Föreläsaren och författaren Annika Telléus är kanske mest känd för sin bok ”Konsten att lyssna” (Bazar, 2021), men arbetade under många år på H&M. I uppdraget ingick att ta fram information om kunderna och deras beteenden, och detta genom djupintervjuer i Moskva och Hong Kong, fokusgrupper i Milano, Seoul och Tokyo, samt hemma-hos-intervjuer i Los Angeles och Beijing. Hon insåg ganska snabbt att uppfattningen av ens egna lyssningsförmåga ofta är ganska verklighetsfrånvänd – oavsett kontext.
Så blir du en lyhörd ledare – och får ett lyhört team
Ledarskap Att avbryta eller inte lyssna närvarande handlar sällan om illasinnade intentioner. Men oavsett skäl kan bristfällig lyssningsförmåga i en organisation skada verksamheten. Så här säkrar du din lyssningsförmåga.

Annika Telléus. Foto: Press
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– Ibland lyssnade uppdragsgivare på intervjuerna från rummet bredvid. Det kunde vara två personer som var av olika uppfattningar om vad kunden tyckte, men som efter intervjun tyckte att de båda hade fått belägg för deras egen åsikt, säger Annika Telléus.
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dS7WQrXVieQGCt3490RQtYgHCdaVfsQj6uUS7gJ7dyNtA+1PQQZJn+wwowkIaF7IYz3QvEGI/brILVd1syGBK60i7kvCosqub6yBn7Y3CFxFjTrzSqhDiEISHVkRvH5y69HiCo63VZpKiGPHiGZn+PYYoWtjSrxCNbSPFCNA164MpfbQ5KRscu2GuGIQxpF3dGPNf77MzfE4NdLXv562LpoU3DowIqNSpS0zSm1HEwmllhtc6MSN2t3XErViAnbiAGcVEWCvAq7wVik4Bpy7A02fS88Pq4oIw76nwn9fhKGSCeFRkB/lGftK9aySJ0MeH52w3f8NUqavWLerA+UZKkHgsvx0vP5siLvol8SsHot6jmvz2XRTDb5A9pwppFoevTTjbj0GugYxCtlOOUqALWVBqmguQ6LUngodY64//FaFWDLJerLpx2BkF6pV0Wt0zbS+ZS24FM+H3ePjzzEMbwRj8gSEKT+lJ4WNI//IUIBJwozjYtotxNdaHUlPdJyHVKoThXEp/EuRUjx6xMVtp1sH9TpRtBX4nUUbV5eLjADB/3ktx9HtSMh9+Y0ky/zWz2ppEnEWVPe5ZidzpPWh7n54+EI