Are you an 18 second manager?
This is a nice provocative video from Tom Peters on listening:
Tom refers to research into the length of time taken by doctors before they interrupt a patient describing their symptoms. He recommends that managers and leaders (and in fact everyone in every organisation) develop their ability to listen to their customers, employees and colleagues. It is something that be learned.
Are you an 18-second manager, or an 18-second leader?