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I'd just finished a presentation on employee motivation when a manager at a Phoenix engineering firm approached me minutes after the session. "That was exactly what I needed to hear," she said. The program made a difference, she said, because it led to direct discussion of several key challenges the firm had. I smiled (big, sincere grin), thanked her and felt gratified that my homework with the company leadership team, managers and employees had laid the groundwork for a successful program. True story. So, that's what I try to do with my clients, keynote audiences and students. I listen, ask questions, listen, present solutions and listen some more. (Did I mention listening?) I have a...