BLOG: You have the right to remain silent...
Sunday, December 10, 2006
Do you hear what I hear?
This is one of my favorite Christmas carols—the words and music have been running through my mind for a week now, and I can’t help singing it (alone in my car, of course). Why has this one carol been so persistent?I believe the answer lies in my concerns about how different people have been interpreting the Iraq Study Group’s report. Too often we don’t “hear” the same thing. We hear the same words, but we process them differently to fit into our world view, to preserve our comfort zone.
Remember that the next time you find yourself dealing with a crisis or potential crisis. Take the time, make the effort, to “hear” what the other person is hearing. Otherwise, you’ll be working at odds and it’s highly unlikely the problem will be resolved before it evolves into a full-blown crisis. Deflect that crisis with active listening.
I had a long chat with a friend recently during which we discussed what kind of personality is required to be a successful salesperson. (Among my businesses, I'm an Arbonne consultant.) She wanted me to visit with a couple of women about job opportunities in Austin, and I'm a firm believer now of having my own business and typically encourage people to do the same. However, as do many individuals, my friend thought one had to have an outgoing, extrovert personality. I countered that introverts often can be better at sales because they are listeners.
“But you were a reporter, you had to ask lots of questions,” she said. Yes, that’s true. However, reporters listen with a different mindset than someone who is trying to assimilate the speaker’s words and respond in terms that are meaningful to that speaker. Reporters are busy taking in the information with the goal of reporting it to others. A “salesperson” or “crisis manager” listens with the goal of remembering the speaker’s wishes, whys and goals with the intent to use that information to present an idea in terms meaningful to the speaker.
So, back to “Do you hear what I hear.” This relatively modern carol by Noel Regney and Gloria Shayne is appropriate, on so many levels, to this time in history. We must "listen" to each other to end conflict and, no matter one's relgion or lack thereof, this is a season of hope and renewal.
Happy holidays, friends, and a compassionate, comfortable, rewarding and worthwhile New Year to you and yours.
Labels: crisis_management
Comments: