Fisher calls herself a natural listener, which helps to make “not knowing” a positive trait. When first setting up her company, she found the combination of these two traits to be an advantage. As she says, “when you don't know and you're really listening intently, people want to help you. They want to share.” Evidently, she's managed to maintain the vulnerability and receptivity of her original “I don't know,” even as she's become a seasoned leader of an enduring brand in the fashion industry. One of the outcomes of managing by not knowing is, as Fisher says, that “people feel safe to explore their own ideas instead of feeling like they just need to do what you tell them to do.”

Eileen Fisher clothing is structured along simple lines and fluid designs. The same could be said for the way the company conducts its meetings. People sit in a circle, with the intention of de-emphasizing hierarchies and instead encouraging what's called “a leader in every chair.” To create the mindfulness and focus conducive to an environment where everyone collaborates and contributes, meetings begin with a minute of silence. Sometimes an object, such as a gourd, is passed from person to person; the idea is the person is allowed and expected to speak when the object is in hand. The point is that Fisher, like the other leaders discussed in this chapter, has institutionalized very specific processes that help create psychological safety.

Basically, a therapist tries to get at the patient’s viewpoint. The professional listener says: “I am totally listening to everything that you say. You are not totally committed, nor do you need to be, to listen to everything that I say. You might hear many things that I say, that you say, or you might hear little of both. But we are each engaged in arranging different things. You are in a process of rearranging and integrating your new perceptions and calling attention to new ones for you to arrange and integrate.

Listening to intuition is not the act of concentrating on what you think you want. It is not hedonism, a move toward the most pleasurable short-term alternative. It is not giving vent to the inner emotional child left over from your infancy. It is simply paying clear attention, without mind chatter and emotions, to the most appropriate alternative that comes from the creative Essence.

Our speakers seem to tell us that intuition kicks in precisely when they move through the stress and the frustration to a calm, clear state beyond. At that moment, the appropriate action appears almost as a solid conviction: take the case of Robert Medearis. Instead of emotion, he prefers to talk about energy:

I think everybody has a certain amount of energy about them. And I think that one of the critically important things is to allow that energy to take place. Don’t be afraid of it, don’t try to channel it. Let it emerge. Because that energy is the source, it’s the food for the idea… Allow it to ferment, allow it to come out, allow it to bubble up if you will even though you might think that it’s somewhat negative in origin. Allow it to manifest.

How do you know whether you have enough information, enough experience? Advice on this varies widely. R. Buckminster Fuller said, “When in doubt, don’t.” Songwriter and pop recording star Harry Chapin said, “When in doubt, do something.” And former Belgian prime minister Achille Van Ackere used to say, “I act first, then I think about it.”

The answer is to develop your own style; only you know what is right for you in each situation. Each time you experience your own creative resource makes it easier to experience it again. The more you make decisions from Essence, the quieter your VOJ. And the quieter your VOJ, the sharper your observation; you begin to pay attention without worry or mind chatter, and you begin to build up the wisdom to make good decisions. And the more sharply you observe, the more profound your questions. Either you find the problem or it find you.

Donald used the mind-set of curiosity to reframe his complaint, “Why the hell am I doing this?,” into a new question, “What is so interesting around there that it keeps all these people coming back to this company day after day?” He followed that question into lots of Life Design Interviews with his colleagues, looking for the ones who were really enjoying themselves and had figured out just what the hell they were doing there. When he combined his insights from those stories with the results from his Good Time Journal, the pattern was clear. The way to get re-energized was to refocus on the people. He discovered that he wasn’t in the wrong place, he was just in the wrong state of mind. He’d gotten so preoccupied with the what and the how of business success and family responsibilities that he’d completely forgotten the why and the who. He reinvented himself without having to change anything about his situation. Reframing his work from “getting the job done” to “creating a dynamic culture where my employees love their work” was transformative.