Social Skills

Listening is Not Just Waiting to Talk

October 19, 2023 By Nagesh Belludi Leave a Comment

In our fast-paced world, one of the most counterproductive—insidious even—listening habits is the tendency to construct our response while the other person is talking. It’s like mentally hitting the pause button on their words and drafting our own script for the moment they pause.

This habit often arises from a lack of active listening skills. Planning our responses can sometimes feel like our way of actively participating in the conversation. Additionally, societal norms can play a role; in certain contexts, rapid and assertive replies are highly valued, reinforcing this behavior.

But here’s the catch: when we’re pretending to listen while internally rehearsing our response—or even a counterargument,—we’re not truly grasping the speaker’s message. We miss the nuances and subtleties within it. Even worse, we signal to the speaker that we’re not genuinely interested in what they have to say.

To break free from this and other detrimental listening habits, cultivate self-awareness and consciously work on enhancing our listening skills. Rather than crafting a response in parallel, focus on fully comprehending the speaker’s viewpoint.

Idea for Impact: Let the other person complete their thoughts before you chime in. Allowing a brief pause to organize your thoughts. By practicing patience, active engagement, and empathy, you can transform into a more effective and attentive listener. This transformation will not only enhance your communication skills but also deepen your relationships.

How to Speak Up in Meetings and Disagree Tactfully

August 22, 2023 By Nagesh Belludi Leave a Comment

If you find it challenging to speak up in meetings, especially when disagreeing, here’s a helpful framework:

Restate the objective, even if it seems obvious: “Let’s clarify what we aim to achieve here…” This restatement sharpens the focus on the purpose.
Paraphrase someone’s point: “So, if I understand correctly, you’re suggesting…”
Express your concerns or alternative perspective: “I have concerns because…” or “While I see your point, how would we address…”
Be the last to contribute: Your silence piques curiosity and makes your statement more impactful. Incorporate the best ideas expressed and avoid obvious mistakes.

Following this approach, you can tactfully express your thoughts with the right tone and words while seeking common ground.

Thirteen Phrases Your Customers Don’t Want to Hear

August 14, 2023 By Nagesh Belludi Leave a Comment

When spoken with a particular tone, specific phrases can instantly infuriate and frustrate customers. Here are some alternatives to consider:

Avoid: “I don’t know.” Instead, try “That’s a good question. Let me check and find out.”
Avoid: “Just a second.” Instead, try “It could take me a few minutes to get that information. Could you hold while I check, or should I call you back in ten minutes?”
Avoid: “Wait.” Instead, try “I haven’t gotten to that yet.”
Avoid: “We can’t do that for you.” Instead, try “That’s a tough one. Let me see what I can do.”
Avoid: “You’ll have to…” Instead, try “Here’s how we can help you.”
Avoid: “That’s not my job.” Instead, try “I usually don’t handle that area, but I know who can help you. Let me see if he’s available.”
Avoid: “It’s your fault.” Instead, try “The way this process works is…
Avoid: “Why didn’t you do…?” Instead, try “Our process expects you to…”
Avoid: “How’s that my concern?” Instead, try, “I understand how upset you are.”
Avoid: “I know!” Instead, try “Yes, you’re right.”
Avoid: “As I explained earlier… Instead, try “Let’s review the steps again.”
Avoid: “Don’t you understand?” Instead, try, “Am I understandable thus far?”
Avoid: “Are you done?” Instead, try, “Will there be anything else?”

Master the art of words and deliver customer service messages with a confident, sympathetic tone. Create a personalized list of “Do Say” and “Don’t Say” phrases, drawing from your own experiences.

Reflect on the pain points and communication barriers that specifically frustrated you as a customer during customer service calls, as well as the instances where representatives provided positive interactions. Identify effective approaches and avoid pitfalls when engaging with customers.

Avoid Trigger Words: Own Your Words with Grace and Care

August 3, 2023 By Nagesh Belludi Leave a Comment

Using phrases like “you should,” “you never,” and “you’re supposed to” can immediately put the other person on the defensive.

When making statements, it’s better to begin with “I feel” or “I’d like.” By using “I” statements, nobody can argue with the fact that you feel a certain way.
Take responsibility for your words. Instead of protesting with phrases like “Don’t be late as usual,” which only reinforce complaints, try inviting positive change by saying, “It would be helpful for me if you could arrive early tonight, maybe by six.”
Saying “I don’t care” or “You choose” might not make you seem pleasant and agreeable. The other person may resent being forced to make decisions on your behalf.
Phrases like “I hate to be a pain, but…” or “I could be wrong, but…” undermine your request before you even make it.
Saying “I know” can make you appear irritating, self-important, or unreceptive. Instead, using “You’re right” doesn’t belittle something the other person may have just realized. “Yes, that’s on my mind!” acknowledges the other person’s reminder.
If someone apologizes anxiously, don’t say, “Stop saying sorry.” Instead, saying, “You have nothing to apologize for,” is more reassuring and won’t make the other person feel awkward.

