Talk Less, Listen More

by Gordon Training International Master Trainer, Steve Emmons

People often ask me, if you could only give parents one piece of advice about helping their children deal with problems, what would it be?  My answer is; “Talk less and listen more.”

In all of our relationships we experience conflicts and problems; life can be messy. In spite of our hopes and dreams for a happy, trouble-free family, strong friendships and positive work relationships, real life is not perfect. Communication can be confusing, problems difficult to solve and our thoughts, needs and beliefs different from the people we care about. No matter how close a bond we have, personal and professional relationships require constant attention and an investment of time and energy to keep them strong and mutually rewarding.

As parents we want to help our children when they struggle with problems or experience conflict; we want the best for them.  Our natural response is to do all we can, as quickly as we can to protect them and insure that they are safe and happy.

As mentioned in a recent article, the first step is to determine exactly whose problem it is.  Is it my child’s problem, is it my problem because of something my child is doing that I don’t like or is it a shared problem we have to tackle together?  You need to decide “Who Owns the Problem”? To determine this, figure out who the problem is directly affecting. (And no, if your kid is getting bad grades, the problem isn't yours!)

When you determine that your child, another family member, friend, coworker or other person “owns” a problem then you have a question to ask yourself and a decision to make.

“Do I let him deal with his problem without my involvement or do I take some action to help him solve the problem but without falling into the trap of doing it for him?”

The answer to this question depends on the nature of your relationship with that person and your investment in them. If the person is a family member, friend or work colleague and you have a special interest in the relationship then, in most situations, you will want to help.

Most people - regardless of their cultural background - will wonder: “What can I say that will help?” or “What solution can I provide that will help my child?” But there are usually some pretty undesirable consequences that come with being the parent who always solves their child's problems.

Besides creating dependency, you can fall into the trap of answering a question that may not really be a question at all, or may not even be about the real underlying problem.  Questions are often used as an attempt to express feelings or thoughts. Your daughter asks the question “Mom what should I do?” may really be a disguised way of her saying : “I’m confused”, “I feel stuck”, “I want time with you.”, or “I feel scared about making that decision.”

A clear indication of this is when you answer a question and get back the reply: “Yes, but…” or “What if…” Clearly, the other person wasn’t really asking you to solve their problem for them.  In fact, talking and providing your opinion or idea is not what is needed to help your child in these situations. What’s called for is listening.

Helping by listening can be broken into two general groups; Basic Listening and Active Listening.

BASIC LISTENING to help others when they have a problem or concern includes giving your child space to talk, devoting your full attention to her and providing a few short signals that you are listening. Basic Listening includes:

• Being Silent:  silence can be uncomfortable and the urge to say something to fill the void can be strong.  However, silence can give your child or another person space to talk.  It puts the ball in their court and lets them share their feelings and thoughts without interruption.  Helping by silence is sometimes enough for your child to solve a problem.

A father shared this story with me about using silence.  His teenage son came home from school one day and instead of stopping to chat about school; he slammed down his books and went out the back door.  Dad went out and sat down beside him on the steps. 

The father was taking a P.ET. course but he told me his mind went blank and could only remember “Just be quiet and listen.” so he sat there with his son in complete silence.  After 5 minutes of silence his son turned to him and said; “Dad, thanks for listening now I know what I’m going to do.” Then in a good mood he when off to do his homework.

• Show You Are Listening With Your Body Language: often silence by itself is not enough; you need to demonstrate that you are really listening. Comfortable eye contact (not staring), sitting facing the person, smiles, frowns, nods of your head and hand gestures all show your child that you are tuned in and connected and makes it comfortable for them to talk about their upset or problem.

• A Few Simple Statements: “Ah!”, “I see.”, “Wow!”, “Mmmm.” provide some simple verbal signals that you are listening.  Just don’t overdo it, keep these few and far between.

• Door Openers:  sometimes simple invitations to say more can help your child to get started.  “I’m ready to listen if you want to talk.” “I’ve got time to talk right now.” “Seems like something’s bothering you.”  “I’m all ears.” are a few examples.  Just remember, these are only to open the door to speak so one or two at the beginning are enough.

ACTIVE LISTENING as the name implies is more active and involving than Basic Listening.

Active Listening allows your child or another person to talk about a problem and identify what the real problem, issue or upset is and then come up with his or her own best solution.

Active Listening is not about asking questions; instead it’s about making statements to check out what the other is saying and prove that you heard and understood.  Years ago I was taught to ask questions to help someone talk about a problem.  What I’ve learned is that questions may instead act as roadblocks.  When you ask a question, your child has to stop talking and think; “Do I know the answer to Dad’s question?” or “Do I want to tell Dad?” Maybe a handsome, athletic teenage son is reluctant to admit to his Dad that he is really anxious about asking a girl on a date or a daughter is worried about the bad grade she just got on a test and what Mom will say about it.

