hear his story

We have to be careful to always remember the first reason we listen. In the midst of serving others—especially if our daily work is in a service industry—it’s very easy to get caught up in listening only for the details of another’s needs. After all, we do have to meet people’s needs in order to serve them well. But there is another layer—a deeper layer—to listening, and it’s ultimately what sets apart those who serve by meeting expectations and those who serve by exceeding expectations.

That deeper layer is listening to understand a person’s story. At Chick-fil-A we like to say that when we know a person’s story, we can serve them personally. We believe it wholeheartedly. Consider how we ourselves feel when others take time to do more than transactional listening. We would probably say we felt as though the person really cared about getting to know us. However we translate that special feeling that occurs when others take the time to deeply listen to us, the bottom line is that a deeper connection happens, and a truer sense of meaningfulness ensues. This is the reason the Earl of Chesterfield, Philip Stanhope, said, “Many a man would rather you heard his story than granted his request.”

Listening is more than a means to an end. At its best, listening is the commencement or continuation of a deeper relationship.


Dan T. Cathy

"The Deeper Reason We Listen" Cathy Family Blog. 4/6/2016

sharing his experience

In advance of his journey, Kelly committed to staying connected and sharing his experience – and he kept his promise. Even in a highly controlled environment, he consistently posted on Instagram and Twitter, so others could follow and learn from his experience in real time.

Effective leaders intentionally and regularly communicate – and do so in ways that resonate with their audience. In today’s world, email is no longer sufficient. Most of us get so many emails every day it can become static noise. With advances in technology and the wide spread use of social media, it is critical to embrace new ways of sharing so key messages can rise above this noise.

Vanessa LoVerme Akhtar

"Leadership Lessons From Astronaut Scott Kelly" Forbes. 3/3/2016

a new perspective

While Kelly’s mission was primarily a stepping-stone for sending astronauts to Mars, he gained a new perspective on the Earth and the environment. From his view, Kelly was able to see the Earth’s climate in a new light – observing weather systems and pollution in a way he could never experience from Earth.

Intentionally stepping out of the typical day-to-day can help people see situations from a new – and often unexpected – perspective. Effective leaders recognize the benefit and learning that stems from these new perspectives. They are open to experiencing the bigger picture, so they can identify new barriers, challenges, contexts and opportunities.

Vanessa LoVerme Akhtar

"Leadership Lessons From Astronaut Scott Kelly" Forbes. 3/3/2016

primary greatness of character

If you want to have a happy marriage, be the kind of person who generates positive energy and sidesteps negative energy rather than empowering it. If you want to have a more pleasant, cooperative teenager, be a more understanding, empathetic, consistent, loving parent. If you want to have more freedom, more latitude in your job, be a more responsible, a more helpful, a more contributing employee. If you want to be trusted, be trustworthy. If you want the secondary greatness of recognized talent, focus first on primary greatness of character.

Stephen R. Covey

The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change.  Simon & Schuster, 2013

to be of use

The people I love the best
jump into work head first
without dallying in the shallows
and swim off with sure strokes almost out of sight.
They seem to become natives of that element,
the black sleek heads of seals
bouncing like half submerged balls.
I love people who harness themselves, an ox to a heavy cart,
who pull like water buffalo, with massive patience,
who strain in the mud and the muck to move things forward,
who do what has to be done, again and again.

I want to be with people who submerge
in the task, who go into the fields to harvest
and work in a row and pass the bags along,
who stand in the line and haul in their places,
who are not parlor generals and field deserters
but move in a common rhythm
when the food must come in or the fire be put out.
The work of the world is common as mud.
Botched, it smears the hands, crumbles to dust.
But the thing worth doing well done
has a shape that satisfies, clean and evident.
Greek amphoras for wine or oil,
Hopi vases that held corn, are put in museums
but you know they were made to be used.
The pitcher cries for water to carry
and a person for work that is real.


by Marge Piercy
© 1973, 1982. From CIRCLES ON THE WATER © 1982 by Alfred A. Knopf, Inc. and Middlemarsh, Inc. First published in Lunch magazine.