Ah, yet another layer to the alchemy of leadership. Leaders always make time to work the phones. But leaders are also great talkers. You can't be a leader these days and be the strong, silent type. You have to be an endless talker, a tireless communicator.
Leaders listen intently.
Leaders listen to what the market is saying, to what the customer is saying, and to what the team is saying. No, you don't have to do everything that your constituents demand that you do. Intent, tuned-in listening engenders empathy, creates connectedness, and, ultimately, builds cohesiveness. When the crap hits the fan, as it inevitably will, those are the qualities that will see you through. Listen while you can so that you can lead when you must.