Too many CEOs believe they need to have all the answers, all the time. But companies are run well by asking questions, not having all the answers. Not understanding this sets leaders on the path to failure. This article argues that the best way for CEOs to harness the skills of others is by using the listening–sensing–observing troika. 1. Listening: Simply by listening to both customers and employees, CEOs can break the glass ceiling of imagination. While most organizations strive to hear customers, many do so while overlooking the need to hear employees. And when employees are not adequately heard, good ideas are left unexpressed and employees underperform and appear to lack skills. 2. Sensing: During the growth phase, organizations commonly develop slack in the system, which impedes fresh thinking and creates a lack of perceptiveness regarding market trends and customer preferences. To battle the slack buildup, companies need a detecting culture that can uncover hidden problems and identify unwanted behaviours. 3. Observing: CEOs must always be on the lookout for what is portrayed in rosy pictures painted by employees, as well as what is deliberately being hidden by growth and success.
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