Most people communicate from a single perspective—their own.

But the best leaders, customer-facing employees, and sellers do something different. They operate with Dual Perspective—the ability to see a moment through both your lens and the other person’s at the same time.

It’s not just empathy. It’s not just strategy. It’s a practical shift in how you present yourself, communicate, and lead the moment.

It’s what makes a good rep great with customers.
It’s what makes a strong manager truly effective with their team.
And it’s a skill you can develop.

1. Know the Person, Not Just the Situation
You can’t operate from Dual Perspective if you only focus on the moment in front of you. Whether you’re selling, coaching, or solving a problem, you need context about the person—not just their role or issue.

In sales, that means asking questions and listening to what matters most to them. In leadership, it means recognizing that two employees with the same challenge may need very different support.

My standard: I want to know at least three things about the person before recommending anything—likes, dislikes, goals, concerns, or past attempts. That habit ensures I’m not guessing; I’m grounding the conversation in their world.

2. Frame from Their Side First
Most people present from their own perspective:

• “This product is new.”

• “This will help you hit your goal.”

• “This is what I need from you.”

But people with Dual Perspective ask, “How will this land for them?”

What if you shaped your words to match the other person’s mindset? You’d still make your point, but it would connect more deeply.

• “This will fit perfectly and look great on you.”

• “Let’s look at what’s getting in your way, and how to fix it.”

• “Here’s why this matters to you.”

3. Speak in “We,” Not “You” or “I”
Instead of:

• “You need to improve this.”

• “I need you to get this done.”

Shift to:

• “Let’s work on tightening this up.”

• “We can turn this around.”

• “Here’s what we’ll focus on next.”

In customer service, it’s the difference between:

• “You’ll need to contact support for that.”
  vs.

• “Let’s get this resolved. I’ll walk it through with you.”

That one word—we—moves the conversation from pressure to partnership.

4. Create a Shared Next Step
Dual Perspective isn’t just about connection; it’s about momentum. The best service and leadership moments end with aligned action, not just agreement.

• “Here’s what I’d recommend based on what you’ve told me.”

• “Let’s test this approach and check in after a few days.”

• “If you like this, I can get it scheduled for delivery today.”

The Bottom Line
Great leaders and customer-facing employees don’t just see the moment through their own eyes. They lead with Dual Perspective—understanding the other side and moving forward together.

You’re one action away. Starting today.