This episode of Deep Listening Impact Beyond Words explores the art of listening in diplomatic cross-cultural meetings, drawing insights from British Foreign Secretary James Cleverly's discussion with Cindy Yu on The Spectator's Chinese Whisper Podcast.

Key takeaways:

• Focus on non-verbal cues: Ambassador Cleverly emphasizes that what people don't say, their body language, note-taking, and response delays are often more revealing than their spoken words. This applies not just to high-stakes diplomacy but also to everyday workplace meetings.
• Team listening: Effective listening involves individual attentiveness and collaboration within your team.  
• The power of silence: Pay attention to pauses in the conversation. Their length, frequency, and placement can signal reflection, emphasis, cultural differences, or the weight of potential responses.
• Longitudinal listening: Notice subtle changes in language, body language, and overall tone over time during extended negotiations or repeated meetings.

Actionable insights:

• Reflect on your listening habits: How much attention do you pay to non-verbal cues?  
• Practice team listening: Discuss group observations and interpretations after meetings to gain a more comprehensive understanding.
• Refine your pause awareness: Observe how others use pauses and experiment with your own pausing to enhance meaning and impact.

By applying these insights from diplomatic listening to your own workplace interactions, you can improve communication, build trust, and navigate complex situations more effectively.

Additional Resources 

"Does China Care What Britain Thinks?" from The Spectator's Chinese Whisper Podcast hosted by Cindy Yu.

"Ambassadors: Thinking About Diplomacy From Machiavelli To Modern Times" by Robert Cooper.

Nicole Lowenbraun and Maegan Stephens, authors of the book "Adaptive Listening: How to Cultivate Trust and Traction at Work," explain the impact of adapting your listening in the a corporate workplace.

They introduce the SAID listening model, which stands for Support, Advance, Immerse, and Discern, each representing a specific listening style and goal. They emphasize that everyone has a unique listening style and good intentions but may not always meet the speaker's needs.

Nicole, a content director, and executive speaker coach, highlights the necessity of adapting your listening style based on the speaker's requirements. Maegan, a senior director of communication services, shares her experiences in coaching executives and the challenges of listening and providing feedback tailored to executive leaders.

They delve into their three-year journey of writing the book, emphasizing the need for detailed, actionable steps and memorable models for effective communication.

They discuss the complexities of discernment in the workplace and offer insights into guiding others to listen effectively and seek the right type of listening in different situations.

S A I D

Support

Advance

Immerse

Discern

As a bonus, listen to Nicole, Maegan, and Oscar debrief on the process of listening during the recording of this discussion.

Authenticx CEO and Founder, Amy Brown, discusses the power of listening at scale in the contact center industry. She shares her personal experiences and how they shaped her understanding of the importance of listening to patients and customers.

Brown emphasizes the need for organizations to listen to the authentic voice of the customer in order to drive positive healthcare outcomes. She also highlights the barriers to effectively utilizing conversational data and the ethical considerations of AI technology.

Brown provides insights into how Authenticx's platform helps organizations unlock valuable insights and drive innovation through listening. She concludes by offering three key questions that organizations should ask when evaluating suppliers of systems for listening at scale.

Amy Bown   

Authenticx  

Authenticx's Eddy Effect

how to listen – the most comprehensive book about listening in the workplace – visual edition – print & digital version

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