A question can also pull your child away from her real problem and focus instead on what you as parent think the problem is.  Or, if your daughter is really flooded with emotion, she may not even be able to think about an answer to a question and she may stop talking altogether.

It’s hard to not ask questions; as parents we want to know what our child’s problem is, we want to know all the details and completely understand how they are feeling and what their options are.  The relevant word here is “we”, the only person who really needs to know all the details is the one who is going to solve the problem and that’s your child, the one who owns the problem.

Replacing questions with statements is not easy and yet it can make an almost magical difference in how our children respond and deal with their problems. Instead of having to stop and think about answering a question or digesting your advice, listening can create a non-blameful, safe feeling and actually help your child talk more.

QUESTION                            vs.                    ACTIVE LISTENING STATEMENT
“What happened?”                                           “Seems like you’re upset.”
“Why are you worried?”                            “Looks like you are really worried about that.”
“Why can’t you just talk to her?”                  “Sounds like you’re really anxious about talking to her”

Using statements to reflect back what you hear and what you see in your child’s body language makes it easy for your child to continue to talk.  A very comforting thing happens; you don’t need to be perfect!  Even if your reflective statement is off the mark, it won’t stop your child from continuing to talk.  He will usually just correct you and continue; “No Mom, I’m not frustrated, I’m just confused about what my teacher meant.”  

Sometimes only one listening response is needed: “Wow that really hurts!” may be enough to let him know you get it when your three-year-old son comes in crying with a scraped knee.  His response may be something like “Yeah Mommy it’s a big ouchy!” and then out the door he goes to play without further crying and dramatics.

Active Listening, however, is more than just letting your child vent and “unflood” feelings, it is also a process that allows your child to first, identify what the real problem or concern is and second, to actually do some simple problem solving and come up with her own best solution.

Many problems are more complicated; in fact, problems are like onions, there are multiple layers of feelings and thoughts that need to be peeled away to get to the heart of the problem. This type of reflective listening allows your child to talk about a problem, peel back the layers of the onion, identify the real issue or feelings and solve the problem.

So, when your child (or partner or other person - it can work wonders even with your own parents!) has a problem, talk less and listen more. In fact, listen most.  Let the person who “Owns” the problem be the one to solve it.  You daughter’s solution of not talking to her friend for a week may not be a solution you would choose, however, it may be the best one for your daughter given her unique situation.

Active Listening is most often done face to face or on the phone however, there are exciting possibilities using email and even texting.

Of course there will be times when your child’s solution does have a direct negative effect on you.  In those situations, it changes to a “Parent Owns” or a "We Own" the problem situation and then it’s time for you to speak up, which we’ll talk about more coming up next...

14 Benefits of Active Listening

Here is a list of some of the main benefits of using Active Listening:

1. Is it your check on the accuracy of your listening
2. It shows the sender that you are interested in him or her
3. It proves to the sender that not only have you heard, you have understood
4. It tells the sender you can accept him/her as a troubled person NOTE: The keyword here is accept (i.e., the sender's behaviors are in the top of the Behavior Window), not agree with. You can accept his/her having a feeling you might not have or a thought you don't agree with.
5. It gives the sender a chance to ventilate, to feel relieved, to have catharsis. When feelings are expressed and accepted, they lose their grip on the person and become less disabling. when held in, feelings tend to remain strong and fester (as opposed to a popular fear that is one listens to and accepts another's feelings, those feelings will get out of hand).
6. Active Listening fosters others doing their own problem definition and problem solving. It keeps the responsibility with the sender, yet the listener remains involved. The sender holds onto the ball.
7. It relieves "emotional flooding" and frees the intellect to get back to work.
8. It fosters the sender moving from a superficial to the deeper, more basic problem.
9. It avoids fastening onto and "solving" the "presenting problem".
10. It helps the sender deal with feelings, not just the facts.
11. Active listening frequently fosters the sender's insights - new ways of seeing things, new attitudes, new behaviors, new understanding of self.
12. It fosters the sender being more open and honest with you - more willing to use you as a helping agent.
13. It promotes a more intimate and warm relationship. The sender feels warm and positive toward the listener. The listener better understands the sender and feels more positive toward him or her.
14. It helps the sender grow toward being an internal problem solver, toward being less dependent on others for solutions, toward being more self-responsible, more self-directing; master of his or her own fate or destiny.

These are only a few of the many benefits that Active Listening can do for your relationships. Thought of another one that isn't listed here? Leave a comment!

Silence Speaks Volumes

By Linda Adams, President of GTI

Silence can mean many things in interpersonal relationships. It's ambiguous. It can express lots of different emotions ranging from joy, happiness, grief, embarrassment to anger, denial, fear, withdrawal of acceptance or love. What it means depends on the context.

