Empathic Listening 101

Empathy is a critical component of effective communication and building strong relationships. Listening empathically is a powerful tool that can help us connect with others on a deeper level, foster understanding, and reduce conflict. However, it's not always easy to listen empathically, as it requires us to set aside our own thoughts and opinions and be fully present in the conversation.

To listen empathically, the first step is to be present in the moment. This means putting aside any distractions, such as electronic devices, and focusing solely on the person who is speaking. It's also important to be attentive and alert, observing the speaker's tone of voice, body language, and facial expressions.

Once we have established a sense of presence, the next step is to follow the speaker's lead. This involves allowing them to guide the conversation, without interrupting or changing the subject. We must also avoid making assumptions about what the speaker is trying to say and instead allow them to express themselves fully.

Encouragement is also critical when listening empathically. We can do this by using open-ended questions to encourage the speaker to share more about their thoughts and feelings. Examples of such questions include "Can you tell me more about that?" or "What else comes to mind when you think about that?"

Empathizing is another key component of empathic listening. It involves acknowledging the speaker's emotions and validating their feelings. One way to do this is to reflect back what we hear using phrases like "It sounds like you're feeling frustrated" or "I can see why you would be upset about that." This helps the speaker feel heard and understood.

Clarification is also important in empathic listening. It involves asking questions to ensure that we understand what the speaker is saying accurately. This helps to avoid misunderstandings and allows us to gain a deeper understanding of the speaker's perspective.

Finally, summarizing what we have heard is an essential step in empathic listening. It demonstrates that we have understood the speaker's perspective, even if we do not agree with it. Using phrases like "So, if I understand correctly, you're saying..." or "It sounds like you feel..." can help to summarize the key points of the conversation.

While listening empathically can be challenging, the rewards are significant. It can help us build stronger relationships, promote understanding and reduce conflict. By following the steps outlined above, we can become better listeners and more empathetic communicators.

According to ChatGPT, empathy is....

Empathy is the ability to understand and share the feelings, emotions, and perspectives of others. It involves putting oneself in someone else's shoes, and imagining what it would feel like to experience what they are going through. Empathy is often described as an essential aspect of being human, as it allows us to connect with and care for others, and to form meaningful relationships. It is also an important skill in many professions, such as counseling, healthcare, and social work, as it helps people to better understand and support others.

Four Ways We Avoid Our Feelings—and What to Do Instead

Avoiding our emotions is not good for our mental health. A psychologist explains how to break the habit and embrace your vulnerability.

BY SABDRA PARKER | MARCH 30, 2023

When was the last time you felt anxious, with your body braced and on edge? It could have been when your partner was late coming home and you couldn’t reach them on their cell, your computer crashed just before a deadline, your child had a full-on tantrum in the grocery store, or you were waiting on medical test results. In that moment, how did you respond?

Maybe you grabbed a bag of cheese puffs, or had a sudden impulse to tidy the kitchen, or found yourself online shopping for that incredibly useful cauliflower corer. Maybe you noticed your racing heart or shallow breathing and started to worry about having an illness. Perhaps you distracted yourself tackling 14 things on your to-do list. Or you had an irresistible urge to check your social media feeds or watch endless TikTok reels of dancing cats. Or maybe you started telling yourself threatening stories (“What if they’ve been in an accident?”; “There’s something wrong with me”; “I can’t cope”; “I shouldn’t be feeling this way”).

In my experience as a psychologist working with clients for 30 years, what is going on in these moments is we are escaping from our inner lives—and this happens when we are confronted with vulnerability. We are triggered by uncomfortable sensations in our bodies heralding emotions stirring beneath, and we do anything rather than face them.

Many kinds of suffering can arise from this. Indeed, research suggests people who avoid emotion tend to have higher pain levels, increased cardiovascular risk, and higher cancer rates, as well as increased depressionn, anxiety, and problems in relationships.

Instead of avoiding what we feel when we are vulnerable, we need to shift our approach. We need to slow down and truly feel our bodies, so we can soothe our nervous systems and access our underlying emotions. When I guide clients to do this, they are able to let go of the urgent need for certainty and control that leads to anxiety problems, release the self-criticism that leads to apathy and depression, and remain present with their vulnerability and benefit from the healthy power of emotion. And this is something you can learn to do, too.

