Tag Archive for: listening

Dialogue Gone Wrong

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I am a lover of words, a lover of conversation, someone who is incredibly interested in learning new things. And I often do my learning via story, as many of us do. I am also a story teller, a person who revels in teasing out the details and painting a picture and explaining (over-explaining, “selling past the close,” as my husband says sometimes) in order for others to understand.

And so when my words are misconstrued, I get frustrated.
When my stories are interrupted, because the listener thinks they already know what I’m saying, or they’ve formed some opinion that is counter to mine, I get even more frustrated.

When I watch the interruption be compounded by other voices piling on, interrupting other speakers, or further taking my comments away from where I would have had them go, I often go in to defensive mode and try to swing it all back to where I started.  Unfortunately, that is where I lose the purpose of the dialogue and make things worse.

Listening is a difficult thing to do, especially when we have been taught that we show our intelligence by challenging others’ versions of things, by demonstrating our knowledge and talking, talking, talking. So much of what we do as human beings is try to convince others that our viewpoint is the best, the most accurate, the “right” one. Often, we get so attached to our own perspective that we take it personally when someone doesn’t agree with us, isn’t awestruck by the story we’ve told that illustrates why our reality is so much more valid than the one they presented.

As I get older, I am beginning to think that intelligence doesn’t lie anywhere near the realm of talking. When we rush to interrupt someone else and inject our own version of things, we aren’t showing our cleverness, we are demonstrating our need to be heard rather than a desire to learn.

It is difficult, but I think that the people who are the most intelligent are those who are quiet, who listen with a clear mind and ask thoughtful, clarifying questions. When someone else is talking to us, they are attempting to explain something that we don’t already know, that we may not have experienced. If we are to truly engage in a mutually satisfying exchange, it is imperative that we seek to understand, not race to respond.

This is especially hard to do in group settings. Often, the need to prove ourselves takes over and we first engage in body language that is assertive (eye rolling, head shaking, leaning in and opening our mouths in anticipation of ‘our turn,’) and then label (“that’s racist,” “that’s wrong,”) or use superlatives like always/never, or make it personal (“that’s not my experience; here’s something I did/said/saw that proves your experience is invalid/inaccurate/wrong”). We are bolstered by others in the group whose body language seems to support us and once we make it personal or begin exaggerating with superlatives, the conversation becomes less about learning and more about picking whose side you will be on. It is nearly impossible for anyone to leave a conversation like that without feeling as though they’ve had to choose between two very different ideas. It is also nearly impossible for either of the proponents of those ideas to learn from the other. They’ve effectively set themselves up to react emotionally and defend their position to the death because it is now personal. Their very ego is tied up in the outcome. If my position is “better,” I am a smart person. If my position “loses,” I am a stupid person.

Unfortunately, I don’t often recognize that this is what is happening in the moment. Generally, all I feel is a sense of unease and frustration and then an overwhelming urge to defend myself, prove myself. It is not until later that I can ask myself the question, Why did that bother me so much? Why can’t I let it go? Generally, it is because I feel misunderstood and what I wanted more than anything was to be heard and understood. It wasn’t about being Right or Wrong, it was about an exchange of ideas. The thing is, when I am listened to in that way – when people can pause a moment after I’m done speaking and then ask questions to clarify (vs. questions designed to challenge) – I am more likely to solicit ideas from them because we both want the same thing – to learn something we didn’t already know.

I am amazed at the habitual way we have conversations, even with those we call friends and family, who we trust. I know that showing up in this way is critical to strengthening relationships and that it is hard work and takes a lot of practice. I am sometimes upset that I need to work so hard at it, but I also hope that if others in my life are also striving to get better at really listening, maybe we can all reinforce each others’ efforts.

Stephen Hawking and The Ghost Boy

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Stephen Hawking. Photo by NASA

I’ve been thinking a lot about communication lately. I just finished reading Ghost Boy by Martin Pistorius. It’s the story of Martin, who succumbed to a mystery disease when he was a young boy that put him into a coma for two years. When he “awoke,” he was unable to speak or move any part of his body other than his eyes and some minimal movements of one hand. It took years before someone was able to assess him for brain damage and fit him with a computer device that enabled him to communicate with the world and everyone was shocked at how much he was aware of and understood during the time he was mute and paralyzed.

I have to say, the book wasn’t my favorite, literarily-speaking, but it did spark a lot of thought processes in my head.  And ultimately, it led to me watching The Theory of Everything last Friday night. I have loved Stephen Hawking’s brain since I first read Black Holes and Baby Universes for fun in high school. (Yes, I was that nerd). I went on to read “A Brief History of Time” and was completely hooked.  His story was different, in that people knew he was brilliant before he began struggling with the symptoms of ALS and could no longer speak or take care of himself, but I was still fascinated by how heavily verbal communication weighs in our assessment of each other as human beings.

