Peanut Butter and Jelly

Richard D. Fain is chairman and CEO of Royal Caribbean Cruises.  He spoke about the following regarding his frustration with the art of listening - -

I'm often shocked at people who will get a question and don't answer the question that was asked.  And usually there's a very specific question.  It's very much "this is what I would like to know."  And people very often respond with something quite different - - "What I think you really must have been asking," as opposed to answering the actual question.

In grammar school, I did that assignment where you make a peanut butter and jelly sandwich at home, then write an essay on how to make a peanut butter and jelly sandwich.  And when we come to class the next day, the teacher had laid out peanut butter and jelly and bread and knives.  "Now, exchange papers and follow the instructions."  And of course only about half the class was able to make a sandwich.

It was an interesting learning experience about how much you take for granted.  So I listen carefully for exactly what people was saying, what they're asking about, what their concern is, and I try to be direct when I answer them.