How to recognize unrest

We are always vulnerable, with limited control over the things that matter to us. Maybe you want your brother to quit drinking or your kids to get along or your boss to stop being so critical, or you want to protect those you love from harm or you want an end to world hunger and climate change, or you want this magical moment where everyone is all together at Thanksgiving feeling so close and connected to last forever. Whether we want things we like to always stay the same, or we want things we don’t like to change, it is not entirely in our hands. And just when we are confronted with our vulnerability, a physical feeling disrupts us.

I call this “unrest”: our physical experience of vulnerability, announcing the ideal moment to tune in and spark our growth. And here is the predicament: Unrest causes nervous system activation—a knot in the stomach, braced muscles, shallow breathing, sweaty palms, faster heart rate—and the brain unconsciously interprets this as danger.

This is the moment we usually turn away—toward social media or eating or productivity—but we don’t have to. The first step in embracing our feelings is to differentiate unrest from fear and anxiety. This is not easy to do because unrest, anxiety, and fear activate the same area of the brain and feel identical in the body, despite serving very different functions.

You can recognize anxiety as the avoidant thing you do after unrest stirs you, when you are trying to distract yourself or fix the physical discomfort in your body. Anxiety lets us fantasize that we can control outcomes—the futile “if only” and “what if’s” we often linger upon. Unfortunately, our anxiety lies to us, amplifying (in my experience) our uncomfortable bodily sensations.

Fear, meanwhile, is the core emotion that warns us of immediate threat to life and limb, directing us to fight or flee. Quickened reactions, strengthened muscles, and enhanced lung capacity are lifesaving. In these instances, our physical reactions are not a problem; they are not too much or “stressful.”

If we are afraid of something in the future or the past—anticipating a dangerous possibility or recalling a past danger—we are experiencing anxiety, not fear. This is one of the hardest things for chronically anxious people to accept: that their worry is a story, a prediction, a possibility, but it is not danger.

Four ways we avoid our feelings

Becoming familiar with the ways you typically avoid and escape allows you to tune in even if you missed the initial call of unrest, letting you come home to the body, soothe unrest, and feel. Here is what to look out for.


This essay is adapted from Embracing Unrest: Harness Vulnerability to Tame Anxiety and Spark Growth (October 2022, 274 pages) with permission from Page Two Books.

Minimizing and distracting. We may brush off inner experience as “no big deal.” We might even feel our indifference to discomfort is strength, and there’s no point in feeling, especially when we cannot make outcomes bend to our will. We ignore and neglect our bodies’ signs of stress and may push through our limits until we risk exhaustion, burnout, depression, and physical illness.

For example, my client Aaron didn’t even realize how agitated and tense he was. His habit was to ignore his feelings and just push on at work, blaming himself when things went wrong. His sleep got worse and he became impatient with colleagues. He only started to seek help when his doctor insisted that his gastrointestinal problems were caused by stress.

Control and worry. Sophia came into my office for help with anxiety. “I am too uptight. I haven’t slept properly in years. I wake up at night and just can’t get back to sleep. . . . I get thinking about certain difficulties in my life and I can’t let go; my mind is like a dog with a bone.”

Sophia thought of herself as someone who was tuned in to her body. But the problem wasn’t a lack of attention, it was that she only checked in to “fix” the anxiety, to “make it go away.” Sophia was arguing with reality, feeling she should be a certain way and worrying in an effort to get control and certainty in a world that has neither.

Self-attack. If self-criticism is a deep-seated habit, you may have learned in childhood that your vulnerability leads to abandonment, after being left alone in moments of strong emotions. And so you tell yourself that if you tried harder or were smarter, a better person, more lovable or attractive or stronger or not as gullible or more patient or acted sooner…then things would go better. These lies create a harsh inner environment that can lead to flattened emotional experience, low self-worth, and potentially depression.

The emotional masquerade. If it looks like sadness and walks like sadness and talks like sadness, is it sadness? Nope. Sometimes other feelings are employed to remove you from pain. If anger was not OK in your childhood environment, you may get weepy and look sad when you get into an argument with your partner. If sadness was regarded as weak, you may appear angry and push people away when you feel sad. You may feel guilty when you feel angry toward someone you care about. These “faux feelings” can keep you stuck if you don’t access the emotions underneath.

