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Listening: The Most Underrated Business Skill - Episode 23 · Profit and Principle

• 0:00
  SPEAKER_00: Think about the last meeting you were in where someone talked too much.
• 0:05
  SPEAKER_00: Not the loudest person in the room, not the one who was rude or disruptive, just the one who talked more than they listened.
• 0:14
  SPEAKER_00: You know, the one who used the conversation primarily as a vehicle for their own thinking, rather than as a channel for taking in anyone else's opinion.
• 0:25
  SPEAKER_00: You probably have a specific person in mind.
• 0:29
  SPEAKER_00: And you probably also know this.
• 0:31
  SPEAKER_00: Whatever that person's title is, whatever their track record, the people in that room trust them a little less because of that pattern.
• 0:42
  SPEAKER_00: They've learned that talking to this person is largely a one-way transaction.
• 0:48
  SPEAKER_00: Now flip that question.
• 0:51
  SPEAKER_00: Think about the leader you trusted to actually hear you when you brought them a problem.
• 0:57
  SPEAKER_00: The one who asked follow-up questions before offering a solution.
• 1:01
  SPEAKER_00: The one who made you feel when you left the conversation that you had been genuinely understood.
• 1:08
  SPEAKER_00: That leader probably wasn't more experienced or more intelligent than the talker in the first example.
• 1:14
  SPEAKER_00: They were more disciplined about a specific skill that most leaders drastically underinvest in.
• 1:22
  SPEAKER_00: That is listening.
• 1:24
  SPEAKER_00: Not as a passive activity, but as a practiced, intentional and demanding discipline.
• 1:36
  SPEAKER_00: We are three episodes into the communication block, and we talked about the weight of your words and the courage required to deliver hard feedback.
• 1:46
  SPEAKER_00: This episode is about the half of communication that leaders almost universally neglect, the receiving end.
• 1:54
  SPEAKER_00: What scripture says about listening and what the business case for it turns out to be will probably surprise you.
• 2:02
  SPEAKER_00: You'll walk away with a clear picture of what genuine listening actually requires, what three passages teach about it, and two specific practices to build it.
• 2:13
  SPEAKER_00: Here's the listening problem most leaders have, and it's subtler than you might think.
• 2:19
  SPEAKER_00: The obvious version is the leader who interrupts, the one who finishes other people's sentences, you know the one who checks their phones in one-on-ones, the one who clearly has the answer before the person is done talking.
• 2:35
  SPEAKER_00: That's visible and correctable.
• 2:38
  SPEAKER_00: The subtler version is the leader who appears to listen, who is quiet while others speak, who maintains eye contact, the one who nods at appropriate moments, but is actually spending that time formulating their response.
• 2:55
  SPEAKER_00: They're not taking in what's being said.
• 2:57
  SPEAKER_00: They're waiting for their turn.
• 3:00
  SPEAKER_00: The other person can usually feel the difference even when they can't name it.
• 3:05
  SPEAKER_00: Both versions cost something real.
• 3:08
  SPEAKER_00: Research on leadership effectiveness consistently shows that listening quality is one of the strongest predictors of team trust, employee engagement, and the early identification of problems.
• 3:22
  SPEAKER_00: Let me be specific about why.
• 3:25
  SPEAKER_00: Leaders who listen well catch problems earlier.
• 3:29
  SPEAKER_00: The person on the front line of an operation almost always knows something is going wrong before the data shows it.
• 3:36
  SPEAKER_00: If they trust that their leader will actually hear them when they raise it, rather than immediately pivoting to solutions or dismissing the concern, they'll say something early.
• 3:47
  SPEAKER_00: If they've learned that raising concerns doesn't produce genuine engagement, they'll wait until they have to.
• 3:53
  SPEAKER_00: By then, the problem is usually harder and more expensive to fix.
• 3:58
  SPEAKER_00: Leaders who listen well generate better ideas.
• 4:03
  SPEAKER_00: Not because they're more creative, but because they're drawing from a larger pool.
• 4:09
  SPEAKER_00: The manager who dominates every conversation is working from one information set, their own.
• 4:17
  SPEAKER_00: The manager who listens well is working from 10 or 20 or 50.
• 4:21
  SPEAKER_00: The best solution in the room is rarely the one the leader walked in with.
• 4:26
  SPEAKER_00: And leaders who listen well build deeper trust, the kind that holds together when the pressure is on.
• 4:35
  SPEAKER_00: People follow leaders they genuinely believe understand their situation.
• 4:40
  SPEAKER_00: You cannot understand someone's situation if you're not listening to them.
• 4:45
  SPEAKER_00: It is that direct.