When Silence is Golden

Silence can be a very powerful way to "be" with another person, especially when they are troubled. It can communicate acceptance of the other person as they are as of a given moment, and particularly when they have strong feelings like sorrow, fear or anger.

This kind of silence means being willing and able to give the other person your full attention. This includes appropriate eye contact, and gestures like nodding, leaning forward, smiling, frowning, and other facial expressions which let the other person know you really hear them.

Being quiet and not saying anything gives them the space and uninterrupted time to talk about whatever is on their mind. When another person has a decision to make, a problem to solve or simply a need to express themselves, silence can often provide the opportunity for them to have time to talk, reflect and decide without outside pressure.

This is not the same as the "bite your tongue" kind of silence when you want very much to jump in and offer advice or reassurance, ask questions or give your opinion, but you restrain yourself. That kind of silence is full of judgment and indicates that you aren't really listening to them, but instead are focused on your own reactions about what they're saying.

It is essential that the silence be experienced as accepting; people pick up on judgments and evaluation (negative or positive) even when they're communicated silently. If you don't accept the other person as they are, that will most likely be quite apparent to them. And they will be less likely to share their feelings and problems with you at other times.

It goes without saying that silence as a helping skill has a limitation--while it can help others get started talking and help them feel accepted, it doesn't prove that the listener has understood. For that, you'll need Active Listening.

When You Silence Yourself

"Our lives begin to end the day we become silent about things that matter."
Martin Luther King, Jr.

Sometimes we need to speak up and don't do it.

Too frequently, we silence ourselves when we have feelings we think or feel sure the other person won't want to hear. We often do this because we value the relationship and are afraid that it will worsen or even end if we say how we really feel. Ironically, without honest and open dialogue, there is no possibility of a deeper and better relationship. Silencing yourself contributes to the very thing you want to avoid. Further, if it's anger, resentment or another strong negative feeling that you have, keeping silent doesn't make that feeling dissipate. Just the opposite happens--the unspoken problem remains, distancing occurs and the relationship suffers as a result.

At other times, you feel hurt, angry or upset by something another person says or does. Because letting them know how you feel makes you vulnerable, you decide to keep those feelings inside and withhold them from the other person. Sulking, pouting, pursed lips, not answering, abrupt answers, ignoring the other person, giving them the "cold shoulder" are signs of this kind of silence, otherwise known as "the silent treatment." Invariably, the silent treatment is hurtful to everyone involved. Even so, many of us have a tendency to withdraw and withhold when we're in emotional pain, especially from the person we perceive is causing it.

The alternative to the silent treatment doesn't have to be lashing out in anger at the other person. That just causes the problem to escalate and become an even bigger issue than it started out to be. A far better approach is to be willing and able to talk to them honestly about how you feel and why--without blame. For example, let's say your spouse/partner forgot your anniversary (or birthday) which was very hurtful to you. Instead of giving them the silent treatment or lashing out at them, a better alternative would be to say: "I'm so hurt that you didn't remember our anniversary." Or that your boss didn't give you a promotion you thought was a "done deal". Instead of saying nothing and suffering in silence (and resentment), say "I feel very confused and disappointed that I didn't get the promotion that I expected and I'd like to talk with you about it."

When we drop our pretenses and defenses and are authentic in our significant relationships, we experience relief, heightened self-worth and a deeper sense of meaning. It is one of the joys of existence.

Are There Active Listening Guidelines?

Active Listening Guidelines

Know when to use Active Listening. Use it only when you're free enough of your problems to feel accepting and want to help other people with their problems.

Know when not to use Active Listening. It won't work when you're feeling unaccepting of the other person - when you own the problem. Nor will it work to influence them to change some behavior you don't accept.

Avoid pushing or imposing your Active Listening on the other person. Listen for clues that the other doesn't want to talk or has finished talking.

Use the other listening skills: silence, acknowledgment responses, and door openers. Every response of the other person does not need feedback. Use Active Listening primarily when feelings are strong and the other person's need to be heard is apparent.

When the other person needs information, give it. Just make sure you first know what the real problem is, and be sure your information is wanted by the other person. Give your information briefly and effectively. And, of course be prepared to have your ideas rejected - they might not be appropriate or helpful.

Don't expect the other person to arrive at your preferred solution. Remember, Active Listening is for helping other people resolve their problems - a tool for helping them find their own solutions. Be prepared for times when no solution surfaces - the other person might not even tell you how they later solved the problem. They will know, but you won't.

Don't give up too quickly. It takes time for other people to realize you really do want to understand and that you are accepting of their problems and feelings.

Competence comes only with practice. You won't become competent at Active Listening without lots of practice. Practice with your spouse/friends/children.