How to embrace unrest

Embracing unrest is a journey for life, without a perfect endpoint. It’s about changing your way of being with yourself when you don’t feel good, so when unrest calls, you approach discomfort and access the power of your emotion. Below are two practices to help you rewire your brain to notice and soothe unrest.

1. What’s your ringtone? Like a telephone, unrest has a unique ringtone that lets us know it’s just for us. Our job is to learn our ringtone so we can quickly notice and respond to the call.

In a few sentences, jot down something that is troubling you. Let yourself be aware of the gap between what you want and your ultimate control over the outcome. Pick up your smartphone to video yourself as you describe your vulnerable situation. When you have described it fully, turn off the camera and play the video back.

Observe your body in the video. Be curious, and really “listen” for your ringtone. You have hundreds of muscles, and some will signal more intensely than others—you might notice tapping toes, holding your breath, a furrowed brow, fidgety fingers, or raised shoulders.

Play the video a few times to make sure you have caught all the signals of unrest that you can see. Try to identify your top three sensations of unrest.

2. Say “I DO.” This is a commitment to yourself, like a sacred wedding vow, to tune inward when you notice unrest.

Identify where you feel the sensation; locate it precisely, one place at a time—not just “My muscles are tense,” but which ones and where? Not just arms, but biceps versus triceps; not just tight chest, but where, how large an area?

Describe what you feel using words that capture the quality of your muscle tension and energy, such as:

  • bracing

  • constricted

  • tight

  • heavy

  • knotted

  • clenched

  • agitated

  • buzzing

  • fidgety

  • jittery

  • jumpy

  • fluttery

Observe one specific sensation with the intention of paying slow, deep attention. Ask yourself: “What does that feel like?” over and over.

  • If your answer is “tense,” then ask, “What does ‘tense’ feel like?”

  • If your answer is “like a shell,” then ask, “What does that shell feel like?”

Continue this process until you sense a slight release, perhaps a 20% reduction in tension, as your body registers your presence and is soothed. Rest there and feel proud of yourself.

Riding the wave of emotion

Once the body is soothed, we feel safe enough to allow space for the emotions that we have been avoiding. Having guided many clients through this process, I find that it goes something like this: Unrest heralds a moment of vulnerability; something you long for is not entirely in your hands. Your right shoulder grips and instead of ignoring it, you pause, paying careful attention to the tense muscles. After a moment of precise, warm interest, your muscles release and you feel your shoulder drop slightly. Your body registers your awareness and settles.

In that moment, your body understands that, whatever has activated the nervous system, there is no danger—because if there were, you would be focusing outward, not inward. Your body is freed from its prime directive to keep you safe. This safeness opens a channel within you that allows a wave of sadness to come through. This sadness is carrying you to a truth you have been avoiding.

Perhaps you realize you’re working so hard to get everything done but can’t do it alone. Maybe you wish you were more efficient and had more time and energy. But you are indeed only human. The sadness rises and a heavy pressure pulls on your sternum. You breathe into the discomfort as it crests and then ebbs. You find a space inside yourself where you matter. You accept yourself in your limits. You feel less alone, more capable of giving yourself patience and compassion. More able to ask for help.

You might be surprised by the vulnerable truths that emerge when you pay attention to your body:

  • “I really want this opportunity but can’t guarantee it, and that makes me mad and sad.”

  • “My body is tight because I’m facing longing and limits in our disagreement.”

  • “I value our relationship and want to speak my truth, but I can’t guarantee that my protest won’t threaten our bond.”

Getting in touch with your emotions like this can enhance your relationships and have profound mental health benefits. Research indicates that accessing emotion deepens our experience of life’s meaning, buffers stress, aids in decision making, and is a key factor in improved mental health. As well, experiencing emotion is growth-promoting, leading to higher levels of resilience and authenticity.

You are not meant to detach, numb out, avoid, and distract from the pain and beauty of life. You are meant to care deeply without clinging, controlling, or being overwhelmed. Your vulnerability is your strength, and it will grow you. Your emotions are the energy that will transform you and propel you toward your most rich and authentic life.

