The sound of silence can be deafening, can’t it? But, you need to learn to be comfortable with that silence if you want to get to the root of an issue. Specific to leading organizational change, you need to ask the questions and be quiet to get to the root of the resistance which you can count on facing.
1. Ask short questions.
2. Be silent.
3. Listen and observe.
Taking notes is a good technique, just don’t lose sight of your primary objective. If you are too busy taking too many notes, you aren’t listening.