realize that giving someone your complete attention

is a really great gift.

And sometimes that's all that's needed.

rather than jumping into giving an answer or finding a solution.

Just being present and giving someone your complete undevoted attention is a great gift.

Then I think on the second level is more about the individual.

Look, we're not rational beings.

Now, if I want to go through steps that you went through, and I want to get some advice from you, Ben, what advice would you give me as someone, say, running a business and wanting to get more accountability across my client teams and functions?