The Leadership Advantage Most People Miss
It would have been easy to make a quick decision.
A dad kept bringing his newborn to daycare without enough diapers or a change of clothes. The baby often wasn’t clean. From the outside, it looked like a problem that needed to be addressed immediately.
When I was preparing a communication training program for a team of YMCA childcare workers, a manager shared how she handled that exact situation.
It would have been easy—and understandable—to draw a hard line. Instead, the manager chose a different approach. She got curious. She asked a simple question: “Is there anything going on that we can help with?”
What she uncovered changed everything.
The baby’s mother was struggling with postpartum depression. The father was working nights and doing his best to hold things together. What looked like a gap in care was actually exhaustion and overwhelm.
Because the manager took the time to listen, the response shifted from enforcement to support. They created a plan. The dad brought in extra supplies, and the childcare team stepped in to help for a few weeks. Over time, things improved at home and stability returned.
Too often, we rush to solve, correct, or respond. When we take the time to lead with curiosity, we uncover what is really going on beneath the surface. This is where better decisions and better outcomes live.
Listening is a strategic advantage. It creates space for people to be honest, which gives you something real to work with. Here’s how to practice your listening skills:
Eliminate distractions. Full attention signals respect and builds connection.
Listen for meaning, not just words. Pay attention to emotion and intent.
Reflect what you hear. Confirm understanding before responding. Try the phrase, “What I’m hearing you say…” and then reflect back what you heard.
What might you learn if you listened a little longer?