Bernard T. Ferrari

Learning from colleagues’ and direct reports’ assessments is a deceptively difficult task. Unlike with medical professionals where listening to patients is rigorously taught, most business education comparatively neglects this topic. Yet the simple act of listening can have a dramatic impact on one’s workplace effectiveness – and one’s career trajectory. This brief book seeks to teach those skills. As the conclusion admits, though, the proof is in the day-to-day practice of how a job is done.

Bernard Ferrari has an interesting background. He was educated in medical school and underwent a residency as a surgeon. Thus, he acquired those medical skills firsthand. However, he later decided to pursue a legal education and become a business consultant. He has spent most of his career consulting with business executives on dealing with so-called “soft skills” like listening. Critically, his approach tends towards the clinical in that he encourages executives to listen to their teams like physicians are taught to listen to patients.

In trying to raise my listening game at work, I’ve consulted several books addressing this topic. Without a doubt, this book is the best of the lot. It approaches the topic with an analytic rigor and deep interest often missing in other books. It contains case studies about listening from a variety of fields and settings. Even though the book unpacks a self-help topic, analyzing practical examples keeps readers engaged instead of the book drowning in self-help jargon. The book is relatively short, but power-packed.

The book’s two major components Ferrari’s method of listening and then its implications in several business domains. He reiterates his belief that leaders should listen to their employees much more – about four times more – than they talk… and when they talk, they should lead with questions. This technique seems easy, but in truth, pulling it off requires significant skill and discipline.

By itself, reading this book is not going to make someone a great listener. Only self-discipline and an insatiable curiosity will do that. However, this book can push someone in the right direction and keep them from common pitfalls, like opining excessively or acting as a know-it-all. Consider it a short course like having training wheels while learning to ride a bike. The real challenges come when those wheels are off and difficult terrain is encountered. But one must learn the basics before proceeding. I’ve found the basics presented here better than anywhere else I’ve seen so far.… (meer)