Accept that Active Listening at first will feel artificial. It undoubtedly feels more gimmicky to you than to the other person. With practice, you'll feel more natural and less clumsy.*

*Excerpt Dr. Thomas Gordon's programs

Active Listening

Active Listening

Many people think that they can get rid of their feelings by suppressing them, forgetting them, or thinking about something else. Actually, people free themselves of trouble-some feelings when they are encouraged to express them openly. Active Listening fosters this kind of catharsis.

Just like in this Baby Blues comic, the daughter is expressing to her father that she wishes her hair were like her friends (Wren’s), but as she continues to explain what kind of hair she wishes to have, her Dad “Active Listens” and feeds back to her that his daughter wishes she had the hair she already has. Which then she exclaims, “Yeah…Exactly!”

It helps children to find out exactly what they are feeling. After they express their feelings, the feelings often seem to disappear almost like magic.

Active Listening helps children become less afraid of negative feelings. “Feelings are friendly” is an expression we use in our classes to help parents come to realize feelings are not “bad.” When a parent shows by Active Listening that he accepts a child’s feelings, the child is also helped to accept them. He learns from the parent’s response that feelings are friendly.

Active Listening promotes a relationship of warmth between parent and child. The experience of being heard and understood by another person is so satisfying that it invariably makes the sender feel warm toward the listener. Children, particularly, respond with loving ideas and feelings. Similar feelings are evoked within the listener—he begins to feel warmer and closer to the sender. When one listens empathically and accurately to another, he gets to understand that person, to appreciate his way of looking at the world—in a sense, he becomes that person during the period of putting himself in his shoes. Invariably, by allowing oneself to “get inside” the other person, one produces feelings of closeness, caring and love. To empathize with another is to see him as a separate person, yet be willing to join with him for a brief period in his journey through life. Such an act involves deep caring and love. Parent who learn empathic Active Listening discover a new kind of appreciation and respect, a deeper feeling of caring; in turn, the child responds to the parent with similar feelings.

Active Listening facilitates problem-solving by the child. We know that people do a better job of thinking a problem through and toward a solution when they can “talk it out” as opposed to merely thinking about it. Because Active Listening is so effective in facilitating talking, it helps a person in his search for solutions to his problems. Everybody had heard such expressions as “let me use you as a sounding board” or “I’d like to kick this problem around with you” or “maybe it would help me to talk it out with you.”

Active Listening influences the child to be more willing to listen to the parents’ thoughts and ideas. It is a universal experience that when someone will listen to one’s own point of view, it is then easier to listen to his. Children are more likely to open themselves up to receive their parents’ messages if their parents first hear them out. When parents complain that their kids don’t listen to them, it’s a good bet that the parents are not doing an effective job of listening to the kids.

Active Listening “keeps the ball with the child.” When parent respond to their kids’ problems b Active Listening, they will observe how often kids start thinking for themselves. A child will start to analyze his problem on his own, eventually arriving at some constructive solutions. Active Listening conveys trust, while messages of advice, logic, instruction, and the like convey distrust by taking over the problem-solving responsibility from the child. Active Listening is therefore one of the most effective ways of helping a child become more self-directing, self-responsible, and independent.*

*Active Listening excerpt from Dr. Thomas Gordon's P.E.T. Book

Active Listening Benefits

Active Listening Benefits

Here is a list of some of the main benefits of using Active Listening.

1. It is your check on the accuracy of your listening.

2. It shows the sender that you are interested in him/her.

3. It proves to the sender that not only have you heard, you have understood.

4. It tells the sender you can accept him/her as a troubled person.

NOTE: The key word is accept (i.e., the sender's behaviors are in the top of the Behavior Window), not agree with. You can accept his/her having a feeling you might not have or a thought you don't agree with.

5. It gives the sender a chance to ventilate, to feel relieved, to have catharsis. When feelings are expressed and accepted, they lose their grip on the person and become less disabling. When held in, feelings tend to remain strong and fester (as opposed to a popular fear that if one listens to and accepts another's feelings, those feelings will get out of hand).

6. Active Listening fosters others doing their own problem definition and problem solving. It keeps the responsibility with the sender, yet the listener remains involved. The sender holds onto the ball.

7. It relieves "emotional flooding" and frees the intellect to get back to work.

8. It fosters the sender moving from superficial to the deeper, more basic problem.

9. It avoids fastening onto and "solving" the "presenting problem".

10. It helps the sender deal with feelings, not just the facts.

11. Active Listening frequently fosters the sender's insights--new ways of seeing things, new attitudes, new behaviors, new understanding of self.

12. It fosters the sender being more open and honest with you--more willing to use you as a helping agent.

13. It promotes a more intimate and warm relationship. The sender feels warm and positive toward the listener. The listener better understands the sender and feels more positive toward him/her.

