LISTENING SKILLS

1. The Disarming Technique – You find some truth in what the other person is saying, even if it seems totally unreasonable or unfair.

2. Empathy- Put yourself in the other person’s shoes and try to see the world through their eyes.

• Thought empathy: You paraphrase the other person’s words

• Feeling empathy: You acknowledge how he or she is probably feeling.

3. Inquiry: You ask gentle, probing questions to learn more about what the other person is thinking and feeling.

SELF-EXPRESSION SKILLS

4. I “feel” statements: Shift to “I feel”, e.g. “I feel confused by this…”  rather than “you” statements. i.e. “you’re wrong” or “You make me furious!”

5. Stroking: You find something genuinely positive to say to the other person even in the heat of battle. You convey an attitude of respect, even though you may feel very angry with the other person.

*Copyright © 1991 by David D. Burns, MD. Revised, 1992.

“Let the beauty of what you love, be what you do”

Jahad-ad-din Rumi (Persian poet 1207-1273)

sarah-lee.tv

Remember when you were a little kid and you would dream about who you wanted to BE when you grew up?   Just the thought of independently communicating your power at a job where you expressed your talents, strengths and interest…felt, well it felt grown up.

Then you grew up.  Keeping the enthusiasm, interest and passion alive for your work can be a challenge. Think about how much time we spend at work.  Today, with lean teaming and downsizing, people often spend more than 8 hours a day in the workplace.  Why not reconnect with that early enthusiasm that drove you to consider expressing your gifts, your sense of contributing to the world and making a difference?

First, identify your strengths and then find ways to use them and develop them at your job.  A previous blog I wrote (October, 2009) directs you to a website: www.authentichappiness.com where you can take a short test (the VIA Strengths Survey) that identifies your top 5 strengths.   Consider exploring ways to express those strengths at your job. For example, if “Love of Learning” is a strength of yours, then you might organize a “lunch and learn” for co-workers in the workplace.

A second way that can move you toward happier times in the workplace is to notice how often you give into negative thinking at work. Many times this is  fueled by unhappy co-workers.  Walking away is one answer to this type scenario… as my colleague Dave Ellis says, “That’s why we have feet.” However, it is harder to walk away when those thoughts stay in your own mind.    When you notice those “grumpy” thoughts, instead of entertaining them,  consider the alternative of letting them go.  The more energy you put into these thoughts, the more you’re apt to go down the negative spiral, which brings your energy down, and your thoughts following.  Or, to ask yourself, “What do I want to change about this situation?”  Then move into productive action and become a part of the answer instead of continuing the complaint.  We know we work best when we are in a good mood, which means shifting those thought towards being grateful, appreciative and glad to be working and contributing.

The next time you find yourself feeling unhappy at work—try asking yourself  what is right and good about your work?  In my work as a professional coach and psychologist, I have the opportunity to talk to people who are successful by societal standards- having prestige and great paying jobs; as well as people who are working in low-income jobs.  Both types of people tell me they are sometimes happy at work and sometimes not – what makes a difference is how they practice being happy where they are. They begin to learn more, grow more and then often find more opportunities coming their way as well.  Researchers are learning that, regardless of your work, when you practice positive emotion in the workplace, you increase your problem solving capacities, bring more meaning to your workday and build resiliency- all important factors in developing happiness.

Perl: If you want to be happier at work, start with how you are being at work:  exercise your strengths and express more positive emotion in your present job.  Perhaps you might find that uplifting and empowering feeling you had once when you dreamed of what you would be when you grew up.  Wasn’t happiness a part of that dream?

Resources:

Fredrickson, B.L. & Losada, M.F. (2005). Positive affect and the complex dynamics of human flourishing. American Psychologist, 60(7), 678-686.

Colan, L.J. (2004). Passionate Performance. Dallas, TX: CornerStone Leadership Institute.

Lynn D. Johnson. Happiness:  Create the Perfect Job.  2008 – 801.261.1412.

-Indira Gandhi

This is the title of a workshop that I frequently give when asked to speak to a group of people within a business or organization.  Why?  Because each and every day we are all faced with challenging people and difficult work situations.  Keeping our sense of purpose, intent and clear communication skills are all points to remember in such situations.

A review:

1. Stop wishing that they were different: Spending time “wishing” that the difficult person or situation would go away is a waste of energy. Better to begin formulating, and practicing, a plan of action.  Shift away from blame. Move to managing and changing what YOU can to work with the person.
2. Get some distance between you and the difficult situation/behavior:  Gain perspective, see the patterns and understand the source in order to begin formulating a strategy.  Gaining distance helps free you for a more productive and caring response.
3. Focus on changing your own behavior: Step out of the scenario and see how your own behavior was elicited by what you thought the other person had or had not done. Remember:  you can only change you.
4. Formulate a plan: Devise a strategy and, remember the behavior of human beings is highly interactional. Difficult people tend to act in ways that manage to get the worst out of everyone—but they also have positive responses in their repertoire.  Structure the interaction so as to encourage positive, more productive response so to cope more successfully with that individual.

Perl: Practice clear communication skills when dealing with a difficult person or situation.  Think of the word  -  STABEN when communicating:

S= Go to the source. Avoid talking to those who are NOT part of the issue (unless it is to get clarity, gain insight or support).  Communicate directly with the person with whom you are having difficulty.

T= Time and Place. Pick a private and safe place that is comfortable for all parties.

A=Amicable. Present an amicable approach. Smile. Start the conversation with a compliment or, empathize with the person, see the world through their eyes.

B=Objective Behavior. Start with describing the behavior as an objective phenomena-just the facts.  “When you did not introduce me at the meeting…” or “Yesterday at 5:00pm you asked to borrow the files and as of today they are not returned…”

E=Emotion. State clearly your emotion as a result of the behavior.  “I became angry and confused…”  “I was disappointed…” Use “I” communication.

N=Need. State clearly what your need, desire or request.  “I am requesting that you introduce me at the meetings as your associate. “ Or  “I need to have the files returned to my desk by 3:00 PM this afternoon.”

Finally, attempt to create or discover a common purpose or a way that they two of you can work together to achieve the same goal.  If no common purpose can be found, sometimes it is best to walk away. Accept the person as they are.

Perl: In any difficult situation or in a conversation with a difficult person, maintaining inner balance and managing your stress is most crucial.  Practice the STABEN method, a good communication tool no matter with whom you are communicating.  Get some distance and, remember-don’t take anything personally!

Resources:

Servan-Schreiber, David.  The Instinct to Heal. Rodale Press, 2004.

Rosenberg, Marshall.  Non-violent Communication, Puddler Dancer Press, 1999.