During the three years I spent researching and writing a book on closing the gap between what’s said and what’s heard, I learned how ubiquitous listening challenges are: we have a hard time understanding each other.
It’s not because we don’t try, or because we don’t care. It’s because we can’t. Our historic personal experiences, mental models, and cultures makes it almost impossible to accurately hear others outside of our own ingrained biases, assumptions, and triggers. Of course we want to, and we certainly try. But our brains actually keep us from translating another’s words accurately.
OUR BRAIN CIRCUITS INTERPRET FOR US
Here’s the deal: our brains won’t let us listen without bias. With our restricting viewpoints and hot-buttons, histories and assumptions we communicate using the only baseline we have – our world views. This causes us to pose biased questions and make faulty assumptions, overlooking the possibility that our Communication Partner (CP) may not have similar references and can’t translate our messages accurately. For some reason, we all assume that using the same words implies we’re defining them the same way. But that’s not true at all.
Unfortunately, our brain causes the problem. It translates what’s been said into what’s comfortable or habitual for us regardless of how different the translation might be from the speaker’s intent.
Here’s what happens: Words enter our brains as meaningless vibrations (literally puffs of air) and get sent to synapses and circuits that are close-enough miracles. When there is any type of mismatch, our brain doesn’t realize it has misunderstood, or mistranslated the Speaker’s intent and actually discards the difference between what was said and how our unconsciously selected circuits interpret it! As a result, we might actually hear ABL when our CP said ABC and we have no reason to think what we we’ve ‘heard’ is faulty.
I lost a partnership this way. During a conversation, John got annoyed at something he thought I said. I tried to correct him:
“That’s not what I said.” I told him.
“I know what I heard! Don’t try to get away with anything here!
“But I didn’t say that at all!”
“John, I was sitting right here. She’s right. She never said that,” said his wife.
“You’re both lying!!! I’m outta here!!” And he stomped out of the room, ending our partnership.
It’s pernicious: our brains select a translation for us, reducing whole conversations and categories of people to caricature and subjective assumption. The resulting misunderstandings, misinterpretations, and flawed presumptions cause communication and relationship problems throughout our working and personal lives.
But to distinguish what’s meant from what we think we hear, to experience what others want to convey when it’s out of our experience, we must recognize the error, and make a concerted effort to connect. This begins with asking:
Did I hear you accurately? I’d like to repeat what I think I heard, and please tell me if it’s accurate or correct me. Thanks.
The next step is to make sure there is common ground. And here is where it gets tricky: how is common ground possible when folks are from different cultures and backgrounds? How is collaboration and mutual understanding possible, especially with folks outside of our normal personal or professional tribes?
HOW TO DO HOW
We need a way forward to find common ground to listen to each other and come to consensus with action steps to help us all heal. I’m going to offer some steps for us to dialogue and reach win/win consensus. But first I’ll offer a few foundational truths:
I’ve put together a few action steps to begin to dialogue with those we’ve historically sat in opposition to. I also recommend that our conversations must work toward win/win. I call this a We Space.
Get agreement for a dialogue: It’s likely that you and your CP have different goals and life experiences. Begin by agreeing to have a conversation to do nothing more than find common ground.
Set the frame for common values: We all have similar foundational values, hopes and fears – they’re just different. Start by ‘chunking up’ to find agreement.
Enter without bias: With limiting beliefs or hidden agendas, there’s no way to find commonality. Replace emotions and blame with a new bias, just for this conversation: the ‘bias’ of collaboration.
Get into Observer: In case you have difficulty overcoming your biases and filters, here’s a physiological ‘How-To’ that comes straight from NLP: in your mind’s eye, see yourself up on the ceiling, looking down on yourself and your CP. It will virtually remove you from the fray, and offer an unbiased view of your interaction – one step removed as it were. One way to do this is to walk around during the conversation, or sit way, way back in a chair. Sitting forward keeps you in your biases. (Chapter 6 in What? teaches how to do this.)
Notice body language/words: Your CP is speaking/listening from beliefs, values, history, feelings, exhibited in their body language and eye contact. From your ceiling perch, notice how their physical stance matches their words, the level of passion, feelings, and emotion. Now look down and notice how you look and sound in relation to your CP. Just notice. Read Carol Goman’s excellent book on the subject.
Notice triggers: The words emphasized by your CP hold their beliefs and biases. They usually appear at the very beginning or end of a sentence. You may also hear absolutes: Always, Never; lots of You’s may be the vocabulary of blame. Silence, folded arms, a stick-straight torso may show distrust. Just notice where/when it happens and don’t take it personally – it’s not personal. Don’t forget to notice your own triggers, or blame/victim words of your own. If their words trigger you into your own subjective viewpoints, get yourself back into Observer; you’ll have choice from the ceiling. But just in case:
Summarize regularly: Because the odds are bad that you’ll actually hear what your CP means to convey, it’s necessary to summarize what you hear after every exchange:
‘I’ statements: Stay away from ‘You’ if possible. Try to work from the understanding that you’re standing in different shoes and there is no way either of you can see the other’s landscape.
Get buy-in each step of the way: Keep checking in, even if it seems obvious that you’re on the same page. It’s really easy to mistranslate what’s been said when the listening filters are different.
Check your gut: Notice when/if your stomach gets tight, or your throat hurts. These are sure signs that your beliefs are being stepped on. If that happens, make sure you get back up to the ceiling, and then tell your CP:
Get agreement on the topics in the conversation: One step at a time; make sure you both agree to each item, and skip the ones (for now) where there’s no agreement. Put them in a Parking Lot for your next conversation.
Get agreement on action items: Simple steps for forward actions should become obvious; make sure you both work on action items together.
Get a time on the calendar for the next meeting: Make sure you discuss who else needs to be brought into the conversation, end up with goals you can all agree on and walk away with an accurate understanding of what’s been said and what’s expected.
Until or unless we all hold the belief that none of us matter if some of us don’t; until or unless we’re all willing to take the responsibility of each needless death or killing; until or unless we’re each willing to put aside our very real grievances to seek a higher good, we’ll never heal. It’s not easy. But by learning how to hear each other with compassion and empathy, our conversations can begin. We must be willing to start sharing our Truth and our hearts. It’s the only real start we can make.
Sharon Drew Morgen is a breakthrough innovator and original thinker, having developed new paradigms in sales (inventor Buying Facilitation®, listening/communication (What? Did you really say what I think I heard?), change management (The How of Change™), coaching, and leadership. She is the author of several books, including the NYTimes Business Bestseller Selling with Integrity and Dirty Little Secrets: why buyers can’t buy and sellers can’t sell). Sharon Drew coaches and consults with companies seeking out of the box remedies for congruent, servant-leader-based change in leadership, healthcare, and sales. Her award-winning blog carries original articles with new thinking, weekly. www.sharondrewmorgen.com She can be reached at firstname.lastname@example.org.
Sharon Drew Morgen February 7th, 2022