14. It helps the sender grow toward being an internal problem-solver, toward being less dependent on others for solutions, toward being more self-responsible, more self-directing; master of his/her own fate or destiny.*

*Excerpt from Dr. Thomas Gordon's F.E.T. Adult Resource Book

What Are Some Common Errors in Active Listening?

Common Errors in Active Listening

The following eight faults result from the listener's failing to stay tuned in with the speaker's feelings or the inability of the listener to keep his/her own ideas or feelings out of the listening process.

Example:

Speaker: "I'm really mad that Tracy has been flirting with my boyfriend."

LISTENING FAULTS

Over Listening

Overshooting: Exaggerating the feeling the speaker expressed.

"You really hate Tracy."

Adding: Generalizing or expanding what the speaker is saying.

"You hope you never see Tracy again."

Rushing: Predicting what the speaker will say next.

"And you're probably thinking of what to do about it."

Analyzing: Interpreting speaker's motives.

"Maybe you're upset because she's so cute."

Under Listening

Undershooting: Downplaying the feelings the speaker expressed.

"You wish Tracy would mind her own business."

Omitting: Reducing or skipping important facts expressed by the speaker.

"You're upset with girls who come on to guys."

Lagging: Backtracking or failing to keep pace with the speaker.

"You said earlier that you're having a bad day."

Parroting: Repeating back nearly word-for-word what the speaker said.

"You're mad at Tracy for flirting with your boyfriend."*

*Excerpt from Dr. Thomas Gordon's F.E.T. Young Adult Resource Book

What Are the Negative Effects of the 12 Roadblocks?

The Negative Effects of the 12 Roadblocks

Here's a list of reactions people have told us they had when they owned a problem and the other person used the Roadblocks:

They made me:

• stop talking, shut me off.
• argue.
• feel resentful or angry.
• feel I'm being pressured to change--not accepted as I am.
• feel I'm not being understood.
• feel I've been interrupted.
• feel I'm on the witness stand being cross-examined.
• defensive and resistant.
• feel inadequate, inferior.
• feel guilty or bad.
• feel the other person doesn't trust me to solve my problem.
• feel my feelings aren't justified.
• feel frustrated.
• feel the listener is just not interested.*

*Excerpt from Dr. Thomas Gordon's F.E.T. Young Adult Resource Book

Why Are There Conditions for Active Listening?

The Appropriate Conditions for Active Listening

To listen to another with the intention of helping that person deal with a personal problem is to assume a counseling posture. Such a postures is characterized by having the intention of helping another person; using good attending behavior; being accepting, empathic, and genuine; and using Active Listening. For this counseling posture to work well, certain conditions must be present; otherwise, either the sender of the listener, or both, may resent or regret the experience. The following are the necessary conditions:

Conditions Within the Other Person

____________________________________________________________

1. Must be having strong feelings and/or be aware of having a problem,

2. Must be giving off cues and clues that express those feelings or problems ("I'm worried, I've got a problem," crying, sulking, etc.) and

3. Must be willing to talk to the listener about the situation.

What happens if these conditions are not present in the other person?

If feelings or problems are not present in the other person, or s/he is not willing to talk, taking a counseling posture can imply that the sender is "sick" and the listener is well, and Active Listening may seem like a maddening, demeaning word game. The "counselor" at such times may be greeted with scorn or hostility.

Conditions Within the Listener

______________________________________________________________

The listener must have a genuinely helpful "set" in the following areas:

1. Feel genuinely accepting (not needing to change the sender).

2. Want to help (not just be turning on a technique).

3. Have, and want to take, enough time.

(If not, a later appointment can be set up. Or if talk takes more time than expected, it can be continued at a later, agreed upon time.)

4. Trust that the other, with some helpful support, can solve their own problem better than the listener can.

What sometimes makes this difficult to believe is our long exposure to the authoritative, culturally-accepted "medical model" for helping another. In that model, any helper is seen as analogous to a "doctor" who gathers symptoms and data, diagnoses the patient's problem, and decides on an prescribes the best treatment. The helpee, as the "patient", is then expected to follow "doctor's orders." Within this cultural orientation, it is often hard to believe that the other people are their own best experts for solving their own problems.

(Incidentally, the medical profession itself is beginning to trade in this archaic approach in favor of involving patients more more in their own treatment.)

5. Feel reasonably separate from the other person and the problem.

This means recognizing clearly that you are not the other person; that his or her pain is not your pain; the other person owns the problem, not you; and that you are empathizing, not identifying.

What happens if these conditions are not present in the listener?

If these conditions are not met, the listener's Active Listening will inevitably (and usually unconsciously) reflect that in the form of:

1. Attempts to change or influence the other person with hidden solutions, judgments, etc. buried in the feedbacks.
2. Nonverbal cues of unacceptance or lack of interest.
3. Inability to decode the other person's real messages. The "inner ear" will be turned off.

