“I know you think you understand what you thought I said but I’m not sure you realize that what you heard is not what I meant” (Alan Greenspan, American Economist)
It’s so easy to mishear and misunderstand what others are saying to us and vice verse, particularly when tensions are starting to rise. Here’s a simple approach to help with this..
Watch the video (4 min) or see the transcript below:
Hi, Mary Rafferty here…
Let me ask you, the last time you were on the phone to somebody and you were passing on information about your contact details, for example, your email address or your phone number, how did they respond? They probably said something like, “let me just check I’ve got that right…” and called back your phone number to you and then you had a chance to confirm or correct any digit they might’ve gotten wrong.
Why do we do that? Because it’s so easy for things to get lost in translation. That’s why the kid’s birthday game, Chinese Whispers is so much fun.
But this common sense approach of repeating back to somebody what it is we’ve heard them say and making sure we’ve accurately understood that, isn’t just for situations where we’re communicating phone numbers or credit card details. It’s very useful in many contexts, particularly where there might be some tension or disagreement creeping into a conversation.
Mediators do this all the time. Instead of jumping in with a response, immediately you can say something like:
“John, let me check that I’ve understood what you’re trying to say there. Are you saying you find the deadlines are too tight?” or
“Am I right that the way you see it, you’re not so sure that this project is going to work as well as it should work? Have I got that right?”
and then you wait and check with John, have you understood what he wanted to say. He might correct something and clarify something and then you check in again and then only then, when you fully understand what he’s trying to say, move on.
So why is this such a useful approach?
Well, first of all, our capacity to mishear, misinterpret and put our own spin on what it is we’re hearing other people say is so strong, particularly when there is tension or we are starting to get a bit irritated or having a bit of resistance to what the other person is saying.
By stopping, checking in ‘let me see if I understand what you’re trying to say…” it reduces that interference. This greatly increases the chances that we’re going to accurately hear what the person is saying and be able to tune into where they’re at and therefore our responses will be more appropriate.
This simple approach of truly and genuinely listening and really trying to understand what the other person is trying to say and being open to hear that even if we don’t agree with it, makes it much more likely that they in turn will listen to what we have to say and try and understand that. And isn’t that what we’re really trying to do in conversations regardless of what the subject or the topic is.
So the key takeaway from this video is to start to use the phrase or use your own wording, something along the lines of,
“Let me check that I’ve fully understood what you’re trying to say…”
“Let me clarify… “ or “If I’ve got that right, are you saying ABC, have I got that right?
or “Can you help me understand because I think I’m missing something…” and you’ll be pleasantly surprised at how positively that impacts on your conversation.
I hope you found this video useful.
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Wish you had a step-by-step guide for handling ‘difficult’ conversations? Click here to download our complimentary eBook: POISE NOW: 8 Steps to Win-Win Conversations or if I can help in any way, please drop me an email at firstname.lastname@example.org