I remember when my grandmother was rendered mute by Alzheimer’s disease. Although she had been increasingly confused prior to that time, it was still confusing to me whether or not she understood the lion’s share of what was going on around her. I recall thinking that I would go crazy if I were trapped inside my own head and body, unable to respond or make my needs known.

As a young mother, I recognized my infant’s frustrated cries as just that – a desperate longing to tell me what she wanted and to have some control over her world.  Fortunately for her, normal developmental progression let her gradually gain that control. But until she could, I had to change my response to her by listening in a different way, paying attention to her body language and context, the time of day and where her eyes moved. I had to trust that she was doing her best to communicate with me and it was on me to slow down, change my expectations, decipher the clues.  When I came from a place of love and genuine desire to know, while it was often challenging and crazy-making, I was able to be more patient.

Some of the stories Martin told about how he was treated by caregivers in various care homes were horrifying. The lack of humanity he was shown simply because he was unable to speak or move his body the way he wanted to made me sad. And it made me think about how often we expect others to communicate with us in the ways we are accustomed to, instead of thinking outside the box. Fortunately, there are those out there who are committed to finding ways to help people like Martin and Stephen Hawking express themselves.  As for me, the next time I encounter someone who doesn’t communicate exactly like I do, I hope I’ll have the presence of heart to slow down and find another way to listen.

Listening to Stakeholders

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It is often hard to remember that listening is the best first step to creating solutions, especially when the solutions are not for us, personally. The older I get, the more I understand that listening is truly the best first step in nearly every situation, though, whether it’s meeting someone new, planning a project, walking with a friend.

If we don’t listen, it’s easy to forget that someone else’s perspective might be incredibly valuable.  Last October, Gloria Steinem told this story to a room full of people I was lucky enough to be in.

She had traveled to Africa to attend a summit on sex trafficking with many, many organizations and governmental representatives all gathered together to come up with ways to combat this rising challenge.  During a break in the meetings, she was approached by a woman who asked her to travel with her to a small village where several women had recently been lost to this trade. Gloria was flattered and shocked, unsure of what she could do to help this small village, much less how she would manage to communicate with the villagers, but she went.

She described a scene where a feast was prepared and blankets spread out on the grass, with all of the women in a circle ready to address her.  Translating their concerns was difficult, but they found a way to get their request across – the women of the village wanted elephant fences.  Gloria was confused. What do elephant fences have to do with sex trafficking? The women explained:

The livelihood of this village was largely dependent on growing maize.  Over time, though, as elephant habitats become smaller and smaller, the elephants discovered the fields of maize and came  to the village to feed on them.  This left the village in dire straits – they had not enough maize to feed their own families, much less to sell to others.  It is because of this that three young women traveled to the nearest large city to find work to send home money to support their families. When they arrived in the city, they were kidnapped and sold as sex slaves.  The rest of the villagers reasoned that if they raised the equivalent of a few thousand dollars to erect fences that would prevent the elephants from eating their maize, they could keep their young women from having to leave the village to find work.

Gloria was stunned by this simple solution – one that nobody at her enormous conference would have come up with. She traveled back to the city and worked for several days to raise money to build the fences.   More than that, she demonstrated the power of listening. By traveling to the village to hear the ideas of the people most affected, she was enabling them to empower themselves and helping them find a way to prevent their girls from being sex-trafficked.  It is not a solution for the many, to be sure, but for this village it was monumental. And it cost mere pennies compared to the proposals being raised at this multinational conference, most of which were not preventative solutions, but punitive ones for the traffickers themselves.

I am so often struck remembering this story as I read stories in the news about government agencies or non-profit organizations who are puzzling over potential solutions to poverty, hunger, major health issues, and violence in particular countries or communities. The first question I ask myself these days is whether the folks with the leverage and money to provide help have asked the communities in question for their stories, their ideas, their solutions. Bringing American-style answers to questions that exist in non-western countries may turn out to be wasteful or overkill and it may well be that if one or two people listen to the individuals living with the struggles and ask for their perspective, they can come up with simpler, more comprehensive solutions.

It seems obvious, but it is so easy to get caught up in our own viewpoint and the belief that wanting to help is enough. I do the same thing with my kids all the time, swooping in to offer advice or put into place some new system that I think will fix a pervasive problem in our household without asking them what they think. And, especially when it comes to kids, I think adults do that a lot. I watched my daughters’ middle school revamp their dress code four times in four years, having discussions with staff and administration, parents and board members, but it wasn’t until they listened to the students that they came up with a solution that everyone feels good about. It was a student that got so frustrated she crafted a PowerPoint Presentation to illustrate the issues and potential solutions, and it took a month of student council meetings to come up with a new set of guidelines that has everyone breathing a sigh of relief. Four years (at least). Four years of meetings, research, discussion, fiddling with different ideas, and nobody was happy.