Idea for Impact: Using direct and concise language strengthens the message and clarifies your needs. Be mindful of language that may unintentionally cause offense, distress, or discomfort to others. Prioritizing empathy and open-mindedness can contribute to maintaining respectful and inclusive conversations.

“Are We Fixing, Whinging, or Distracting?”

July 24, 2023 By Nagesh Belludi Leave a Comment

When a friend is upset and seeks your support, it’s essential to ask them a simple question once it’s appropriate: “Do you want to talk about it? Do you want to get your mind off it and distract yourself, or are you expecting me to give you some suggestions to help you out?”

Asking, “Are we fixing, whinging, or distracting?” can be incredibly beneficial for an upset friend. I use it often, and people respond positively to it. This question establishes boundaries and fosters trust, allowing you to be there for them the way they need.

Sometimes, people simply need to vent. Begin by providing comfort and then follow up with, “Do you want advice, or do you want me just to listen?”

It’s crucial to validate the other person’s feelings and experiences. Even if you believe there’s an easy fix, prioritize acknowledging their emotions. Let them be heard and empathize with them. Validating their emotions is truly significant. Simple statements like “Yeah, that IS terrible,” “That does suck,” “I can definitely see why you’re angry,” or “You have a right to be frustrated” can work wonders in offering solace and emotional support during challenging moments.

At times, staying quiet is what’s needed. It saves you from saying something unsuited to the situation. You can also say, “I am at a loss for words,” which is still validating. It shows that you consider the issue as crucial as they do and are also genuinely stumped by it.

However, on other occasions, they may need to share their experiences with someone outside of the conflict. This allows them to express their thoughts and emotions, which can be cathartic and aid in processing their experiences. If they wish to shift their focus and be distracted from what’s bothering them, talk about your own day, share something funny you came across, or engage in a fun activity together.

Idea for Impact: Don’t assume they’re seeking a solution when someone vents. Avoid offering advice right away in an attempt to steer them away from discussing it.

People often want to vent, grumble, and unload their troubles, even momentarily. Listen patiently and without reproach, offering a compassionate ear.

The Hidden Influence of Association

March 16, 2023 By Nagesh Belludi Leave a Comment

The “Law” of Association, a maxim popularized by motivational gurus Jack Canfield and Jim Rohn, implies that you’ll become the average of the five people you spend the most time with.

This is to say, empirically, everything about you is the average of the five people you hang around most. For instance, your happiness level will be the average of the five of your best mates.

If you want to raise the quality of your life, rub shoulders with people already living the quality of life you aspire to. To become a better communicator, hobnob with great communicators. If you want to be more positive, mix with more optimistic individuals. If you want to be a fabulous parent, spend time with parents who’ve mastered the art.

Birds of a feather flock together … because they share a common vision, and they’re all going in the same direction. So if you’re pursuing a goal, find the people who’ve already attained that goal or are well along the path to achieving that goal. Then be with them, hoping some of their principles rub off on you.

Idea for Impact: In regards to relationships, we’re greatly influenced—whether we like it or not—by those closest to us. Get out there and connect with those whose lives you want to live. Those connections can pay off careerwise and personally.

Managerial Lessons from the Show Business: Summary of Leadership from the Director’s Chair

March 13, 2023 By Nagesh Belludi Leave a Comment

Notes on Directing: 130 Lessons in Leadership from the Director’s Chair (2008) explores the parallels between directing the stage and managing projects. The shared themes include ad hoc teams, one-off goals, tight time frames, limited budgets, nebulous chains of command, shared objectives, etc.

Compiled by writer Russell Reich from the notes of British stage director Frank Hauser, this tome contains 130 meditations on casting actors, rehearsing, stage-setting, supervising the production units, and handling critics.

Organized temporally from a director’s initial encounter with the play’s script to its final production, this slim volume is so much more—it’s not just for stage directors.

#7: “Learn to love a play you don’t particularly like. You may be asked—or may choose—to direct a play that, for any number of reasons, you don’t think is very good. In such cases it is better to focus and build on the play’s virtues than attempt to repair its inherent problems.” Idea for Impact: Focus on virtues and strengths, not weaknesses. Spend more of their time reinforcing the good performers than dealing with untrainable performers—i.e., you can never remediate grievous weaknesses. Position the person somewhere else where her talents are a better match.
#33: “Every scene is a chase scene. Character A wants something from Character B who doesn’t want to give it.” Idea for Impact: Productive relationships with balance and joy call for continuous concession and managing one another’s expectations. Work hard to ensure that all sides feel contented with a negotiated compromise.
#73: “Know your actors. Some like a lot of attention; others want to be left alone. Some like written notes; some spoken. Get to know them. It doesn’t have to take long. It’s a good investment that will pay enormous benefits later.” Idea for Impact: Embrace individualized management. No two employees are alike—their temperaments, qualifications, experiences, and backgrounds shape them into thoroughly unique people who’re persuaded, challenged, and inspired in different ways. So why treat them all the same way?

Recommendation: Read Notes on Directing. It’s a worthwhile meditation in managing people, projects, and yourself. Anyone who must get things done through people will find insightful meditations on getting to the core of the narrative, handling people with diplomacy and nuance, and navigating conflict.

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