• 4:48
  SPEAKER_00: This is not a soft skill.
• 4:50
  SPEAKER_00: It's a strategic capability that most leaders have decided, usually without realizing it, that they don't need to develop.
• 4:59
  SPEAKER_00: Scripture has something pointed to say about that decision.
• 5:04
  SPEAKER_00: Let's first look at James 1 19.
• 5:08
  SPEAKER_00: And James writes this Know this, my beloved brothers, let every person be quick to hear, slow to speak, slow to anger.
• 5:18
  SPEAKER_00: James opens this instruction with a phrase that signals wait.
• 5:22
  SPEAKER_00: He says, Know this.
• 5:25
  SPEAKER_00: It's an imperative.
• 5:27
  SPEAKER_00: It's a command dressed as a reminder.
• 5:30
  SPEAKER_00: The sequence he gives is deliberate, quick to hear, slow to speak, slow to anger.
• 5:38
  SPEAKER_00: Listening comes first, and speaking comes second.
• 5:42
  SPEAKER_00: And the anger that derails both, the reactive, defensive, preemptive anger that shuts down real communication comes last, and even then it's barely there.
• 5:54
  SPEAKER_00: The Greek word translated quick means something that's immediate or without delay.
• 6:01
  SPEAKER_00: James is not describing a general disposition toward openness.
• 6:06
  SPEAKER_00: He is describing an active, prompt movement toward hearing.
• 6:11
  SPEAKER_00: The same urgency the reactive person brings to speaking is what James says should characterize listening.
• 6:19
  SPEAKER_00: Be fast to get there.
• 6:21
  SPEAKER_00: Move toward it before you move toward anything else.
• 6:25
  SPEAKER_00: And slow to speak is not a command to be passive or withholding.
• 6:29
  SPEAKER_00: James wrote letters.
• 6:31
  SPEAKER_00: He gave instructions.
• 6:33
  SPEAKER_00: He was not describing a leader who says nothing.
• 6:37
  SPEAKER_00: He's describing a leader who has developed a discipline to let hearing precede speaking, who does not treat conversation as a delivery mechanism for their own conclusions, but as a channel for genuinely taking in what the other person has to say before deciding what to say back.
• 6:56
  SPEAKER_00: For the business leader, this is a sequencing instruction.
• 7:00
  SPEAKER_00: Hear first, speak second.
• 7:03
  SPEAKER_00: The order is not incidental, it is the discipline.
• 7:08
  SPEAKER_00: Let's take a look now at Proverbs 18, verse 13.
• 7:12
  SPEAKER_00: And Solomon writes this if one gives an answer before he hears it, it is his folly and shame.
• 7:20
  SPEAKER_00: Solomon is rarely this blunt.
• 7:23
  SPEAKER_00: Two words, folly and shame.
• 7:26
  SPEAKER_00: The Hebrew word for folly is the word used throughout Proverbs for the kind of foolishness that produces visible consequential damage.
• 7:37
  SPEAKER_00: This is not a minor lapse.
• 7:39
  SPEAKER_00: He's not talking about a forgivable error of judgment.
• 7:43
  SPEAKER_00: It's a pattern that marks a person as unwise and leads to outcomes that cannot be easily undone.
• 7:51
  SPEAKER_00: And the word shame describes the social and relational consequences of that folly.
• 7:59
  SPEAKER_00: You are seen as someone who didn't know what they were talking about because they didn't wait to find out.
• 8:06
  SPEAKER_00: The leader who responds before they've understood the situation, the one who corrects before they've listened, the one who decides before they've heard, the one who moves before they've gathered, well, that leader will eventually be exposed by the gap between their confidence and their actual understanding.
• 8:26
  SPEAKER_00: This proverb lands differently in a business context than in a personal one, because in business, the stakes of a premature response are visible and often expensive.
• 8:37
  SPEAKER_00: The executive who restructures a department based on incomplete information.
• 8:43
  SPEAKER_00: The manager who disciplines an employee before hearing the full account.
• 8:48
  SPEAKER_00: The negotiator who commits to a position before understanding what the other party actually needs.
• 8:55
  SPEAKER_00: Solomon says these are just not mistakes.
• 8:58
  SPEAKER_00: They are the characteristic failure of a specific kind of foolishness.
• 9:03
  SPEAKER_00: The cure is simple and available.
• 9:06
  SPEAKER_00: Hear before you answer.
• 9:09
  SPEAKER_00: Next, let's take a look at Proverbs chapter 1, verse 5.
• 9:14
  SPEAKER_00: Okay, so again, Solomon is writing this and he says, Let the wise hear and increase in learning, and the one who understands obtain guidance.
