I’m so proud of my client! Let’s call him John.
Over the past three months, John has been successful in adapting his communication style and effectiveness so much that it’s noticeable to (and appreciated by) his colleagues and superiors. Quite simply, he has started to use inquiry + listening for understanding before disagreeing or talking.
John is passionate about his work. He’s also incredibly smart. However, he had been getting mixed feedback about his communication style in meetings. Seems that some of his colleagues felt he talked too much and took too long get his thoughts out. Others believed he was thoughtful and measured and thorough. (Long-windedness is apparently in the ear of the beholder!) He was confused and frustrated, unsure of how opinions (gathered in a 360 performance appraisal) could be so divergent.
His boss reached out to me, hoping I might be able to help him communicate in a way that is more collegial and concise. She told me John is a highly skilled and valued manager, but that his style in meetings verged on pontificating and many found it overbearing. She had talked to him about it, and they agreed to get him some coaching.
Luckily, John was super self-aware and also motivated to improve. When we began working together, he and I dove into why and how he tended to make his longer, more involved points during meetings. Turns out, it came from a sincere place – his passion for his organization’s work and his drive to achieve good outcomes. Fair enough. What we worked on was basically audience-centricity, or putting the audience first. We did that in three ways:
- Using inquiry: Asking questions of other people so he could draw out context, examples and perspective. It helps avoid misunderstandings and makes others feel as though they’ve been heard. Inquiry surfaces material for better, more informed dialogue and decision-making.
- Listening for understanding … versus listening for responding: Being open and empathetic in how he pays attention to other speakers in the room. Most of us listen with only half an ear; the other half is busy formulating or finessing a response. Listening for understanding requires that you stop composing your response or put aside thoughts of responding until after you’ve assimilated what the speaker has said.
- Disagreeing diplomatically: Offering up an opposing view in a constructive way on those occasions when John disagreed with what he was hearing. This involves a combination of 1) repeating what you heard and understood from others to be sure you got it right, and 2) articulating the shared opinions or shared goals you have with the other speaker(s). After those two steps, which empathize and build connection, you are free to share your view.
Just like the old saying, “look before you leap,” you should also think before you talk. You may have a strong position or a lot to say, but your colleagues and clients want and need to be heard and understood first. It’s all about them, your audience, because you can’t and won’t achieve your goals without them.
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