Feedback was invented to get more out of employees and thereby to lift the productivity and the profitability of the company. But it’s difficult for a number of reasons.

Listening is something we’re very reluctant to do, not because we’re lazy, but because we have never actually been taught how to do it properly...

One of the kindest, most helpful and most interesting things we can ever do with another person is to listen to them well.

We're used to thinking of 'being a teacher' as a specialised job, but in fact, teaching is a skill required of us in a huge range of contexts, from the home to the workplace.