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There is an assumption that the opposite of talking is listening. But more often people are just waiting to talk. People are focused on forming their thoughts and advocating for their position. They aren’t really listening to the other person and that means they miss important information and a chance to engage the other person.

Elisabeth Swan

Elisabeth is a Managing Partner at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.