The send will experience such Active Listening as manipulative, condescending, frustrating or boring, and will react with scorn or hostility.

In short, if these conditions are not met inside the listener, the time is not right for him/her to become a counselor. Instead, the listener should reevaluate the behavior responded to in terms of its placement in the Behavior Window and look again for the most appropriate choice of skills.*

* Excerpt from Dr. Thomas Gordon's F.E.T. Adult Resource Book

Let's Gear-Shift!

GEAR-SHIFTING

While I-Messages produce less defensiveness from children than You-Messages, it's obvious that nobody welcomes hearing that his behavior is causing someone else a problem, no matter how the message is phrased. Even the best constructed I-Message may cause your child to feel hurt, sorry, surprised, embarrassed, defensive, argumentative, or even tearful. After all, he has received a message loud and clear, that his behavior is unacceptable, troublesome or hurtful to you. Often, your child's first reaction will be one that lets you know that now he has a problem This is what we consider as high on the "emotional temperature" thermometer.

You will most always defeat your purpose if you continue to repeat your I-Message when your child reacts negatively to it. If you do, his emotional temperature will go even higher and he will resist you even more strongly.

To increase the chances that your child will hear your I-Message, you'll need to Active Listen and acknowledge his upset feelings. This shifting helps the child deal with his newly created problem and it also demonstrates the parent's understanding and acceptance of the child's reactions. It says: "I see that you're upset and I want to hear you." Listening gives the child a vent for his feelings, a chance to go deeper and if necessary an opportunity to do problem-solving. It lowers your child's emotional temperature.

So as soon as you become aware that your I-Message has caused a problem for your child, you'll want to shift gears from talking to listening. It's a temporary shift and doesn't mean that you are letting go of your needs, but it shows that you are interested in his needs and feelings as well. When your child feels heard accepted, the chances are much greater that he will be able to hear and accept your I-Message.*

*Excerpt from Dr. Thomas Gordon's P.E.T. Participant Workbook

How Do I "Shift Gears"?

Shifting Gears with Active Listening

Although you'll be surprised how often others respond constructively and helpfully after hearing your I-Messages, you should expect occasionally to hear resistance, defensiveness, guilt, denial, discomfort or hurt feelings. It's understandable that I-Messages sometimes provoke these responses. They confront others with the prospect of having to change some behavior. People are often surprised or shocked to hear how you feel, and certainly don't like to be told their behavior is unacceptable or that it caused you a problem, even if by chance you've sent a perfect I-Message.

So, when you hear these not-so-uncommon responses to your I-Messages, it is useless to keep hammering at the other with repeated assertive messages.

When you hear resistance or some other feeling-reaction to your I-Message, you'll need to make a quick shift and back off from a sending/assertive posture to a listening/understanding posture. Such a shift will communicate that you want to be sensitive to the feelings your self-disclosure brought out in the other. This shifting gears (think of it as shifting from a going-forward gear to a backing-up gear) lets others know you are not out to get your needs met at their expense. Although you're not ready to abandon your needs, you want to empathize and understand the nature of the problem your assertive I0Message caused the person to whom it was directed. This often leads to seeking a compromise solution.

Because Shifting Gears to listening acknowledges the others' feelings, they often decide on their own to modify their behavior. People find it easier to change if they feel the other person understands how hard it might be.

When you "shift gears" after confrontation in order to hear the concerns of the other person, several important goals will be achieved.

1. You want to demonstrate concern for and acceptance of the person who is now experiencing a problem as a result of our I-Message confrontation.
2. You want to understand the other person's communication and let that person know that you do understand by feeding back his/her message.
3. You want to help the other ventilate, to release the negative feelings, to feel relieved.
4. You want to help the other take primary responsibility for handling the needs and feelings that are the basis of his of her concerns.

Here are some of the various ways you can "shift gears":

• A simple acknowledgment of the other's reaction to your I-Message:

"I see."

"You have some feelings about this."

"I understand how it happened."

"That's the way you see it, and I understand."

"Say more, so I'll understand."

• The simplest way to shift gears is just to stop sending and listen passively.
• The most effective way to shift gears is to use Active Listening, which is simply a restatement of the other person's response to your I-Message in your own words.*

Stay tuned for tomorrow post about Active Listening and how to do it!

*Excerpt from Dr. Thomas Gordon's F.E.T. Adult Resource book

Does Parenting Have to Be Scary?

