Handling Upsets Through Deep Listening

Bill Gallagher

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.



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Scaling Up is the best-selling book by Verne Harnish and our team for Scaling Up Coaches (formerly Gazelles). We share how the fastest-growing companies succeed where so many others fail.


Bill Gallagher, Scaling Coach and host of the show, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.


We help leadership teams with the biggest decisions around People, Strategy, Execution, and Cash so that they can Scale Up successfully and beat the odds of business growth. Scaling Up is based on Verne’s original best-selling business book, Mastering the Rockefeller Habits.


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