Leadership in times of crisis requires trust, which begins with empathy and respecting the needs of employees and clients alike. What we hear is that they’re looking to us for stability and answers.  From the beginning, we’ve focused on listening to clients, anticipating their needs (spoken and unspoken) and responding with help. We’ve always had a responsive culture – now it’s operating in overdrive.


This week, each Madison team member is reaching out to a client or a colleague to focus on listening and giving undivided attention.

Ask yourself the following questions to sharpen your listening skills:

  • In client and team interactions, am I actively listening and seeking to understand before I react?
  • Am I being empathetic in order to see the problem from others’ points of view? – Am I respecting the clients’ and team members’ opinions and needs?