Your Greatest ServiceNow Skill... Might Not Be Technical

The kickoff is done. The energy is high. The roadmap is clear. And now… the workshops begin!

As ServiceNow consultants, this is our moment. We thrive on educating clients about the platform’s capabilities. We live for it. We wax poetic about out-of-the-box functionality, best practices, and the power of digital transformation. It’s exciting to see clients lean in, ask questions, and engage with curiosity.

And often, we already have the answers. We’ve seen the use case before. We know the module. We’ve solved the problem.

But here’s the question: Did we really listen?

Listening Is a Superpower — But It’s Not Automatic

In the rush to respond, it’s easy to miss the nuance. The verbal cues. The hesitation. The real question behind the question.

• Did we pause to hear the full context?
• Did we set aside our assumptions?
• Did we ask clarifying questions?
• Did we truly pay attention?

If you’re thinking, “Yes, that’s me,” — don’t be hard on yourself. Listening is a skill, and like any skill, it takes practice. We’re taught to read and write, but rarely to listen.

So How Do We Get Better?

Here are four simple but powerful ways to strengthen your listening muscle — and drive better outcomes in every workshop:

1. Pay Attention

It sounds obvious, but it’s deceptively hard. Set aside distractions. Focus on the speaker. Suspend your internal dialogue and tune in fully.

2. Show You’re Listening

Use open body language. Nod occasionally. Offer verbal cues like “yes” or “uh-huh.” Most importantly, be patient. Let the speaker finish before jumping in.

3. Let Them Know You Heard

Paraphrase what you heard. Ask clarifying questions. Summarize the main points to confirm understanding. This builds trust and alignment.

4. Respond Thoughtfully

Once you’ve truly understood the speaker’s perspective, respond with intention. Tailor your answer to their context — not just the textbook solution.

Listening Leads to Better Solutions

When we listen deeply, we don’t just deliver a platform. We deliver transformation. We build relationships. We uncover the real needs behind the requirements.

So, as the workshops begin, let’s bring our best selves — not just as experts, but as listeners.

Because in the end, the most powerful ServiceNow capability might just be… you.