A
lot has been written about the importance of LISTENING and EMPATHY and with
good reason. They form the foundation for any meaningful communication and
consequently a meaningful relationship. However there are two more elements
which have been highlighted less often, but can make the difference between building
a meaningful relationship and undoing one that already exists. These elements
are PERMISSION and ACKNOWLEDGEMENT and they work best when combined with good
LISTENING & EMPATHY.
Let’s
look at PERMISSION. We do not visit people’s homes unless they invite us, we
don’t take part in meetings unless we are required to, we don’t visit clients
unless the client agrees. Then why is it that we enter more intimate spaces
like someone’s personal space without permission? Think about it. Do we give suggestions
on personal improvement without being asked? Offer advice on behaviour when
unsolicited? Or make judgements about individuals or their actions/choice and
insist on sharing it with them, without permission? The answer is often YES. Most
of us are guilty of the above actions every once in a while. It doesn’t imply
that our intentions are malicious; on the contrary, we often mean well and want
to help! But in the process we leave people feeling hurt, upset, angry, annoyed
and/or violated, albeit unintentionally, and effectively prevent a relationship
from blossoming.
Let’s
look at an example. Two colleagues meet at the office cafeteria. They have met
a few times and have chatted at the cafĂ© before, but other than that, they haven’t
had many interactions. They happen to meet again after a couple of weeks and
following is the conversation that takes place between them:
Allie: Hey, how is your fitness regime
going?
Rachel: It’s been OK. I go to the gym
twice a week, though the original plan was to go 5 times a week...
Allie: Why? What happened?
Rachel: Nothing in particular. It’s just
that there’s so much work at office, by the time I get home I have no energy to
go to the gym
Allie: You know there is this great home
workout video I came across a few months back. It’s very inspiring! You could
try that instead of going to the gym!
Rachel: Well, may be. But I find home
workout videos overrated.
Allie: But this one’s very good! And you
don’t even have to go to the gym; you can do it at home. You don’t waste any
time travelling.
Rachel: Hmmm. But going to the gym ensures
that I have somebody to work with and it’s customized.
Allie: But at least have a look at the
video. How will you know unless you try it?
Rachel: err… OK, may be... How is your team
project coming along?
Does
that conversation sound familiar? It’s a conversation all of us have at
different times and with different people. The subject may change but the
pattern remains the same.
So
let’s see what’s happening here. It is obvious that there has been a discussion
about Rachel’s fitness between the two of them, sometime in the past. As they
meet now Allie wants to simply check on Rachel’s progress. Allie’s interest, in
Rachel, in itself shows good intent and helps foster a sense of comradery
between the two. Clearly Allie cares about Rachel enough to remember what’s
going on in Rachel’s life. But do you notice that soon after Rachel gives the response
to the first question, how Allie takes the conversation forward? What’s
happening at this point is interesting and critical in understanding PERMISSION.
While Rachel speaks about how her regimen is not going as planned, Allie has
moved on to finding a solution, for what she thinks is Rachel’s challenge. Please
note that Rachel hasn’t asked for any opinion or suggestion. Consequently Rachel
starts to feel uncomfortable as she views Allie’s unsolicited suggestion as an
indication of being judged, for choosing a less effective workout regimen. She
sees Allie as crossing an invisible line, entering a space she hasn’t been
invited to, while Allie is mostly unaware of this line and rushes in with the
enthusiasm of a well-meaning school teacher. As she unwittingly barges in, Rachel
politely tries to nudge her back and Allie in the role of a self-appointed
solution finder, fails to see Allie’s resentment and annoyance lurking under
the surface. When Allie does feel some resistance, she runs in once again, till
such time that she finds herself against the invisible door between herself and
Rachel, which is now firmly shut. She is eventually forced to give up, feeling
a little disoriented, confused and maybe hurt, by Rachel’s less than
enthusiastic response to her well-meaning suggestion.
You
may have noticed where permission is meant to come into the above scenario. But
before we explore PERMISSION let’s take a quick look at something that comes in
before permission and that is ACKNOWLEDGEMENT. When Rachel responded to Allie’s
question about the progress of her fitness regime, it was Allie’s
chance to acknowledge Rachel for her efforts. She should have acknowledged Rachel
for taking action. She could say something like ’Well
done for enrolling to the gym and working out for all 5 days for the first week’.
By doing this Allie acknowledges and appreciates Rachel for what she did do
(rather than focusing on what she didn’t), because taking the all-important first
action that gets things moving, is where many of us fail and Rachel showed
commitment in going through that part. Now in case you are wondering why Allie
should care, then you should also ask - if
Allie doesn’t care then why make suggestions in the first place? But let’s
stick to the assumption that Allie does care. With acknowledgement, Allie has
let Rachel know that she genuinely cares.
Moving
on from AKNOWLEDGEMENT. Allie has this
idea, which she truly believes could work for Rachel. However before she offers
this suggestion, it would help to ask if Rachel would like to hear her
suggestion. She could say something like ’I sense that you could use some help
to stick to your regimen. If its ok with you, may I share a thought that came
to mind?’ What’s the worst that could happen? Rachel may say NO. And if she did
that, at least Allie would not waste her time giving unwanted advice. On the
other hand if she said YES then Rachel would be more willing to consider the
suggestion coming her way. Allie should follow up her suggestion (’There is this great home workout video I came
across a few months back. It’s very inspiring! You could try that instead of
going to the gym!’) with the question ’What do you think?’ By doing that, Allie
gives Rachel the space to not take up the suggestion unless she wants to,
without any negative impact on their relationship. This example does not imply that Allie
has identified Rachel’s issue correctly or guarantee that Rachel will follow Allie’s
advice, if she agrees. But that’s not the point, this example is meant to
highlight how, at this juncture Allie’s relationship with Rachel is still
intact and Allie has been respectful of Rachel’s personal space, which is often
an overlooked aspect while communicating.
Coming
back to the question about whether Allie really cares enough about Rachel to
acknowledge what Rachel has achieved? If the answer to that question is NO,
then why she would offer a suggestion to Rachel at all?? The reason could be
because Allie wants to be SEEN as knowledgeable or helpful or then she is just
getting carried away with her own flow of thoughts; none of which are of any
use to Rachel. This can happen especially in conversations with colleagues,
with whom, our relationship is not yet deep. But watch out! Even when the
intention is to help, we could be treading on toes inadvertently. As the saying
goes - The
road to hell is paved with good intentions!
Let
us now reflect on our own behaviours. How often are we aware of our intent when
contributing to a conversation? How often do we ask permission before giving
suggestions or opinions to people about personal matters or on matters we have
had little to do with. If you are one of the few who are sensitive to these
aspects (to your own intent and to others needs) then congratulations, well
done! And if you haven’t considered it before, give it a shot now! When someone
opens up to us, they are letting us into their lives, they are sharing a part of
themselves. This is a precious gift and we have a responsibility to handle it
with care. So think before you speak,
acknowledge others’ achievements (even small ones) and take permission before
making a suggestion or giving an opinion and be the one who lights up the neurons that spark
happiness and warmth in people! It works with colleagues, spouses, partners,
parents, children, friends, relatives and just about anyone. By doing this, we
give ourselves a chance to filter our own responses, assumptions and opinions that
we may end up imposing on others. While it may take some conscious effort in
the beginning, the more we practice this, the easier it gets. Use this often
enough and you will notice how you become a better communicator and help
relationships become more fulfilling!
By Divya Thampi