By Frank Kenna
J.W. Marriott was interviewed in the Sunday, May 26 NY Times. The entire interview is well worth reading from a manager’s perspective, but there was one quote in particular that I would like to share with you:
“The four most important words in the English language are, ‘What do you think?’ Listen to your people and learn.”
I like this because so often business communicators think of communication as a “me to them” process and ignore the return loop. Marriott makes the point that listening is actually more important. After all, it’s our employees who are on the front lines, have the most contact with customers and therefore the best field intelligence with which to make decisions.