communicating

Let Others Go First

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So what do you do when you’re in a meeting or a conversation with someone, and each of you has something important to say or share?  Do you start talking over each other until one participant gives up and lets the other continue?  Do you minimize the other person’s position or topic and stress the importance yours until they finally “realizes” that they need to be quiet and consider themselves “blessed” to be hearing your thoughts and opinions?  No, those are bad suggestions.

Instead, I would suggest that you let the other person go first.

It’s tough, waiting to share a great idea or information with others.  Especially when it’s something you’ve put a lot of time and thought into.  You’re excited by the work you’ve done and want to share it with others.  However, it’s important to realize the other person is just as eager to share their idea with you.

Here’s why I suggest letting the other person go first:  If you go first, they won’t really be listening to you, because they will be preoccupied waiting for an opportunity to share their thought.  For me, I’d rather let someone go first and have their full attention as I go second.

Here some suggestions to keep in mind when letting someone go first:

  • Jot down what you want to share so you don’t forget.
  • Invite the other person to go first by saying something like, “I’ve got a thought on this, but I’d like to hear your take first. What do you think?”
  • Actually listen to what they say.  If you fake it, and just pretend to listen, they’ll know, and you can expect likewise when it’s your turn.
  • Ask for feedback or clarification you might need on what they said.
  • When it’s you turn, point out any similarities or places where your thoughts intersect with the other person’s.

Letting the other person go first doesn’t guarantee that you’ll have their undivided attention, but at least you’ll increase the likelihood of having it.  And if they are totally checked out or disinterested in what you’re saying, that’s a strong signal as to their potential involvement or support for your idea, which is good to know, because you can then look for others to share your idea with who would be more supportive.

Ultimately, others go first is about paving the way for better communication with others, and increasing the probability of being heard by others, as well as hearing them.

So give it a try in the weeks ahead.  When you have the opportunity, let someone else go first and see what happens.  My hunch is that not only will more of your ideas get heard, the other person will appreciate the respect you showed them by letting them go first, and listening to what they said.

Lessons From My Father In Law

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My wife’s father, Ron, passed away last week and I got to deliver a few words at his funeral.  Below is the text of that speech.

Ron taught me a lot about the important role fathers play in the lives of their daughters.  Unfortunately, most of his teaching came in the form of what not to do.  In the end, he was a man, by his own admission, if given a second chance, would have done things different.

I hope that these words can cause something to happen for a father that will result in an enhanced relationship with his daughter(s).

Whenever I think of Ron, the first word that comes to mind… is teacher.

Have you ever known someone that, just by their actions and how they lived their life, always seemed to be teaching?  Ron was like that to me. 

You see, Ron taught me more about women than any other person I know.

What Ron repeatedly taught me about women, and little girls, is that fathers have a significant impact in the lives of their daughters, and that daughters need their father’s love and affection. 

Ron was blessed with 3 wonderful daughters, and I got to observe him interact with them for almost 25 years.  During that time I came to understand just how true his teaching was.  And not just an understanding of, “Yes, fathers are important to daughters, and daughters need their fathers love.” 

No!  Ron demonstrated to me that fathers ARE important to daughters; and that daughters don’t just WANT their father’s love and affection… they NEED it.

Every interaction I witnessed between Ron and his daughters seemed underscore the importance of these points.  It was as if he were saying to me, “Are you getting this, Scott?  Are you paying attention?  Do you UNDERSTAND the importance of what I’m teaching you?” 

He also taught me that it doesn’t matter whether she’s 6 or 60; a daughter still needs her father’s love and affection. 

Dad’s with daughters, listen to Ron’s teaching.  If it’s been a while since you’ve shown your daughter love, affection, and acceptance; do so today.  If she’s sitting next to you, consider yourself blessed.  Grab her hand, or put your arm around her.  Kiss her on the head, press your shoulder against hers; put your lips up to her ear and whisper, “I love you.  I’m proud of you.” 

If she’s not with you now, then find her when you get home and do likewise. 

If she’s not geographically present, then call her, send her an email; put a nice card in the mail with words of love and adoration. 

These efforts are so small, yet the positive impact they have in the life of your daughter is massive by comparison.

And if you’re a dad here who’s thinking, “I’ve never done the things Ron taught you.  I haven’t’ shown my daughter love, affection, or acceptance.  In fact, I’ve done a horrible job in this area… and I’m afraid it’s too late.” 

For you, Dad, I’ve got great news!  Here is the most important lesson Ron taught me on this topic…

You can begin today!  Start showing her your love and affection. It’s not too late.  YOU CAN BEGIN TODAY!

