Projects and resources

• Samaritans02:02The speaker says training for the Samaritans changed his mindset toward active listening rather than telling people what to do.
• Government Service Manual: User research21:37The speaker points to the Government Digital Service as an example of an organisation tuned to users because its people spend time watching users test products.

Concepts

• Developing listening skills02:10The speaker describes active listening as focusing on people rather than imposing views about what they should do.
• Groupthink20:49The speaker says people working together can fall into a groupthink mentality in which everyone assumes their company is the best in its market.