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Unfortunately, rather than continuing to listen for and reflect back Liam’s feelings, which might have encouraged more self-disclosure, Ben did the opposite. He asked a series of logical questions that pulled Liam out of his feelings and into rational responses that he didn’t find helpful.
Connect
David Bradford and Carole Robin
The same man cannot be both Friend and Flatterer.
Wit and Wisdom From Poor Richard's Almanack
Benjamin Franklin
Much of what we build at AWS is based on listening to customers. It’s critical to ask customers what they want, listen carefully to their answers, and figure out a plan to provide it thoughtfully and quickly (speed matters in business!). No business could thrive without that kind of customer obsession. But it’s also not enough. The biggest needle movers will be things that customers don’t know to ask for. We must invent on their behalf. We have to tap into our own inner imagination about what’s possible.
Invent and Wander
Walter Isaacson and Jeff Bezos
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