09/03/2026
Before asking what is wrong with an employee, leaders may need to ask a harder question: Have I listened closely enough to understand what is getting in the way?
Gabriela Norton describes three channels of listening: listening to hear, listening to understand, and listening to connect. That third channel is easy to skip, yet it can make the greatest difference in an accountability conversation.
Listening to connect does not remove accountability. It helps the leader and employee understand the real barrier, agree on what needs to change, and solve the problem together.
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