Sandra Parker, Ph.D., is a clinical psychologist and author of Embracing Unrest: Harness Vulnerability to Tame Anxiety and Spark Growth. She earned her doctoral degree at the University of British Columbia, in Vancouver, and is a member of the BC Psychological Association, Canadian Psychological Association, and Canadian Register of Health Service Providers in Psychology.

© 2023 The Greater Good Science Center at the University of California, Berkeley

What are faux feelings and how can mediators can use them to get to the heart of the matter?

Mediators support people resolve conflict.

To do so, they need to work with emotions.

Yet, a lot of the time, the participants are not in touch with their emotions or feelings.

And are more in touch with their judgments of what the other participant did wrong.

So, when they think they are expressing their feelings, they are often revealing their judgments of the other.

I was once mediating an internal workplace conflict.

The manager and her subordinate had been friends when they worked together as peers.

She got the promotion to be the manager.

He thought someone else should have.

That was a year ago.

Now their relationship was strained.

They were in mediation.

She was sharing how he had always been so supportive of her, before the promotion.

No longer.

Now, it seemed, he was focused on second guessing and playing ‘gotcha’.

She bit her lip gently as the muscle at the end of her chin spasmed up involuntarily.

Barely perceptibly, she teared up.

And said:

“I felt betrayed!”

But is betrayed a feeling?

Some would say no.

That 'betrayed' is not a pure feeling but rather a faux feeling.

Faux feelings are also called non-feeling words.

The Asheville Center for Compassionate Communication says non-feeling words are words describing your judgment of "what others are doing to you."

They suggest that although the words feel or felt commonly precedes words like betrayed, they are not true feelings.

Rather, they are judgments of what the other has done wrong, and why they are to blame.

Other examples of faux feelings include attacked, bullied, blamed, belittled, discounted, left out, manipulated, provoked, put down and victimized.

The term faux, which suggests something is 'fake', is unfortunate as their expression provides a gateway into what is really going on emotionally.

It may not be the kindest expression, but it is often more honest.

More real.

Because, for every faux or non-feeling word, there are authentic feelings (not tainted by judgement), that point to needs not met, waiting for discovery.

So, for example, behind betrayal we often find anger, hurt and disappointment.

Suggesting the possible need for trust, dependability, honor, commitment and clarity in the relationship.

The ideal is that we express ourselves using words to describe what we noticed about our emotional sensations and the authentic feelings we associated, without judgment.

The reality, certainly in mediation, is that participants are not always capable of doing so.

And so, when they do use words like betrayed, consider seeing it as an opportunity to reframe the conversation away from judgment, and back to feelings and needs.

Here’s an image with some examples of ‘faux feelings’:

Returning to my mediation.

Using the wisdom, that behind judgments are valid feelings and needs, I was able to acknowledge the hurt and disappointment I'd seen on her face.

And through gentle probing, establish that she was angry too.

Importantly she was able to confirm her need to be able to depend on her subordinate, and restore trust.

All of this had a cathartic affect.

And contributed to a resolution that day.

So, I say yes to faux feelings.

And put them to good use.

To get to the heart of the matter.

By refocusing on feelings and needs.

To support a lasting resolution.

The Importance of Empathy

From LifeHacker (http://lifehacker.com/)

With an increasingly polarized and divided world, we need empathy more than ever before. Too often we are talking at each other, unable to listen and jumping to entirely wrong conclusions. Communication is fast becoming a stressful endeavor, which instead of connecting us, is increasing separation. So, what is empathy? We seem to have let go this most basic human characteristic. There are so many misconceptions around this simple and essential quality we seem to have forgotten. Learn more about empathy and how to develop it…

Some of the posts in relation to this video on You Tube:

Enrique Sanchez: “Empathy should be taught at every educational level because that's the key for living in harmony with the world. Empathy not only involves humans but also animals and every living creature and mother earth.”

Maureen O’Connell: “Empathy is, at its simplest, awareness of the feelings and emotions of other people. It is a key element of Emotional Intelligence, the link between self and others because it is how we as individuals understand what others are experiencing as if we were feeling it ourselves.”