4KYp2wFBkpJh4/h9WqJ/yPYRxnFMNekx+FDuTEaU4ME9o7Bx5a60bqnmIkjzhLqXZgwsw9qaTL8JlxXB0rX7Zd6HgV+dql1IRPLT0UEGZJ9dMvSgtEKdtUNp6ocvh6jkzS2PLau2pRDD7EZk2LHo1UZBlnFLLlvqNFphK+ZkfhBtQgdniaCm8Spbysu+MdbHxXkba022MET8d/xK7SmI5frrLVAGBB7y9Pfx+BafAsaw4K1AEvkFfjqz3G3PWwREVBEo85s5iWuLdPWbeYfsp0FK8+wV5nsOH21Wo50eHozeFxuZy5keH0RGnY0PW+WUfVx67CfAV38PIgAZwZkyA2en/n7p20WFDxK+gdillMLHbh+rWaolR7aZ8BRYNQmGdXpqU6iYeTpL7agjaLLWPEP6FBFnSSUzZlhNW0tmODJQcUKIAtxuEKJCcXVjTsvG1DRGXgjjSdvjZTDLMdyzrdnChKNj5w7uQef1+m6R3qXPBfvqZu63DMtiaxvgbWv+e1KzktAixXIHxp8e9IS4uPW1NXaiMIAq4KYHWkHzLqm/vrWV/eExmT0X2dg7TR5+110af8fmMSl232+ZORz+DOK+wN2JiSZQ3A0FV7y0nK/sgfhgdq+WwqhUzLNSj5y0bVE2HlrvFEIOwDs3eGQEzkgtVxxTp4Rxd6uFOIscw1mDY1LwmXp8Fxp3Z/5k5rR6+A2ybWmlCWRBN6TUO9EBciYzrRegujhujGFDWH0GrVGMYfIPZEKly8uHnSCn5E7ugRKfg7x8nFAb7mROrO6k4uO9WNZGs6gYJvz3LgdQbCD1GmeHVtK+gBBYUbwiIAQevgohs4zhYHYLkuYTRwGr+PsZxLMjfwW3AA5sdmWhxtgwJG8njRKtxDjyInVQlN+qz34I38do4PAHWABY69sTEJ4olwlwAg9QCuxGGY4cu6lOWnczQtO/AsCuLy6zmLcFVksQUvX4aigao2rc2THroZK2584jUpH12dKHNEqKImuYAunD1utUvzHlpk3K3BJIn0rL3tAg9KEXui8xamWry5Zp/q0DTboAuFra0Vfg4NW1p1+SE9+AhIdTzZGc9a4G5GcX5Zuv8YXRliB2fbpDteK0XOVWBL/HtYi9MJNzGOj4MaJF2NDHe9BUERIKcM0PZ9bDqcsXZrnTzaTK11CDZWcmv94s6CkSG4lXDgMDMr/83MR4Tq/Pmo8EJQcn0h2OKCXEBrf1qwpg2k+YiLAks1mWmV/FVFVplBtej9w0mj0jOKsxvipiLgV2Ox4PvFCQmjE62QHVMk1p2gcpmVBCF8Pca3+f0csyDXKCclpY6JEmLpyH/rvHRoacfOu4wNNwgBJMMkl7ZGrAmXjvsnfyNOLdwzIWOp1hh3hmZZOFTShc+KMT8g7aZtFBqSTkA9wsSw65fGhqE0fx2tB8vRLh3jjfxtpBqHW8d7rpbaC04aa2js/fOBhgBnt/4bdQwBRjt4NCtb0u6EAErL9ufSY9FIBDpSA5QxmMEH02itO68K1i3D/lh3rj+rmGyzRRdWJLszHe174X3/esiaV9Etqyi0NKSnmqnHtklQXtq1Apfkcc5ZffTFu90o6nba8ijHK2aoC38C6ZMnav8FhHGXAEn+Huc8bCLFh7LI5oLHhBd/gdzSS65ilfxp0wo0JhisEUKS8Phe1jEdXs4LT0VF3N51nxe/ZU9/acrD3lbuzUYLa3sexfENP6Xt9JaJPdeg3ekTyTHo8tTYgP8Q2CBIRl/dv+WgY+P8ziykrEFdB5Pl05SyKzlNta43tB3zzl93/it30esU+Ouq/OAbZujrmL5UTdmcfdROW7XBs6JNPOp6+eJSDWYPX9bUfkO1evGTER2byJ1bOg6vLi2KEXrX0+S1D1sek3CoYGrtrGaVtyzW8WC20Us2F491kvVzdEyKnOwR83WaXIz5lCWh4+s8QrJPbVnTc2n+BGuNfLsiA7Pg/spr+ZKRqDUgDgLPJCLUnEpgWC6I0M059K+h52mkz0dVry0R+ufpgOqXJe0FIEOd/hLn39/laXB3royDdACkIXiVpZSXj5rvwQCa8+rU/b13Ps3kWMKqxs6G5hVBnvpzt19rWPEsAEvnpKEa8WB86qDpOer9v88aKIiyU1Ln0hZpbYD+WvRN/L1L2LVR8zOVsMHbhuiDhyDJXFrPU6nlQaJABwacpBnjA5sgOWy9kC438Xuh4VdhPh174x2NY2cewFwaS1CIzr5q6ixtgtlD1CmY6KQgTasgdeHLVaYe62xwQLXazDegHucadyaXPgIjBVo0Jxn0spet/qY+yCZYzIAP5eISFkkVRI+B0v6s6/3KUz4z9XKLOF4+nIoYIqEg6YpRYYPZMlwm+n/a/+rFiUKQmSpmtBTPA5k01QRjBocmSgxX07bgTOgu3xawUDGpAsvV6WkXo35IERJ3tbHL8opTGIoHz0b8RiTqGDfAxgdMPQHxeY6MwT3uFK9p8a66OGOoSpUJwu9BhpCOUv2buT2t519sDYc2+DSwkzn8P1rRL7F6Ll1dXydZ2vk96yXBZbANJIYOFa+VXM9tYP4ni0hvtdj3eUaK+sKoBsXnXLMSED0agmUS+QuGumBf1P5jtXhXPIuOTMGz4fsw6ls2fAkmqFt4lJSPBehEyRX+nZko3vU1yitU4Rnj/RvvZ7+jBKsQOwPVvgH4Sb1M6Yadi9tsPSD8HmkSUe7OLI1Zuuw6evATbx92hSpKRvwA4/rN/e/CDieLw0GkALCylmblC8l4lfFhIwYPdZIiNidHsEZ+eaPY7fwPozyHdtfUYwPUzg2Q4sv+PkPlufebrScwIDgg5tfNFAZ5h/umvNAVmLgox/TLHVHWx+Xi7OmYkVOR1OuHWAyjpJC8xjjhM+RD1LRPAM/86r9bTd1Ya+JmudGLVAknvscKDbTNvsUJgXEJcE54vtxdG1y36CWQI5dcTeTBlgHodDKuH6Pg38F5+D2ZFhST/VASPaqFNZ847QL55J/V71mJInMwtxjybdidh/V22owEqnGTdgd4QyJHgeSqbqMisA8GsKfaMxpiuwEIge8JcsBwwcd2lSdCm6fXln/B1sYhMiOm8XDZnB9jh0UblfdeDrxOOMOS9AnplesWgJOQuRig2aneAOFUamlnDWnZIzCHSnn8sCTYy7gTVf7K7tP1UYskUT05tdC/YL1TYbPkm+2noYaqaXadqDpVwUsidLZsiWDbpJTFV4rNukLmtBXpaTzchGBy1T9gUo0TtZ+yrHLAgCsuJ7Mpes4GppvjSSqqC/8CDLggHUFYy9tg1jSIsvou81f7ClMwyy0UEL7ghPKYKJN1zzkSECBzQxlxs16AouJ3GX4Ek1N7TpUoNO+iJjIxFE7qWearo+cQrr4aZ4q7CNNQjpQRUp1Ikqewa4Arz2GQP7YBqDRjG5X/Fynqejnhv/OA5aBsJUG3XTAU4A/+xgqXIaz6o+Y7SYRHoVDohlJOmAHUb8OgGa63w5QPet27B7g1dpaSWBIkA/Fb7OMWM+NCFe+iTJ1CexooKJXvYk