Things I learned assisting at Landmark Worldwide

From 2014 to 2018, I assisted at Landmark Worldwide. The organization evokes varied responses, but I am grateful for the time I spent there. It was a period where I gained valuable insights about myself and others. Two lessons, in particular, stand out:

1. Answer the Question

During my time at Landmark, I noticed a recurring pattern: people often don’t directly answer the question posed to them—including me. For example, when asking a simple yes-or-no question, I frequently received lengthy explanations instead of a straightforward answer.

I recognize I had the same tendency. Now, when writing or responding to emails, I pause to ask myself, "Did I answer their question?" If the answer is no, I revise my response to address their query directly. Often, this reduces a lengthy email to something concise like, "Yes, I did." or "No, I did not."

Though it still frustrates me when others avoid directly answering my questions, I remind myself that I have the training, and they might not. So, I focus on ensuring that I respond clearly and directly.

2. Let People Speak

Clients call me with IT issues. Their descriptions are sometimes unclear, or they share irrelevant details. In my domain, I’m usually a few steps ahead, which used to make me impatient. I would try to interject with clarifying questions or solutions. However, this approach often led to both of us talking over each other, escalating frustrations.

I’ve learned to let people say what they need to say. By actively listening, I create space for them to feel heard. This not only builds trust but also makes them more receptive when it’s my turn to explain or offer a solution.