When Fortune 500 Chief Technology Advisor Suhail Syed learns that clients are upset, the instinct is to jump in and solve. That’s what often feels right. Something’s broken; so fix it. But as someone intent on staying calm amidst crisis, Syed finds that asking questions and listening well works best.

“It’s amazing what unfolds,” he muses. “Clients feel listened to. They get to vent. And from that more peaceful, trusting state, we problem solve together.”

This delightful conversation with Suhail reminds and affirms for me the power of active listening in business and how much listening well boosts our brand and our executive presence. When we’re grounded, listening, owning responsibility vs. fighting back and stamping out a fire, not only do meetings become more productive, the entire perspective on a problem shifts for the better.

You can find Suhail Syed on LinkedIn here.

Your show host, D G McCullough, is a former reporter for the Guardian, the Economist, and the FT of London. Find her on LinkedIn. Join her communications and active listening workshops on Maven here and here.