• 9:25
  SPEAKER_00: This verse appears in the very opening of the book of Proverbs.
• 9:29
  SPEAKER_00: It's in Solomon's statement of purpose for the entire book.
• 9:34
  SPEAKER_00: He is telling us who the book is for and who will benefit from it.
• 9:39
  SPEAKER_00: And the first characteristic of the person who benefits is not intelligence, it's not experience, it's not talent, it is this.
• 9:51
  SPEAKER_00: The Hebrew verb is the same word used throughout the Old Testament for the kind of hearing that leads to obedience and action.
• 10:00
  SPEAKER_00: It is not passive reception.
• 10:03
  SPEAKER_00: It is engaged, responsive listening that changes something.
• 10:08
  SPEAKER_00: And Solomon says this is the mark of the wise person.
• 10:12
  SPEAKER_00: They hear and they increase.
• 10:15
  SPEAKER_00: They add to what they know.
• 10:17
  SPEAKER_00: They don't arrive at conversations already full, they arrive as learners.
• 10:24
  SPEAKER_00: The contrast implied by this verse is what makes it useful for the business leader.
• 10:30
  SPEAKER_00: The person who does not hear does not increase.
• 10:33
  SPEAKER_00: The experienced leader who has stopped listening, the one who arrives at every conversation with their conclusions preformed, that person is not growing.
• 10:43
  SPEAKER_00: Their experience is a ceiling rather than a foundation.
• 10:47
  SPEAKER_00: The wise person, by contrast, treats every conversation as a potential source of guidance.
• 10:54
  SPEAKER_00: The Hebrew word translated learning, it means to acquire or to take in.
• 11:01
  SPEAKER_00: Wisdom, Solomon is saying, is built by accumulation, and accumulation requires listening.
• 11:09
  SPEAKER_00: I want to give you a contrast between two leaders in the same situation.
• 11:14
  SPEAKER_00: A company has been losing a mid-tier client segment for about two quarters.
• 11:19
  SPEAKER_00: The numbers are clear.
• 11:21
  SPEAKER_00: The reason is not.
• 11:23
  SPEAKER_00: The CEO calls a strategy session.
• 11:27
  SPEAKER_00: The first CEO walks in with a hypothesis.
• 11:30
  SPEAKER_00: He's been in the industry for 20 years.
• 11:33
  SPEAKER_00: He thinks he knows what's happening.
• 11:35
  SPEAKER_00: A competitor has undercut on price.
• 11:38
  SPEAKER_00: And this CEO is ready to discuss the response.
• 11:42
  SPEAKER_00: When his head of sales starts describing a pattern she's been hearing from clients directly, something about responsiveness and follow-through, not price, he hears it as a supporting detail rather than a corrective.
• 11:57
  SPEAKER_00: He leaves the meeting having confirmed what he already believed.
• 12:01
  SPEAKER_00: The response he authorizes addresses the wrong problem, and the client losses continue.
• 12:07
  SPEAKER_00: The second CEO walks in with the question, What are you hearing from the clients we've lost?
• 12:14
  SPEAKER_00: She doesn't offer a hypothesis.
• 12:16
  SPEAKER_00: She asks follow-up questions.
• 12:19
  SPEAKER_00: She pushes the sales head to go deeper.
• 12:21
  SPEAKER_00: She asks the account manager who had the most direct contact what she actually said to the departing clients.
• 12:29
  SPEAKER_00: What emerges is a picture she hadn't anticipated.
• 12:33
  SPEAKER_00: The issue is the gap in their onboarding process that nobody at the executive level had visibility into because nobody asked.
• 12:43
  SPEAKER_00: The response she authorizes addresses that gap.
• 12:46
  SPEAKER_00: The losses stop within a quarter.
• 12:50
  SPEAKER_00: Same industry, same data, but completely different outcomes, because one leader arrived with a conclusion and one arrived with a question.
• 13:02
  SPEAKER_00: Proverbs 1813 is the story of the first CEO.
• 13:07
  SPEAKER_00: Proverbs 1-5 is the story of the second.
• 13:12
  SPEAKER_00: So how do we apply this?
• 13:14
  SPEAKER_00: Two things for you.
• 13:16
  SPEAKER_00: Number one, identify your default pattern and high-stakes conversations and interrupt it once this week.
• 13:24
  SPEAKER_00: Most leaders have a listening tell.
• 13:27
  SPEAKER_00: The thing that they do that signals they stopped listening and has started formulating.
• 13:32
  SPEAKER_00: For some, it's interrupting.
• 13:35
  SPEAKER_00: For some, it is the pivot to solutions before the other person has finished describing the problem.