I have a photo of an elephant fence tucked inside my nightstand as a powerful reminder that listening is one of the most effective, efficient things I can do every day. Even if I see my strengths as collaboration and a strong desire to help, it turns out that the best way to do that is by asking the stakeholders what they think, no matter who they are.

Taking the Toddler Approach

As I listened to the girls snipe at each other on the way home from school the other day, instead of allowing my blood pressure to rise, resisting the urge to insert my words into the cacophony of chaos and swirling anger, I detached. I listened.  I traced the progression of hurt, fear, anger, misunderstanding.  Later, as Lola set the table for dinner, a new argument erupted and I again noted the path from misinterpretation to rage and a thought began to crystallize.  A question:

What if, at any point during the escalating war of words, one of my girls stopped to ask ‘why?’

  • Why would she say/do something like that to me?
  • Why does it bother me so much?
As an observer who knows both of my girls and their developmental stages intimately (Lola – fearful of transitions and just starting a new school, living in a new house and neighborhood and meeting all new friends. Eve – nearly thirteen and experiencing everything as if it were personally aimed at her and her burgeoning identity and having her younger sister encroaching on her school territory for the first time in years), I can instantly spot the moments where perception and interpretation is everything.  I can see where a word was misheard or an intention assumed that wasn’t there.  But by the time I wedge my perspective into the middle, the harsh words have already inflicted pain and harm and the fight is no longer able to be stopped.  
A few months ago I heard someone say, “Most people listen with the intent to respond rather than the intent to understand.”  I felt myself in that realization.  I cringed as I looked back to the numerous times I had barely been able to hold my tongue until the other person took a breath before I inserted my story/wisdom/advice/perspective.  I was embarrassed. Fortunately, that uncomfortable feeling soon gave way to curiosity.  How much information and clarity am I missing by not seeking to understand what someone is telling me? How often am I arresting their narrative by shifting the focus of the conversation to what I have to say?  
All it takes is ‘why.’ 
For those of us who have been around young children and toddlers, whether as aunts and uncles or parents or teachers or grandparents, we recall with enormous sighs the days of “Why.”  The days where every answer or statement is met with the question, “Why?”  Where no amount of information is ever enough.  We have all been pushed to our limits of patience and, often, knowledge, by the rapid-fire inquisition of a curious child.  And while that is exhausting and often annoying, I wondered the other day if it isn’t something we all ought to be doing more of as adults – asking why.  
I think that the power of why lies in its ability to stop the ego-centric notion that most of us walk around with all day long, that everything that happens around us or even to us is about us.  That the checker at the grocery store who appeared to roll her eyes at me might have entirely different reasons for doing so than I originally think.  Why would she do that?  Maybe her contact lens slid off to the side of one eye and that’s how she gets it back on track.  Perhaps she heard something on the radio in the store that I didn’t key into. Or maybe, yes, maybe she thinks I’m annoying for some reason.  Okay. Why does her eye-rolling bother me? Because I feel judged by her? Because I was actually being somewhat annoying by insisting on something extra and I feel a little guilty about it?  Because I got in a fight with my teenager this morning and I’m feeling a little emotionally fragile?  
I haven’t solved my issue here, but I have given myself a moment to breathe by asking the questions, and I have also considered things that give me more information about the way I am feeling.  The important part is that I haven’t assumed anything that might send my mood spiraling out of control or cause me to growl at the checker when she may not deserve it.  
I haven’t broached this subject with Eve and Lola yet because I wanted to test it out on myself for a few days first.  So far, I have learned a few things:
  1. Asking, “Why?” gives me the opportunity to step back from a biting remark uttered by one of my children and acknowledge that there might be a reason she is being snarky right now. It doesn’t excuse the behavior, but it does allow me to consider whether or not she has had a bad day and refrain from taking her remark as a personal slight.
  2. After this momentary breather, I am often able to ask “Why?” out loud which gives the other person a chance to examine their own behavior and either explain to me something I may have misunderstood or realize how it sounded.  It also gives them the impression that I am willing to stay engaged in the interaction in a positive way, listening and truly trying to understand, and it often has the effect of turning the conversation around.
As a child I was known as a chatterbox and, feeling impotent to change that or battle the label, I embraced it.  At the age of 40, I’m beginning to see just how much I may have missed out on by not staying quiet more often and simply listening.