Scaling Up Business Podcast

When people are really upset, there is a simple way to turn things around and bring them back into the game. Deeper listening is the key to understanding what is going on behind the complaint.   The complaint itself is rarely the problem. More often it’s the personal value that they care deeply about that has been attacked or triggered. When a leader can identify the value that is behind the upset, they can diffuse the situation. Call the value out and give it a name to create a reset that then allows the upset person to get back into the game. This approach can make a powerful, immediate change that, often, people can’t even see or articulate themselves. But great leaders know how to highlight the values that mean so much and turn a complaint into an empowering conversation. Resources: 20,000 Scaleups Scaling Up Summits (Select Bill Gallagher as your coach during registration for a discount.) Bill on YouTube Recruiter.com Short List (use code scaleup) Scaling Up is the best-selling book by Verne Harnish