Because it’s never too late to start.  Unless you wait… until it’s too late to start.

We All Respond Different

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My wife’s dad just passed away today (13-Mar-15) after just short of 7 years on dialysis.  Her father wasn’t everyone’s cup of tea, so it’s been fascinating to see how people are responding, based on their experiences and perspectives.

It reminds me that we don’t all see the world the same way.  Our views are shaped by our unique experiences and perceptions.  Since no 2 people have the exact same experiences in life, it makes sense that people often have differing views.

I think we can get into trouble when we believe that our view, based on our own personal experience, is the only way to view a person or situation.  If we’re not careful, we can do great damage to our relationships by trying to convince others that their perspective is wrong, and that we know, better than they do, how they should think and feel.   We clearly don’t, and it would be arrogant of us to think otherwise.

The next time you’re in a situation where people have perspectives that differ from yours, realize that that’s ok.  Not everyone will feel the same way you do about a topic or person, so allow people respond or have their own opinion, even if it’s different from your own.  Who knows, you might gain a whole new perspective that changes your thinking.

The Unexpected Gift

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This week my wife and I received and unexpected gift.  The gift was rather small, it didn’t cost much, and wasn’t terribly difficult to create.  However, it made my day and brightened my entire week.  The unexpected gift we received was a hand written note from a friend.

Our friend Kathy had taken the time to write a note to express her gratitude and thanks for our friendship and continued assistance with an annual project she coordinates.  As a fellow letter-writer, I could really appreciate her effort which included:

  • Selecting a card
  • Writing her thoughts out by hand
  • Addressing the envelope and putting a stamp on it
  • Remembering drop it in the mailbox

There is no doubt it would have been much easier, faster, and cost next to nothing for Kathy to send her thoughts to us in an email instead.  I would have appreciated the email as well, but there was something special about finding the note amidst the denizens that usually haunt our mailbox, namely advertisements and bills.  In the midst of all the noise and messages that was competing for my attention that day, Kathy’s hand written note really stood out.

It’s interesting to me that with all the technology we have to communicate quicker and with more people, something as “retro” and “old school” as a hand written note, can really cause the sender to stand out.  The reason, I believe, is because not many people take the time to send hand written notes anymore.

The next time you have an opportunity to express thanks or appreciation to someone, try dropping them a hand written note in the mailbox.  Not only will you brighten the other person’s day with an unexpected gift, you’ll stand out as well.

Before You Respond Negatively…

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Have you ever received a negative or unkind email from a friend or family member?  I’m talking about from people who don’t normally send emails like that.

My wife and other members of her family received an email from one of her siblings recently, expressing their displeasure over how a current family situation is being handled.  The sibling’s email expressed blame and disappointment at family members and was not well received.

It would be so easy to let emotion take the lead, and respond negatively to this email. However, all that usually proves to do is make the situation worse.

I’ve written in a previous blog that there is a space between a stimulus (like a negative email) and our response to it.  I think this is some important to remember, especially when we may be feeling emotionally charged or fired up by a stimulus.

As I was talking to my wife about the email, I began wondering caused them to send the email.  What was the reason?  I wondered what they were dealing with that caused them to send the email.  Perhaps the family situation was causing the sibling to feel:

  • Fear
  • Regret
  • Anger
  • Hopelessness
  • Shame
  • Helplessness
  • Frustration
  • Guilt

Maybe I’m wrong, but I would guess that most negative emails are sent, not because the sender is a jerk, but because the sender is feeling one or more of the emotions above.  Perhaps even some additional emotions not listed.  I certainly think this is the case with my wife’s sibling. As I look at the email from this angle, it’s easy to see the sender, not as a jerk, but as a hurting human being.

The next time you receive a negative email, phone message, or any other form of communication, try to look past what’s being said and see if you can determine why it was delivered.  What is the sender dealing with?  Are there certain feelings and emotions in play?  Are they struggling, hurting, or making a poor attempt express a thought our concern?

Avoid the desire to be negative and lash out in return.  You just may save a relationship.

Filling in the Blanks

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I’m currently reading a very interesting book by Cleveland Clinic’s Customer Experience Officer James Merlino, MD titled, “Service Fanatics:  How to Build Superior Patient Experience the Cleveland Clinic Way”.  In the book, Dr. Merlino discusses the different aspects of providing a quality experience for the clinic’s patients.  One section that I found particularly interesting was the reality that when patients lack information, they tend to fill in the blanks.

Dr. Merlino talks about how a patient that has been admitted to a hospital most likely has all day to lay there and think almost exclusively about their condition and the illness or injury that ails them.  Their condition is likely the “big thing” on their mind, causing them to think about how it may affect their future, what could go wrong, or a host of other concerns.