+tO2wsq9OtgY+9LsmT87swemIKNW+NLnvJ0jHM0jutC+ImKHedeIJ8vg4P+Rf/rf9haBZvOOCzEN6/JHbkr/vfoVtqrnVQeTTgQXio4/cQUcE4yENEOZfIjQR3N3X822Q2No76kCeE7PccR5pNM1pAO8htKDMy0NWwogMxGjIfh7e6rVKtR7bG86hGcAMf6oTF/qJjKJjUj0yEpOx3Ja9eBFpR5JsDYEdoAiNeaTZJTdMVx76J7BPW2IJ71E6xOkjXU/aKV3AQfwdW4hUinb8bpGdhyxm6FNooZPWlSRPVJMcGUegyUqAYdUiOKwuV5uoWgY3WRa8R4fAU/Fqv3c9zp4gkyp9dK6qmeSD1kxEL2ehs1/dkZQ1gKKoXII3nSYZe58Bf1ZcffiOdM+invaahQLRSxvE6h2/XlgDR5QXO0RZti0JgdfJiJAdJ9wY/XGC0//yz3x78z8UpzHcAGUfqz0IGLNNc59FuzpM0aPW6qHuoPaHfSN9c15dn3SK+HM70JMRKWW0mxfeZ642aLCVZcLh9oEGvHZxUFIQs+aJQAixiV60PEOQ48RhvHGd/3QQqee2BqGV4mSs+cDE544yQHpJwhlh6MEEYjbYdVjEKLvDgFGNftXUe1Q75oNlf3AoefSu4C3nFgjAuhoT8+2XGyO+rEnSnO8OCWcpwodR/6YXz8gQPmEHS43T8PocCRX0cc5+QdmukFP26lngLWLYkksThKasung1eeqvhWwF+v4uGfeN0S3kTc5tVkKOUOMoTvGrNPCKvhtATGOgglGJ+48p3Ld46CW65Qyj+TJmMWre2vW4qxKtueTzZH8nKECs7RWG/nJLZBXy711+OF2HBUlyadwzTCDF1+VFy0nVNfp0CeHrqSf+TJeO7gKhxxC1bIYakWpNzWWeXp9chRrYreGCEdYbAuVLFJRBM+iZgBhETCp1fEVka7spQF4TwPNUcUmouV92EmUR8FsCVVcGjXYt0bA5H4a6yhHZe1a4ZiB8LHJpU9wKXsFKELJeYCz/GqYhD82Nu8YxFVuF5/rviEjkna2EXQIBm7sM6y7plA3lVpmoNrTVGuCjtXvC9KmGXYK9rDL6er9twOaZo2+V1Zl/ONuuw825RCgFtBWmzr9V7AhnDhB8+H1ScPEGGpCIdG6zShufzc5uVZoRFT5N8qMa179CsOhUYToMP3TBdVyGwSCpFljXYDylrhn73198AWWlL5dZ5dAzzaASZLIgohZPLwdmenKx+B9lLqB6BUGqFZR/zPEINPLhjtfPmBgWlvMXhKOnv8kJKaAaqUOnmY7vNsNtL1TiqtRYjw97xBkmzok7kw6JKYvqfxj3sbEj6LgObbz+0VwMBQ7xKnNyn8efrXeaQpZOtYya4gGomEfupaKLFTZgcK8wOrLvXB9YyzjPTyiiQa4kvMFohx/EKriV99e26avWgKLNogNOhRPYNCUk7IAvO3YVUYypz9AUmNBpso75WIQ8EpZVJ8Dgt9P/X7t4aCmv5j++GUdiW1tBJ4fTGegyVgBhC4GwN5Zwp2cZNvRIUbthXeSF2T6i1otON1Oyq6NnAJ5UC8i2+mSpJx0NZblR45lJYMxN0UiRVPhAAVoIUhW4EDaB4ARclQnqZ107ChW0Qc433MCab/s//13Gf4d7CeKTNV1ArYl0hotx2IiJ4SzoFn+jgAirwA0ThY1aDEiH/RInNZJjk0A4NboBCPoIVllUyAR39uDRm50eFN2PzURpUqJxVuWiunijKJYrcbkb5QyD