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Eric Ho's avatar

I love the way you’ve skilfully - and artfully - summarised the year’s of coach training we did about how to listen into three steps. This should be essential reading for all coaches at the start of a programme!

In my own practice, just as Nonviolent Communication teaches us words can be violent, I’ve found silence can be a weapon, too. Precisely because those who are not accustomed to silences, even short ones (which is most of us), it’s a great tool when making a complaint. I used to lose my temper, raise my voice when something didn’t go my way. Usually an anonymous someone at the end of telephone line receiving a complaint about a service or product. Now, silence is my mode of complaining. It’s gentle (perhaps apart from the awkwardness it generates in the person listening/waiting), but I’ve noticed often that their filling the silence with talking leads to the solution.

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John Nicholas's avatar

Excellent tips, Rik. Love the Terry Pratchett quote. Just create a space for the other person to talk to themselves. Golden.

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