What is the Best Habit?

A habit is defined in the dictionary as a regular tendency or practice which, if practiced frequently, will become automatic. In the early 1990s as I began my career in banking, my training and development included a required reading of The 7 Habits of Highly Effective People, authored by Stephen R. Covey. This included a rather intense training regimen of these habits, and how the program participants could incorporate them into their personal and professional lives. It is interesting to note this training, after nearly 30 years as a fresh-out-of-Purdue college graduate, is still very relevant and still positively impacting my leadership development in the banking industry. In fact, the First Bank of Berne is currently utilizing this resource as we promote leadership development in our organization.

All of the seven habits are rock solid, easy to understand, and impactful. However, Habit #5 has made a significant difference in my approach to interactions with bank clients, employees, regulators/auditors, my spouse, children and many others I communicate with on a daily basis. This habit is titled, “Seek First to Understand, Then to Be Understood,” and focuses on the benefit of emphatic listening with the intent to understand. I once heard this paraphrased as the “Be Quiet and Listen First Strategy.” When we consciously listen and respond with both our heart and mind to the speaker’s words, intent and feelings, we have an opportunity to more fully understand what they are trying to tell us.

Many times we struggle to listen and listen well to others who are speaking, because we are contemplating our response without truly working to fully understand the speaker/presenter. This can cause problems and result in missed opportunities to understand the viewpoint(s) of others and force us to prescribe a treatment for someone before we diagnose the symptoms. My work allows me to interact at times with upset or dissatisfied clients who may have some type of issue with our bank. This may even include our employees who have concerns. My experience has taught me it is important to listen emphatically to understand what is behind the concern. The upset client or employee may have external issues in their lives related to personal health issues, financial or relationship challenges, or possibly anxiety caused from a variety of sources which is impacting the reason for voicing their dissatisfaction. These external factors may explain the “why” behind their concern and allow me to respond in the most appropriate manner.

I have found that following the “Seek First to Understand, Then to Be Understood” habit enhances the depth of communication and builds trust, which leads to stronger and more effective leadership as we work with relationships in the workplace, at home, and throughout our communities. When we deeply understand those around us, we are better leaders, stronger listeners, and can work to prescribe better solutions for those who rely on our leadership.
 

This Month's Guest Writer

Kent Liechty
President/CEO
First Bank of Berne