But your doctor says your bones won't heal unless you stay put for another week." The patient in this example is much more likely to listen to the nurse than if the nurse simply said: "I'm really sorry, Susan, but you have to stay in bed.
For example, in a hospital a nurse might say, after listening to a patient: "I hear that you are very uncomfortable right now, Susan, and you would really like to get out of that bed and move around. On the other hand, once people feel that their messages and feelings have been heard, they start to relax and they have more attention available for listening. Trying to get your point across to a person who is trying to express a strong feeling will usually cause the other person to try even harder to get that emotion recognized. When people are upset about something and want to talk about it their capacity to listen is greatly diminished. In business (and in family life, too) the person we defeat today will probably be the person whose cooperation we need tomorrow!Īs Marshall Rosenberg reported in his book, Nonviolent Communication, "studies in labor-management negotiations demonstrate that the time required to reach conflict resolution is cut in half when each negotiator agrees, before responding, to repeat what the previous speaker had said." (my emphasis) We probably spend most of our lives trying to arrange agreement and cooperative action, so we need to be concerned about engaging people, not defeating them. But most of us are in a very different situation. Since the debaters and attorneys rarely have to reach agreement or get anything done together, it doesn't seem to matter how much ill will their conversational style generates. In courts and debates, each side tries to make its own points and listens to the other side only to tear down the other side's points. In learning to better coordinate our life activities with the life activities of others, we would do well to resist two very popular (but terrible) models of communication: arguing a case in court and debating. Listening to others helps others to listen. Otherwise, your chances of being heard by the other person may be very poor. When a conversation is tense or difficult it is even more important to listen first and acknowledge what you hear. Our conversation partners do not automatically know how well we have understood them, and they may not be very good at asking for confirmation. Listening responsively is always worthwhile as a way of letting people know that you care about them.
Acknowledging another person's thoughts and feelings does not have to mean that you approve of or agree with that person's actions or way of experiencing, or that you will do whatever someone asks.īy listening and then repeating back in your own words the essence and feeling of what you have just heard, from the speaker's point of view, you allow the speaker to feel the satisfaction of being understood, (a major human need). The kind of listening recommended here separates acknowledging from approving or agreeing. In order to get more of your conversation partner's attention in tense situations, pay attention first: listen and give a brief restatement of what you have heard (especially feelings) before you express your own needs or position.
SUMMARY (repeated from Introduction) Listen first and acknowledge what you hear, even if you don't agree with it, before expressing your experience or point of view. A Workbook & Reader About Cooperative Communication Skills
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