PARENTING DOESN'T HAVE TO BE SO SCARY

Parenthood need not be a different and demanding experience that brings problems, worries and anxiety. One survey by parent trainer, Dr. Harold Minden, found that the responses of hundreds of parents to the question, "How would you rate your parenting experience?" was as follows:

22% answered "fulfilling and positive"

37% answered "moderately fulfilling"

41% answered "frustrating and negative"

Dr. Minden also found that 69% of the satisfied parents said they would enroll in a parent training course, but only 37% of the frustrated and negative parents said they would do so. It appeared they did not recognize the need for assistance in parenting. Those parents typically think that how kids turn out is outside their control--a matter of luck.

We now know without a doubt that parents who take training and learn how to create democratic, non-authoritarian, partnership relationships with both their spouses and their children will build happy marriages and create a "new species of children." Here is a list of the characteristics of this new species:

--> They make sure their own needs get met, yet are sensitive when others may be affected negatively.

--> They are very sensitive to all forms of unfairness they see in their world.

--> They treat their friends the way they have been treated at home--they are good listeners, good counselors, good confronters, good problem-solvers.

--> They are mature for their age, fun-loving, playful.

--> They want their needs met, yet are unselfish, altruistic and giving to others.

--> They have less need to be dependent on other people--yet they have friendships and make friends easily.

--> They are less afraid of being laughed at, less afraid of what people will say, more individualistic.

--> They are relatively unfrightened by the unknown, and they don't just cling to the familiar.

--> They have a high degree of self-acceptance--accepting the way they are, yet this somehow frees them to change and improve themselves.

*Excerpt from Family Effectiveness Training (F.E.T.) Adult Resource Book

How Does One Build Relationships That Work?

HOW TO BUILD RELATIONSHIPS THAT WORK

If I'm serious about improving my relationships there are four things I must do:

First, I must learn how and when to listen.

Second, I must learn a special way of talking and when to do it.

Third, I must learn to handle conflicts in such a way that no one ends up a resentful loser.

Fourth, I must establish and maintain an open dialogue with people who are most important to me.

Relationships are both built and destroyed by communication patterns. Open, honest communication is the basis for, the foundation of good relationships. Poor communication ruins them. It's that simple.

The purpose of interpersonal communication is understanding and being understood. I want to be especially clear about that. The purpose of interpersonal communication is understanding and being understood.

If you are upset about something and tell me about it, what is it that you want? Why would you talk to me? Isn't it because you want me to know what's going on inside of you, to understand the thoughts and feelings you are experiencing? If you didn't want me to know you wouldn't tell me.

If I want you to know about me I have to talk to you. What do I want from you? Understanding. There's a descriptive term for it: Empathy. Not sympathy, sympathy is about the listener. Empathy is a guess at how I feel, knowing what it must be like inside me and telling me what you understand it to be. If I want you to have empathy for me, know what its like being me, I have to tell you about myself as I really am. There's a descriptive term for this as well. It's called transparency. To have you understand me I have to become more transparent, more open, I must express more of who and what I really am.

What Are Some Simple Door-Openers?

One of the most effective and constructive ways of responding to children's feeling-messages or problem-messages is the "door-opener" or "invitation to say more." These are responses that do not communicate any of the listener's own ideas or judgments or feelings, yet they invite the child to share his own ideas, judgments, or feelings. They open the door for him, they invite him to talk. The simplest of these are such noncommittal responses as:

"I see."

"Oh."

"Mm-hmmm."

"How about that."

"Interesting."

"Really."

"You don't say."

"No kidding."

"You did, huh."

"Is that so!"

Others are somewhat more explicit in conveying an invitation to talk or to say more, such as:

"Tell me about it."

"I'd like to hear about it."

"Tell me more."

"I'd be interested in your point of view."

"Would you like to talk about it?"

"Let's discuss it."

"Let's hear what you have to say."

"Tell me the whole story."

"Go ahead, I'm listening."

"Sounds like you've got something to say about this."

"This seems like something important to you."

These door-openers or invitations to talk can be potent facilitators of another person's communication. They encourage people to start or to continue talking. They also "keep the ball in his court." They don't have the effect of your grabbing the ball away from him, as do messages of your own, such as asking questions, giving advice, reassuring, moralizing, and so on. These door-openers keep your own feelings and thoughts out of the communication process. The responses will surprise parents . The youngsters feel encouraged to move in closer, open up, and literally pour out their feelings and ideas. Like adults, young people love to talk and usually do when anyone extends an invitation.

These door-openers also convey acceptance of the child and respect for him as a person by telling him, in effect:

"You have a right to express how you feel."

"I respect you as a person with ideas and feelings."

"I might learn something from you."

"I really want to hear your point of view."

"Your ideas are worthy of being listened to."

"I am interested in you."

"I want to relate to you, get to know you better."

Who doesn't react favorably to such attitudes? What adult doesn't feel good when he is made to feel worthy, respected, significant, accepted, interesting? Children are no different. Offer them a verbal invitation and then you'd better jump back to get out of the way of their expressiveness and expansiveness. You also might learn something about them or about yourself in the process.