• 13:42
  SPEAKER_00: For some, it's the affirmative sounds, right, right, right, that indicate they've already categorized what they're hearing and moved on.
• 13:52
  SPEAKER_00: Identify yours.
• 13:54
  SPEAKER_00: Then in one conversation this week, pick a consequential one and interrupt that pattern.
• 14:02
  SPEAKER_00: When you feel the pull to respond, ask a follow-up question instead.
• 14:07
  SPEAKER_00: Not a rhetorical one, a genuine one.
• 14:11
  SPEAKER_00: Something like tell me more about that.
• 14:14
  SPEAKER_00: Or what else are you seeing?
• 14:16
  SPEAKER_00: Or even what would you do if it were your call?
• 14:21
  SPEAKER_00: James's instruction is to be quick to hear.
• 14:24
  SPEAKER_00: Practice the quickness.
• 14:26
  SPEAKER_00: Let it precede the speaking at least once in a situation where it actually matters.
• 14:32
  SPEAKER_00: And here's the other application.
• 14:34
  SPEAKER_00: Before you go into your next significant meeting, write down one question you genuinely don't know the answer to.
• 14:43
  SPEAKER_00: Not a question you're planning to ask for effect, not a question you already know the answer to and want others to work toward.
• 14:51
  SPEAKER_00: A question where you actually don't have the information and you need it.
• 14:56
  SPEAKER_00: And then ask it.
• 14:57
  SPEAKER_00: And do what Proverbs 1.5 says.
• 15:00
  SPEAKER_00: Let what you hear increase what you know.
• 15:04
  SPEAKER_00: Resist the temptation to evaluate the answer against what you already believe.
• 15:09
  SPEAKER_00: Take it in first.
• 15:11
  SPEAKER_00: The leader who arrives at every meeting with a genuine question, someone who's still adding to their learning, not just confirming what they have already decided, is the leader Solomon is describing in Proverbs chapter 1, verse 5.
• 15:26
  SPEAKER_00: That discipline is available to any leader willing to practice it.
• 15:31
  SPEAKER_00: It costs nothing but the willingness to not already have the answer.
• 15:37
  SPEAKER_00: Here's something I want you to name directly.
• 15:40
  SPEAKER_00: The pressure to appear decisive, knowledgeable, and already ahead of the room is enormous at the senior level.
• 15:49
  SPEAKER_00: There's a version of leadership that equates confidence with having the answer before anyone else does.
• 15:56
  SPEAKER_00: That version of leadership is not what scripture describes.
• 16:00
  SPEAKER_00: What Solomon describes as wise, the person who arrives as a learner, the one who hears before they speak, the one who treats conversations as a source of guidance rather than an opportunity for display, that person looks from the outside like someone who asks a lot of questions, which is exactly right, and exactly what the best leaders actually do.
• 16:26
  SPEAKER_00: The leader who learns to listen well will not lose authority.
• 16:31
  SPEAKER_00: No, that person will gain it, because they will make better decisions, catch problems earlier, generate more trust, and lead more effectively than the person who has mistaken talking for leading.
• 16:44
  SPEAKER_00: Let me pray for you.
• 16:46
  SPEAKER_00: Father, you gave us two ears and one mouth, and the ratio is not accidental.
• 16:51
  SPEAKER_00: I pray for every leader listening right now who has gotten into the habit of arriving at conversations already full, full of conclusions, full of responses, full of confidence that comes from experience but can quietly become arrogance of not needing to hear anything new.
• 17:10
  SPEAKER_00: Give them the humility of a learner.
• 17:12
  SPEAKER_00: Give them the quickness James describes, a prompt, active movement toward genuinely hearing the other people in their care.
• 17:21
  SPEAKER_00: And when they sit across from someone who has something to tell them, may they be present enough and quiet enough to actually receive it.
• 17:31
  SPEAKER_00: In Jesus' name, amen.
• 17:33
  SPEAKER_00: Well, I thank you for joining me for another episode of Profit and Principle.
• 17:37
  SPEAKER_00: If you haven't already done so, I encourage you to go to our website, profitandprinciple.com.
• 17:42
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• 17:46
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• 17:54
  SPEAKER_00: You can also read our blog, which goes into greater detail unpacking this content even more.
• 18:00
  SPEAKER_00: And you can also subscribe and download our one-page PDF document that is great for an individual Bible study for this or to be done in small groups as well.
• 18:11
  SPEAKER_00: So I hope you take advantage of those free resources.
• 18:14
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• 18:17
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• 18:18
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• 18:23
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• 18:27
  SPEAKER_00: And I hope you'll be back with us next week as we continue our current communication series.