organization of the material is in two major sections:
• “The Nine Core Rules for Getting Through to Anyone”
• “12 Quick and Easy Way to Achieve Buy-In and Get Through”
Each chapter in these sections includes stories that clarify the ideas and approaches. For example, Goulston suggests inviting people to examine a problem by first thinking out loud about what would be impossible to do in addressing the matter. Having that open discussion helps move the participants to see what is possible and expends collective energy targeted on those actions.
An important attribute of the book is its focus on crafting questions intended to overcome resistance – moving through issues and emotions to arrive at good solutions. Experienced leaders will recognize the power of the approach and be able to apply the lessons quickly. New leaders will learn from the situations and suggested approaches discussed in the book.
All-in-all, it is a good read. In addition to the obvious business applications, Goulston’s ideas can be effectively applied in almost any human relationship.
Bob Clark is the president of RWC Consulting LLC and has more than 30 years’ experience in labor-management relations. He provides consulting help in labor relations and is an adjunct professor at Concordia University in Ann Arbor.