‘If we feel we already know how a person will respond, then what’s the point of asking the question? All too often, it seems that we don’t ask and if we ask at all, we don’t listen to the response.’
An extract from Janie Van Hool‘s The Listening Shift in Business Age.
We understand our own reasons for taking action, behaving in a certain way, holding the beliefs we do. This self-serving bias is hard-wired into our psyche so that from our own perspective, our decisions and behaviours are clear, rational and reasonable.