I don’t think anybody likes to receive criticism; to be told that something you’re doing or leading is somehow not working. But how do you react to it? Do you get defensive? Do you listen with an open ear and heart?
“The entire management team would lay itself open to searing questions and challenges from sales people who dealt directly with customers. The company created a long-standing tradition of forums where people could stand up and tell senior executives what the company was doing wrong…and saying ‘look! You’d better pay attention to this'” (p. 72).
“Yes, leadership is about vision. But leadership is equally about creating a climate where the truth is heard and the brutal facts confronted. There’s a huge difference between the opportunity to ‘have your say’ and the opportunity to be heard. The good-to-great leaders understood this distinction, creating a culture wherein people had a tremendous opportunity to be heard and, ultimately, for the truth to be heard” (p. 74).