53OpZWznDcW8EhBOEsujxVMZYMXx63pypEffw+Bzqng9ci3Asish6xvLiaYWmfgnaKzxDKi7forC2HPJ1/n0cB9/A+YTDoYvMqRawzcYu4/Rkg3W4QGWaH0bM9RJ9lvPyF6/I0v9vl0ei8f4+wp2DA4f0uulcF7ppflA4I92xQa4Qie1IMc7tVvrbd2pVfm2/99Sa1x3hAU/Mb2QiujBsw6K2IYoRaaRJ0yFfbizh4s3sq1M6jbIRXvuJVQ4qwjUCIFLWfGho+7I93XtCZ/F/pAP/SwzgE1VPoC2KJD/mlt1PTDTz+P4TRdT8q02eDUF5uGuu1eebeMAPSnng0+myORIlALa6GyxEjqWmgakyA6RB3MpnUwSUj9H8MAmWCFp2Ud0yFnrZad0TGMzxKNG2Fz6almswSf6jfC5xwNcdCpKJAqqalTTPeQ4FnOjU3AgLFeJjKPTWkkCsLqxmy/7SNyeB1+Zzqyr758o0rxGXwxFWeSopfeQwgPuxQyv3Mf6iJp9aexwCwMA0sD2/Iq5hrYvxBJkpO03MBMNltYP+uZFSz8jBxRA0+ogH+4GEKWbYpBpJ7iNEAlJSTzhhOBQ3reCkBnganDhF17FIYStspRf4NlHourtXMeauP4V0EmwUq1GJ+8KRJWdQn1z1PvteLEPVMhkGrdNhbUnWVxtDt2LM2ap1KBX6KlG0xOqHOxHT9LCqxIDVcIXL//tQpDQXSCh6jIYnLOI8UOQFbecrn7a45BRta32bHFfweTv+nZGt0ImfkF+Cz8n8Jtv85u/8gqdCPtwsowS2qufiqDBlDO+5o/21Wn9j8s8yDf6mIfig1UqPq5chGOkW+MYdFYejjJ+o0U6pQ8FYmcnn/EtGq2rqMyOKeAn4mEo9gcbd/EPHp1ZNDVQ9T8WqF3k5JGtX9oLMPhOmyqdVMS1XSKSbMQC5ilN3NXjezdUcYuKEN+EFBtdi9BqHLxl7c4vJHLA/MZ5dEdCAPK7nvNG2XKLberkROrwDGoebBrmGalD9e71RUFDoDdbTOTd9HR0DT5Ze3aQ8pzKwcoSiPeyxqaECKi6UsuEy5Gu9dsCqF0n31+bbn1JwD6tSuPguCWjigX/rQStrFfRwWqJM8JoS37+Mj0BT01w8bDbjbXbXqdsWxVpxKhNFSf9ldRZ10zSqICiY/IvSWfDo5lwpJkP/CfmYPUxvDkbEJKL/jQ1bRdTR4f7mbOg0JgMYlXccs5QV3IMWX06eRB/SXQCOLcg7igNBZSyBA+aTDtaAis0gvNZ9t9JD0jf3oNLWKTm8GpI1dWoZkVHfu0MhmlXAg68OTpBbqkmrLu6VivlbBOil38JQyzJ5ktlzpeLdCnbShelljMfKm+6wyWrL2VwHvtiron8pVRouySfuSchlyxTUxY1OKH3roxHlFrs0Vx6XBQ7gv3C3Um6zQ9tnnh2JK7+/rlD2QoM8vxwR3TH6IVxe0980gNCZZUg6u5c5aH7SwljIxUCjXCPU+6ug5ItxsjiClzI/ja58eSUBpe1gmMxZ9YuDF+EDQU0K1IsFsYArrRFkplwC2gJ/q+dKBcSRq1sbzGwtnAFq+H3kxgIiKSOBOUMOqRuRlTPJ54EMWOcSVyA+P9bQATHhybgleXEO3tdrNZV5tg4qOByrhoRmK84Rtq+LPWIkmCi9C6sZX8+gkLeCV6cV1g8ibhNbOSB3E/MZH3TmtrxuMaWblZDgRIaTu12vZhFsB1jdlXvE1WDdCoHvTxuhR+sXjDixgdp+LmzNXkEJoq9fFyUEWwv9CFmJMJqw3i7Qpn0yO827vigHkAc19Kvgpu8rPq/F1Zjx2SZ8JXIquD8lDsNomWUZ1jo6MG/MzLAiUwJsF9BZd0OJ1hmK+OB78UsbPftjNk9XsolUS1tVQflR1k2tvSHQBJVG63SC0FU3+cO5z8iiqgdgIpyiAe/YRlQvlA8Uoxol8vR5MgCdloGgsM5dEFMZXn5nhstjSS1WINTZhX/7HUiyaNR2+aXx+qMWrZwg5nUdZ7on7TyRjo1kMSeg/2MX1FgNwVTiw/FCZEZmaOg6O9Y/jG/AouBo8p5nQiRRBjicVy9cwapT6TX17p+yho+Sg9gC79tCY6PYeHCzpWGfAtyqwrrkrrnreylnO0q4esf0aaEwlRuWTFeTllg6ODbVz3VW19BdLJbxksLmwMXTeHIlDeQyGcqM6KVQx43CPJcDyFvlJ8wQ3flZjef1LE2lwzKPzASKuapBmpEjG21NqGTtCo2OEJctys148nMDPZMRtHXWeCnOqhXjUm/0B/gFuFkQg+bGJMQ5a+2Jh0aL/vFPowxRBKw2SL9L8pxR/XctkmXDpDuUqfMYNJ5njKF3F49hnjywXI+HVER41JQtI1Bj975due9yToVcBYwBW/zs6GV90VBRFoBdcGCZfYM95md1+1rQ3n4wffGogUhqqp+vWv5o5bEeIV1rKGEvYcdngKNPvTuyOOeF9deZ6h7tyq1eIqyfvlF12TLzh0jhcTysQ19cpJxYH7z85UgJiik0j4HeU/SXwdRyeI4nvqwX3dcrLkorl7Kw+WYNu+JfazocIGXZAzPABxtrUDM+uqRDoK+aUpZPfhycJ0sPpyrqg7rR2fqIsuhXLELCvt592nIrdX/Wl+3NddkygrGTyn/tx8gfAd8ya684itYzYWUzowzRvI7EBZCTU5R3+r4r0p9wiwtwCIvDVTduggvIsIddGQSG7OmrKi6I/XxHCmbTehvsK9kiqGsRm+aOG89sLjH9wNSLfW7buEhHVTxqaR3ZzXAB3kE1ICnGb3G4TGZ/lDyhLMxrFxJp4TbBLxlOhf5EqhY1pgu03EXpAbWEAErsxe81P/5z61+dDLwIq+j24jXI4E24bHyYtf5eENWvWMPWGdNPP81QmHkVA6dRmwcAlris71uwkX9mfjUVQAyaF9xSLG4gC0z7enTpcSoK0j9LaKe8ebBFG0FFf4M5wuno8n17ricrqter1+cwTLUfl5r+n8Nt0RLnVJO3r4XiMty5G506b2lfmAXpBTXGLfZQJWC6XjaPphlWBRF762dg3vTf93Smh9zlu1AQd7X8a9amKcZ+vIJ0JH9PNVwAJ6ZgwLx87Y5+hohPTQyvE2zFNQxlXo2D+kHmXkj5tepXfRPwOJ1R2ihdTbAecScEaC49U2QLUCGqHeW/pUm07D72no9hBxUX6Oft1+CMQv5Yptqsr5+hg+X/o0ab4vmlbhPqYY5fwhbMwp7a3Bt34fWGWVwpt50VjwWzWnGqgDAUJU2P/WMkciWsPR+nO5KAU9VViA83PAnfy3BoDPU50Z3FNcDz1Zj4hyWS7mF0TmglaXBZjIJQ7LG9FzKP7A+/L7iDgpXcyt3v6w0/IAu7nWfnyUrUa8WsGxepkbXLt9ihQ59HtZx8rs3QJSSWbGGZScvanjqN9g/g1Whw8RwyN+V9S10VlSngV2Fx12hLdOyNGELWoRujL5BVfTZ/bX+jOif9R5WroFVjiMZbtvtoZ8Ee0AaeAZfc7sZsKu6Vg==