As a result, patients are eager for information from doctors and other care givers about their condition and in the absence of information from their caregivers, patients start to fill in the blanks for themselves.  If the patient had a test that the doctor ordered, and they haven’t received the results from their doctor shortly thereafter, they may start to wonder whether the doctor has received the results or whether the results showed something bad that the doctor isn’t telling them or a whole host of other, usually negative, scenarios.

This got me thinking, although I’m not a doctor, have I ever caused someone to fill in the blanks because they were waiting for a response from me regarding a topic that was extremely urgent or important to them?  I’m sure I have.  I’m also reminded that what may seem normal, routine, or of low priority to one person may be totally new uncharted and even scary territory for someone else.

As we’re going through life and setting our priorities at work, home, and in our communities, let’s be aware of those we’re interacting with and scenarios they’re facing.  If they’re facing something critical and need information from us, let’s provide it quickly.  If we can’t provide it quickly, let’s at least keep people informed on our progress, so they’re not left to fill in the blanks.

What’s the Outcome We’re Expecting

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Have you ever hopped in the car with somewhere important to go and just found yourself driving around and never making it to the destination?  It may be somewhere we’ve been multiple times, or it may be somewhere we’ve never been before.  Regardless, when we get in the car and start the engine, we usually know where it is we would like to go, so our probability of getting to our destination is quite high.

What about a meeting, appointment, or important phone conversation?  How many times do we begin one without really knowing or specifying what a successful outcome looks like, leaving others in attendance to think to themselves, “Where is this going”?  I think the best way to avoid this scenario is to ask the people in attendance for their expectations.

Business consultant Ray Edwards addressed this in a recent podcast (time remaining 6:03), and I thought his insight was significant.  At the beginning of any call he has with a client he asks, “So that we get the most out of this call, what’s the most important thing that needs to happen on this call?”

What a great question to ask!  This question is applicable not only for phone calls, but also for meetings and appointments.  The question allows everyone in attendance to know the desired outcome the appointment was created to achieve, as well as creating a framework to keep the appointment on task.  I’ve already asked this question once this week, prior to a scheduled meeting, and found the insight I received enabled me to better participate.

If you find that your meetings, appointments or important phone conversations lack direction or a specific outcome, try doing one of the following before the meeting:

  • Describe to the attendees the desired outcome of the appointment. This is most applicable if you scheduled the appointment.  It lets everyone know why they are there.
  • Ask attendees if there is any specific outcome they need from the appointment.

Asking this simple question, or stating a desired outcome at the beginning of an appointment, will bring focus and efficiency that may otherwise not be present.  Not only will your appointments be more successful, those in attendance will appreciate being asked what is important to them.

All I’ve got is a 5

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Imagine you need change for a 10 dollar bill (USD).  You ask someone next to you if they have change for a 10, to which they reply, “All I’ve got is a 5”.  That’s not what you want to hear.  You want change for a 10, not a 5.  You may get frustrated or upset because the other person doesn’t have change for a 10, but the reality is, that the most this person can give you is a 5.

It can be like that in your relationships with those closest to you, especially with family.

Picture an interaction rating scale ranging from 1 to 10, with 1 being the worst possible interaction (yelling, fighting, abusive language, a lack of caring or interest in you) and 10 being the best interaction imaginable (kind words of love and affirmation, good spirited laughter, and an appreciation of your presence).

Now envision going to a family event where you’ll encounter a family member whose interactions usually come in around a 3 or 4, with the occasional rare 5.  Perhaps it’s a parent, a spouse, a child, sibling, or grandparent.  If this person is someone close to you, you may find yourself hoping, even expecting, that this time your interaction will be closer to a 9, maybe even a 10!  Perhaps this time, they’ll speak kindly to you and finally tell you how much they love and appreciate you.

This expectation is unfair to the person you are interacting with.  If, on their best day, they are only capable of giving you a level 5 interaction, and you’re expecting a 10, you are not only setting yourself up for disappointment, you are setting them up for failure.

Here’s something to try at your next family get-together this holiday season.  Instead of starting from the place of expecting a level 10 interaction, consider what the person is capable of offering, and adjust your expectations accordingly.  If the best they can offer is a 6, set your expectations at a 4 or 5.  They just might surprise you with a 6.  Wouldn’t it be better to be surprised by a 6 when you were expecting a 4, than to be disappointed by a 6, when you were expecting a 10 that was never going to happen?

