Mr Miliband declined to say how he expected Labour to do in Thursday's poll, saying he was focused on listening to voters' concerns and not engaging in "political commentary".
Shadow Cabinet Office minister Tessa Jowell told the meeting people were "just not listening" to Labour because they were focused on "the financial anxieties of managing from one day to the next".
To illustrate how things go awry, the authors offer anecdotes from their own emergency rooms, such as doctors who focused on cardiac issues for a woman who has fainted, when listening more carefully to her complaints might have quickly uncovered the real problem: a dangerous infection in her gall bladder.
George for her customer-focused approach, which extended to personally telephoning at least five customers a week, visiting branches and listening in on call center conversations.