BendingBananas: “Seriously, a lot of people could really use a good dosage of empathy. Imagine how much nicer everyone would be!“

Dakota Rose: “What a beautiful thing Empathy is. This video was great! Whoever made this did a good job creatively capturing the idea of empathy. Good work.”

What is Empathy?

Differentiating Between Feelings And Faux Feelings

By John Kinyon

Feeling is awareness of inner bodily experience of sensations and emotions, versus thinking, such as “I feel like you don’t respect me,” or “I feel that you’re not listening.” Words commonly used for feelings often mix up thought and feeling (“faux feeling” language, e.g. “I feel judged, disrespected and unappreciated.”) Feelings relate to our perceptions of the world and the quality of our thinking. Feeling presence in our body and compassionately accepting our feelings creates inner connection and helps us process/integrate emotions.

The feelings and needs on this PDF Handout are suggestions only; this listing is neither complete nor definitive. It is intended as an aid to translating words that are often confused with feelings. These words imply that someone is doing something to you and generally connote wrongness or blame. To use this list, when somebody says “I’m feeling rejected,” you might translate this as: “Are you feeling scared because you have a need for inclusion?”

PDF Handout

John Kinyon has devoted his life and career to furthering human connection and cooperation around the world through empathic communication. John is co-creator of the Mediate Your Life (MYL) training program and company, based in the work of Nonviolent Communication/NVC (cnvc.org). 

More samples from the PDF file:

The Atlas of Emotions

In collaboration with the Dalai Lama, Drs. Paul and Eve Ekman created an online, interactive map of emotions to increase emotional awareness and compassion on a global front. 

The motivations behind this project are simple: we don't know what we don't know, and many of us don't know what we're feeling or why--we simply react! By expanding our understanding and use of greater emotional vocabularies, each of us will be better equipped to notice, learn from, and manage emotional triggers and responses.

The Atlas of Emotions is available for free to the public free as an online educational resource.

The Science of Emotions & Relationships | Huberman Lab Podcast #13

by Dr Andrew Huberman

In this episode, I discuss the biology of emotions and moods in the context of relationships. I focus on the science of how early infant-caregiver attachment, combined with adolescence and puberty shapes our adult patterns of attachment. I explain the three universal aspects of emotions, the reality of right-brain versus left-brain personalities, and how the roots of adult attachment are also grounded in specific aspects of puberty. I review what factors determine when puberty starts and ends, and the role of oxytocin and other chemicals in controlling how we perceive and remember others. As always, I refer to various practical tools including new tools for understanding and predicting our emotions before they occur, and neurochemicals that shape human connection.

Dr. Andrew Huberman is a neuroscientist and tenured professor of neurobiology and ophthalmology at Stanford School of Medicine. The podcast discusses neuroscience and science-based tools, including how our brain and its connections with the organs of our body control our perceptions, our behaviors, and our health, as well as existing and emerging tools for measuring and changing how our nervous system works. The podcast is frequently ranked in the top 15 of all podcasts globally and is often ranked #1 in the categories of Science, Education, and Health & Fitness.

Empathy is not the same as Sympathy

Have you ever wondered about the difference between empathy and sympathy?

And if you have, why sympathy has got such a bad name?

Dr Berne Brown’s famous video is a great starting place to explore the difference between the two!

In the video Dr Brown says that empathy fuels connection and sympathy drives disconnection. To empathize, she says, we must internalize the feelings of another.

In the examples she gives she suggests that we sympathize when we avoid acknowledging others difficult feelings and also when we minimize the experience of another, such as when we ‘silver-line’ with expressions like, “at least you have a job,” after hearing that the person was demoted.

I agree that these last two practices (avoidance and minimizing) are not empathetic, but I am not sure that they are what sympathy is about. Or indeed the real reasons for sympathy’s bad name.

As is often the case, words have numerous meanings. Sympathy’s Latin roots point to ‘similar feelings’ (sympathia and pathos).

However, the primary sense in most modern dictionaries suggest that sympathy means “pity or sorrow for someone’s misfortune.”

Sympathy as pity is dis-empowering and fuels disconnection. Comments like “I don’t want your sympathy” confirm this.

We want to be allowed to feel our feelings, rather than be rescued by the sympathizer who can never actually feel for us!