It’s worth mentioning that if interactions are always on lower end of the scale, you should consider putting some healthy boundaries in place, which may involve drastically reducing, or even eliminating, your interactions with this person.

We can choose to have unrealistically high expectations of certain people and set ourselves up for disappointment, or we can lower our expectations to realistic levels that other person can achieve.

Just remember, we can never get change for a 10 from someone who only has a 5.

Does it Matter

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Does it really matter whether or not we hold the door open for someone behind us?  What about saying “Thank you” to the grocery store clerk or letting the waiter at the restaurant know that we appreciate their service?  How about:

  • Scooting over on a crowded bus or subway so someone can sit it the seat next to you instead of stand?
  • Letting someone behind you in the checkout at the grocery store go in ahead of you, because they only have a couple of items?
  • Sending a thank you note to someone deserving?

What difference does it make if we do any of these things or not?  Are they even worth doing?  Does it even matter?  I’d say that it most certainly does matter

When we spend our days ignoring people we cross paths with, we can begin to see people only as objects that have little value beyond what they can do for us in the short-term.  The longer we do this, the easier it will be to become detached and disengaged from the people around us, willingly thwarting opportunities to connect with others and hear their ideas and perspectives.  Some of which may have been beneficial to us.  As a result, our world shrinks, becoming small and self-centered.  I certainly don’t want to live in a world where I’m the center.  What a small world that would be.

We also forfeit opportunities to brighten the world of those around us when we fail to acknowledge or encourage others who help us, provide a service, or who are just in close proximity to us.  That may not sound like a big deal, but I can’t think of anyone I know who doesn’t appreciate a kind word, an encouraging word, or a heart-felt thank you.  I know I do.  It makes me feel good and has a positive impact on my day.  I’ll bet it does for you too!  If we appreciate that, doesn’t it seem reasonable that those around us would appreciate it too?

When we say, “Thank you”, or offer encouragement, or give someone our place in line, we do the following:

  • Acknowledge their presence and worth
  • Let the know that we appreciate their contribution
  • Communicate to them that they matter as fellow human beings

We are fortunate that we can influence our world by how we acknowledge (or not) those around us.  We can ignore and dismiss others, leaving a cold impersonal wake behind us, or we can choose to acknowledge our fellow humans with a kind words or actions.

I love the quote from Gandhi that says, “Be the change that you wish to see in the world.”  Have you ever thought that the world is becoming ruder, more isolated, more impersonal, more…?  If so, here’s your chance to put Gandhi’s quote into practice.  Begin acknowledging those around you with kind words or actions.  Try this for a week and see if it doesn’t brighten the world of those around you.  My guess is that it will begin to brighten your world as well.

Do This Well

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Every so often a significant life event comes along that is out of the ordinary and demands more from us than habitual, automatic responses we usually employ during the routine of daily life. Examples of these events can range anywhere from:

  • An major illness or diagnosis of yourself or a loved one
  • A divorce
  • The impending death of someone close
  • A conflict at work or in a community that has potential to get ugly

No matter what the event is, it’s usually out of our normal routine, emotionally charged, and demands our engagement.

In the past I use to react to these situations based on whatever emotion I was feeling at the time.  Although it was easy, it never produced the outcome I wanted.

About 6 years ago I found myself in a leadership position in the middle of a large community disagreement.  Sides were being taken up and I could see early that it would be getting ugly before it got better.  In the midst of the rapid decline, I remember thinking to myself that although this is going to be a difficult, emotional situation, as far as for me, I want to “do this well”.

For me the standard that I use to define “well” are the principles and guidance found in scripture.  With scripture as my standard, I have a benchmark to measure whether or not I am treating others with respect, understanding, and grace; whether or not I am “doing this well”.

By deciding to “do this well” early in a bad situation, I am mindful and deliberate in my choice of words and actions.  I am constantly aware of keeping my emotions in check and not lashing out and saying or doing something hurtful that could have long-term relational implications well after the situation is over.

Does deciding that I want to “Do this well” mean I handle everything perfectly?  Not in my case!  Does it mean that people will never get upset with me?  Hardly!  What I strive for in these situations is for people involved to say, “I may not agree with what he said, or how he handled that, but I will say, he was respectful to me and was not out to intentionally cause harm to me or others involved.”

“He did that well.”

We are blessed to be able to choose how we respond to a situation, so why not decide to “do this well” during life’s difficult situations?  Why not choose to treat people with respect, understanding, and grace?

The next time you face a challenging life situation, decide early that you’re going to do this well.  Not only will you set yourself up to see the positive and hidden blessings that exist within the situation, you’ll also come out of it better equipped to handle the next challenging situation life has for you.

Do this well!