To get a sense of what’s really important to people, read the bulletin board notices posted by customers and coworkers, the customer reviews, and the graffiti written on the bathroom walls.
Listen for stories told with resentment in hushed tones – these are killing the relationships at the company.
Listen for wishes – these will help the company grow.
Listen for excitement – this is the lifeblood of the company.
Listen for frustration or confusion – this is slowing the company down.
Wishes are for only the wisher to share, not you. But share excitements among all coworkers to get them out in the open and spread energy. Share confusions and frustrations with people who will act.