The common thread in both the COVID-19 pandemic and the racial unrest sweeping America is that both crises happened because leaders failed to do one thing: listen. With coronavirus, the failure was immediate, hobbling what should have been an effective early response. In the case of the racial-justice protests, the failure to listen compounded over decades of police abuses, and the dam of national outrage finally broke following the murder of George Floyd in May. Amid the anguish and loss brought on by these cataclysmic events, many are striving to learn how to avoid repeating them. The most important way to do that, we feel, is to learn how to listen. It’s a lesson that all organizations must take to heart, both during a crisis and before one even starts.