I agree that this sense is unfortunate and I suspect a reason for sympathy’s bad name.

But sympathy can also refer to the original Latin meaning and our capacity to recognize a common feeling. We sense that the other person may be feeling something similar to what we have previously experienced and sympathize.

As the listener, if we express our sympathy we may say “I was also ‘gutted’ when my team lost!”

The apparent danger is that unless we are careful we shift the focus away from the other. Now it’s about me and my team!

That’s another reason for its bad name.

So what then is empathy, and how is it different?

Empathy is our capacity to sense and understand what another is feeling from their – nor our – point of view.

This to me is vital. The focus is on them and how they make sense of their feelings.

So while I listen to my English friend bemoan their loss in the rugby world cup, I can sympathize as suggested above as I know what it feels like to lose. 

But I can also empathize. 

And when I do the shift is apparent. “I imagine you were gutted when your team lost! Especially as hosts. Must really hurt!”

As is suggested by Paul Bellet and Michael Maloney, our perspective becomes superfluous, certainly secondary to that of the speaker: 

“Empathy is the capacity to understand what another person is experiencing from within the other person's frame of reference, i.e., the capacity to place oneself in another's shoes.” 

 At best my frame of reference and knowledge of rugby can help me to understand what my friend is feeling (sympathy), but empathy lies in my ultimate ability to demonstrate to my friend that I understand him and his woes.

Empathy builds connection, and is based on authentic attention to the other.

Sympathy can move us toward, but is not the same as empathy.

In the same way that avoidance and minimization are neither sympathetic nor empathetic.

Much ado about nothing? 

Not so sure. Words matter.

Sympathy has its place, but there are dangers.

Which is why for life’s challenges,

I prefer empathy!

Helen Riess on Empathy

From her book, The Empathy Effect (pages 10 and 12)

“There are many definitions of empathy, and this has caused confusion even among many different types of scholars who study it, including philosophers, psychologists, scientists, and educators who have attempted to define it as a single trait.

Empathy is best understood as a human capacity consisting of several different facets that work together to enable us to be moved by the plights and emotions of others.

I prefer to use the term “empathic capacity” rather than “empathy” because this conveys that empathy is made up of many different psychological and physiological facets.

Our empathic capacity requires specialized brain circuits that allow us to perceive, process, and respond to others….The integration of these three very human activities predicts how “empathic” a person will be.

When people show empathy for others, they are usually good at perceiving what others feel, able to process the information, and able to respond effectively.

So it is important to broaden the definition as a capacity that encompasses the entire empathy loop from perception of, to response to someone else’s experience, and finally to check with that person for accuracy if there is any doubt.

This last part of the loop is called “empathic accuracy.”

In the past, people believed that you were either born with empathy or not, and there was not much that could be done about it. It is very important to those of us who study empathy’s application that empathy can be taught.

Empathy is a delicate balance of appreciating the feelings of others and learning how to manage our own feelings so we can be helpful.

We need to to learn to manage our empathic responses so that we ultimately deliver caring responses even when we can’t immediately find the words on our own.”

Helen Riess, M.D. is Associate Clinical Professor of Psychiatry, Harvard Medical School and Director of the Empathy and Relational Science Program at Massachusetts General Hospital. The mission of the Program is to enhance empathy and interpersonal relationships in healthcare. She is also Chief Technology Officer of Empathetics which offers scientifically based empathy training proven to optimize interpersonal engagement.

NVC Lifehacks 51: Negotiating a time out

By Shantigarbha of Seeds of Peace,

In this Life Hack we explore ways of creating space for self-empathy when your emotional fuel tanks are low. We suggest practicing negotiating a time out with your loved ones so that they know what's going on before things get out of hand.

Seeds of Peace offer Nonviolent Communication training, courses, and events both online and in Bristol and the South West.

https://seedofpeace.org/

Stephen Covey on the Talking Stick

Stephen Covey’s Talking Stick Story

“After I trained Indian chiefs who head up Indian nations in the United States and Canada, the chiefs gave me a beautiful gift – an intricately carved, five-foot-tall Talking Stick with the name Bald Eagle inscribed on it. The Talking Stick has played an integral part in Native American government for centuries. In fact, some of the Founding Fathers of the American Republic (particularly Benjamin Franklin) were educated in the ideas behind the Talking Stick by Native American chiefs of the Iroquois Federation. It is one of the most powerful communication tools I’ve ever seen, because, while it is tangible and physical, it embodies a concept that is powerfully synergistic. This Talking Stick represents how people with differences can come to understand one another through mutual respect, which then enables them to solve their differences and problems synergistically, or at the very least through compromise.

