At the recent American Society's Training & Development's 2007 International Conference, I presented a workshop on Inquiry and Feedback: Using Action Learning for Transformational Change. Over a hundred participants with varying degress of knowledge attended my session. In this newsletter, I want to share with you highlights of the workshop.

In working inside an organization for 20 years and managing my own consulting business for 11 years, there has always been a common complaint from employees, managers and executives. There are too many meetings! Not only are there too many meetings, they are unproductive. The meetings are too long with mixed agendas and often end without defined action or true resolutions on the table.

In 2003, I was introduced to another way to solve issues, introduce new ideas and get real results in real time. How novel!!! Since that time, I work the technique into every opportunity that I have with the companies and individuals. The approach is called Action Learning and using inquiry as a means to ask the right questions to get at the root issue. The method is a sustainable approach that promotes team building, leadership development and creates opportunity for dialogue in a productive way.

Action learning with inquiry is a way to drill down by asking tough questions, look at facts in a non- judgemental way and be thorough in the process. Organizations that use action learning break out of the normal mode of advising and judging. Employees develop a clear understanding of each other and develop systems thinking. The results are unimaginable! The process takes dicipline to change the organization from meetings that do not get to the real issue to provoking thought and creating action from clearifying the real issue.

To find out more about Action Learning and the possibilities for your organization, please feel free to contact us at our website or dldunton@potentialreleased.com

Recently, I stopped at a local garden and landscape shop to find some new plants for my yard. There were a few customers wandering around and I did not see anyone that appeared to work at the shop. After a few minutes, I entered into the annual hanging plant area where I found a young woman watering plants. She did not acknowledge me in any way.

I finally spoke up and asked, "Which plants will do well in the sun?" She replied with a simple and short, "All of them in here." She continued to water the plants. I settled into a feeling of being "dumb" and continued to browse.

A few moments later, a supervisor came into the area and complimented the employee on how well she was doing watering the plants. They chatted and I moved closer to see if I would get acknowledged. I did not. I spoke up again and shared that I needed some assistance and could anyone help me. The supervisor said she would help and asked what I needed and if I had asked for help. I said I had but had not received the help I needed. The supervisor then replied that the employee needed to water the plants because if the plants died they would not have any to sell.

As I stood with a puzzled look on my face (knowing I was only one of two customers), I commented if you don't take care of the customers, it won't matter if the plants are watered or not. She just didn't seem to get it. No one was listening to me, the customer, who was right in front of them.

Are you listening to your customers? Do you see them, really see them? Are you so busy at the task at hand that you do not see the person in front of you? Have you lost your passion for listening?

When we lose our passion for listening, we risk losing our customers, our businesses and our success. Start listening with passion today!