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June 27, 2007 LISTENING LEADER LAZER LESSONS THE 'PLANE' TRUTH – NO ONE’S LISTENING! Listening Leader Karen G. sent this to us to illustrate a graphic listening breakdown: "I was going on a trip to visit my family in Hartford, CT and my AirTran Flight was scheduled to leave at 9:00 am from Orlando, arriving in Hartford at 11:00 am. Upon arriving at the airport, I approached the gate and noticed that the flight crew was also in the waiting area. The plane had not yet arrived at the gate. As our departure time approached and passed, I noticed that the plane was still not at the gate. After 30 more minutes, the gate attendant announced that the plane had a flat tire and had been taken to the hangar for repairs. After another hour passed, an announcement was made that the replacements parts for the tire were not available and that the flight was cancelled, disappointing approximately 50 passengers. All passengers were instructed to proceed to the Delta Connection ticket counter where alternative flights would be arranged. Upon arriving at the ticket counter, no AirTran representatives were available and Delta representatives did not know what we were talking about. Assuming I misunderstood the original instructions from the AirTran gate attendant, I called my husband to pick me up to take me home. While I was waiting for him to arrive, the AirTran representative arrived to apologize for the confusion. She asked everyone to be patient while AirTran contacted their ticket counter staff to come back to work with us to assist with vouchers and/or transferring us to other flights. Five hours and a lot of frustration later, I was on a Midway Airlines flight bound for Hartford. I had a great visit with my family but vowed I would never fly AirTran again." The costs of this situation were quite extensive: Several passengers, including myself, lost a vacation day to sit in the airport. My husband lost a day of vacation as he sat with me in the airport. The AirTran cost to re-route passengers on other flights The tarnished reputation of AirTran LISTENING LEADER LAZER LESSON: Take 100% Responsibility in all listening situations. The costs are too great no to! SEND US YOUR LISTENING STORIES: One of the best ways to learn is through stories. We are seeking stories that illustrate both positive and negative listening situations. Send your stories to Rick Bommelje - RKB@ListeningLeaders.com REGISTER FOR THE NEXT PUBLIC LISTENING LEADERS WORKSHOP – September 19, 2007, 9:00 AM - 4:30 PM in Winter Park, Florida. For details, go to www.ListeningLeaders.com BECOME CERTIFIED TO TEACH LISTENING LEADERSHIP IN YOUR ORGANIZATION. You will become fully equipped to deliver a unique and proven Workshop that provides practical and measurable results. For certification details, go to www.ListeningLeaders.com . LISTENING LEADERS: THE TEN GOLDEN RULES TO LISTEN, LEAD & SUCCEED By Dr. Lyman K. Steil & Dr. Richard K. Bommelje Publisher: Beaver’s Pond Press (ISBN 1-59298-073-2) A pioneering book that directly connects listening with leadership.Based on more than 50 collective years of work with listening leaders throughout the world, Dr. Steil and Dr. Bommelje have created 10 practical, proven, and priceless rules to enhance everyone's listening and leadership success. Although outstanding leaders are outstanding listeners, most leaders have neglected the development of their listening attitudes, skills and knowledge. “This is the most significant book ever written on listening and leadership and will profit leaders at all levels in all types of organizations and enterprises.” Dr. Ralph Nichols, Father of the Field of Listening ORDER YOUR COPY at www.ListeningLeaders.com or www.amazon.com Listening Leaders is a weekly e-mail newsletter for people who understand the value of Listening Leadership in their life. It is brought to you by the INTERNATIONAL LISTENING LEADERSHIP INSTITUTE We welcome your comments, suggestions and questions. Please e-mail: ClientServices@ListeningLeaders.com. Also, please visit our website: www.ListeningLeaders.com Join our Golden Circle of Listening Leaders who are spreading Listening Leadership attitude, skills and knowledge worldwide! Forward your copy to anyone you believe will benefit from reading The Listening Leaders! COPYRIGHT AND REPRINTS Reprint permission is granted when the following credit appears: "© International Listening Leadership Institute. Reprinted with permission from ‘“The Listening Leaders Newsletter,' a weekly Internet newsletter”. For your own personal subscription, go to www.ListeningLeaders.com" PRIVACY STATEMENT Your e-mail address is absolutely confidential. We will NEVER give, sell or share your address with anyone. Subscribe Cancel Update Dr. Lyman K. (Manny) Steil 25 Robb Farm Road St. Paul, MN 55127 651-483-3597 LKS@ListeningLeaders.com Dr. Richard K. (Rick) Bommelje 8530 Amber Oak Dr Orlando, FL 32817 407-679-7280 RKB@ListeningLeaders.com © 2007 by International Listening Leadership Institute. All rights reserved

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