I SEE YOU. THE WHOLE OF YOU. THE EXTRAORDINARY IMPACT of seeing the whole human story. When PepsiCo CEO, Indra Nooyi, was appointed to the top job, she went and visited her mother. There was a constant stream of visitors at her mother’s door congratulating her on her daughter’s prestigious new role. They all came to tell her mum what a wonderful job she had done in raising her child. In that moment, Indra saw how her parents were responsible for so much of her success. She took this idea back to PepsiCo. The next day Indra wrote letters to the parents of every single member of her executive team. In her letters, she told the parents about the great work their son or daughter was doing at PepsiCo. She thanked them for giving her the ‘gift of their child to our company’. Indra used emotional intelligence to show how much she valued the whole story of her team’s lives - and gained their loyalty in return.
BEING HEARD HEALS HEARTS AND MINDS FACT 17
Listening is the most potent force for change we know. - Carl Rogers. A meta-analysis of many students found that the act of being heard is healing in itself. That is, we can be a healing influence for everyone in our care and in our communities simply by practicing active listening. We can leave people feeling better after spending the shortest time with us, if in that time, we truly listened.
The little things? The little moments? They aren’t so little.
- JON KABAT-ZINN
HEARTIST BY ACCOR | 87
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