What you will learn from the best sales trainers, people like my friend Ashley Latter, is that empathetic listening makes all the difference in relationships with business partners, team members, freelancers, suppliers and patients.

Add to that your family, friends and neighbours and it becomes a huge part of “who” you are – rather more important that “what” you do.

Empathy – the psychological identification with the feelings, thoughts or attitudes of others.

We haven’t seen much of that in the Referendum debate or the American Presidential Nominations have we?

One of the many reasons that politicians are generally such poor role models for behaviour. You wouldn’t watch Today in Parliament or Question Time for lessons in listening.

You’ve heard me say many times that “all problems exist in the absence of a good conversation” and I suspect there are few adults in the developed world who haven’t, at some time, heard the expression that “you have two ears and one mouth, so use them in the same proportion”.

Basic life lessons and yet so often ignored in the day to day operation of a dental practice and, frequently, in customer service.

Blaggards and loudmouths come and go – soon forgotten.

Sustainable leadership is about listening as much as it’s about decisiveness and those who perfect this become our heroes.