What can the F.E.T. Program Do For Me?

What This Program Can Do For You

• Parents who as children suffered a disappointing, painful and unsatisfying relationship with their parents will be given a second chance by having a close and loving relationship with children of their own.

• People living together will learn how to create "partnership" relationships, in which neither dominates the other, each respects the needs of the other, and conflicts of needs are resolved peacefully.

• Parents will learn why using rewards with children not only is ineffective but also decreased their self-discipline.

• Family members will become more accurate listeners and clearer communicator both with each other and with persons outside the family.

• Parents will have children become more accurate listeners and clearer communicators both with each other and with persons outside the family.

• Parents will have children who do better in school, have many friends, will become school leaders, will be self-disciplined and self-motivated, and will become good problem-solvers.

• Families will learn what is needed to build a "democratic family" where each member actively participates in doing the work, setting rules, and making decisions.

• Married couples will greatly decrease the odds of separation and divorce because both will be getting their needs met.

• Married, separated or divorced couples will learn how to tackle conflicts head on and resolve them peacefully.

• Married couples will increase the odds of being physically and emotionally healthier.

• Couples will experience much less fighting and using verbal or physical abuse.

*Excerpt from Family Effectiveness Training, F.E.T. Adult Resource Book

Children Don't Misbehave

By Thomas Gordon, Ph.D. (author of P.E.T., founder of Gordon Training International)

If parents only knew how much trouble this word "misbehavior" causes in families! Thinking in terms of children misbehaving not only spells trouble for the kids, obviously, but it brings on unnecessary problems for their parents.

Why is this so? What is wrong with thinking and saying that your child misbehaved? Every parent does. Yes, and their parents before them did. In fact, the origin of the concept of child misbehavior goes back so far in history it is doubtful if anyone actually knows when it started or why. It's so common nobody thinks to question it.

Strangely enough, the term misbehavior is almost exclusively applied to children--seldom to adults, friends, spouses. Have you ever overheard someone say, "My husband misbehaved yesterday," "I took my friend to lunch and got so angry at her misbehavior," "My team members have been misbehaving," or "Our guests misbehaved at our party last night"? Apparently, then, only children are seen as misbehaving--no one else misbehaves.

Misbehavior then is "parent language", tied up somehow with the way parents traditionally have viewed their offspring. Parents say children misbehave whenever their actions (or their behaviors) are contrary to how parents think their children ought to act or behave. More accurately, misbehavior is behavior that produces some sort of bad consequences for the parent.

Misbehaving = Child is doing something that is bad for the parent

On the other hand, when a child engages in behavior that does not bring bad consequences for the parent, that child is described as "behaving."

"Jack was well-behaved at the store"; "We try to teach our children to behave"; "Behave yourself!"

Now we have:

Behaving = Child is doing something that is acceptable to the parent.

All Behaviors are Solutions to Human Needs

Family life would be infinitely less exasperating for parents and more enjoyable for children as well if parents accepted these basic principles about children:

Principle 1:
Like adults, children have basic needs that are important to them, and they continually strive to meet their needs by doing something.

Principle 2:
Children don't misbehave. Their behaviors are simply actions they have chosen to meet these important needs.

These principles suggest that all children's actions are behaviors. Viewed in this way, all day long a child is behaving, and for the very same reason all other creatures engage in behaviors--they are trying to get their needs met.

This does not mean, however, that parents will like all the behaviors their children engage in. Nor should they be expected to, for the children are bound to do things that sometimes produce unacceptable consequences for their parents. Kids can be loud and destructive, delay you when you're in a hurry, pester you when you need quiet, cause you extra work, clutter up the home, interrupt your conversation, and break your valuables.

Think about such behaviors this way: they are behaviors children are engaging in to meet their needs. If at the same time they happen to interfere with your pursuit of pleasure, that doesn't mean children are misbehaving. Rather, their particular way of behaving is unacceptable to you. Don't interpret that children are trying to do something to you--they are only trying to do something for themselves. And this does not make them bad children or misbehaving children. But it may cause you a problem.

An infant cries because she is hungry or cold, or in pain. Something is wrong; her organism needs something. Crying behavior is the baby's way of saying, "Help." Such behavior, in fact, should be viewed as quite appropriate ("good"), for the crying is apt to bring the child the help that is needed. When you view the child as a creature that is doing something appropriate to get its needs met, you can't really call it misbehaving.

If parents would strike the word "misbehaving" from their vocabulary, they would rarely feel judgmental and angry. Consequently, then they would not feel like retaliating with punishment. However, all parents do need to learn some effective methods of modifying behaviors that interfere with their needs and causes them a problem, but labeling the child as misbehaving is not one of them.