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.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.

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