The Talking Stick Theory
Here’s the theory behind it. Whenever people meet together the Talking Stick is present. Only the person holding the Talking Stick is permitted to speak. As long as you have the Talking Stick, you alone may speak, until you are satisfied that you are understood. Others are not permitted to make their points, argue, agree or disagree. All they may do is attempt to understand you and then attempt to articulate that understanding. They may need to restate your point to make sure you feel understood, or you may just simply feel that they understand.
As soon as you feel understood, it is your obligation to pass the Talking Stick to the next person and then work to make him feel understood. As he makes his points, you have to listen, restate and empathize until he feels truly understood. This way, all of the parties involved take responsibility for one hundred percent of the communication, both speaking and listening. Once each of the parties feels understood, an amazing thing usually happens. Negative energy dissipates, contention evaporates, mutual respect grows, and people become creative. New ideas emerge. Third alternatives appear.
Remember, to understand does not mean to agree with. It just means to be able to see with the other person’s eyes, heart, mind and spirit. One of the deepest needs of the human soul is to be understood. Once that need is met, the personal focus can shift to interdependent problem solving. But if that very intense need for understanding is not met, ego battles take place. Turf issues arise. Defensive and protective communication is the order of the day. Sometimes contention, even violence can erupt.”

–Stephen R. Covey [The 8th Habit: From Effectiveness to Greatness] p. 197-198

Talking Stick: Peacemaking as a Spiritual Path

By Stephan V. Beyer

“The third thing that makes council or circle special as a way of meeting together, making decisions, solving problems, dealing with conflicts, and building community is the talking stick. The rule of the talking stick is simple: Whoever holds the stick gets to speak, and everyone else listens. The stick is passed around the circle, and each person holds it in turn.

My practice has always been to pass the stick around the circle clockwise. I do that because that is the direction the sun travels from rising to setting, at least in the northern hemisphere, and that is the way I was taught. Other people may pass the stick in a counterclockwise direction, or sometimes one way and sometimes the other. As with many things, there is no one way to do it.

The rule of the talking stick is simple, but that does not mean it is easy. In fact, the rule is quite difficult to follow, because we have been systematically taught in our culture not to listen to each other.

The talking stick can be anything-a stick, a rock, a statue, a feather, a ballpoint pen, a fork picked off the table. Some people use the term talking piece instead of talking stick to reflect the fact that what is passed around the circle does not need to be a stick at all. the stick can be specially made and decorated, an object which is personal or sacred or symbolic, simple or elaborate, or it can be expedient-a rock picked up on the spur of the moment, a coffee cup, a key ring.

The purpose is to create a safe space in which people can simply talk honestly and sincerely with one another. The talking stick is a way of creating some safety; a participant can speak without being interrupted or argued with. Indeed, the talking stick can supply courage to the shy and steadiness to the flighty; it symbolizes the responsibility of speech, the courage of the true speaker, the importance of truth.

The talking stick is miraculous. As a practical matter, the stick creates order. People cannot interrupt over each other. People have to wait their turn, not matter how strongly they feel about what was just said. The talking stick empowers the shy and deferential to speak and keeps the loud and overbearing from dominating the discussion.

The fact that people must wait for the stick to travel around the circle means that they cannot react immediately to something they disagree with. Instead they must first listen to what other people have to say, which often frames the statement in new and enlightening ways. The stick discourages personal confrontation and encourages group process.”

Stephan V. Beyer, Ph.D., J. D., is a community builder, peacemaker and carrier of council. He has been trained and certified in many areas of circle processes, mediation, and nonviolence and has served as a lecturer in restorative justice and in the theory and practice of nonviolent resistance as Chicago State University. He lives in Chicago.

Stephen V Beyer, The Talking Stick Talk

University of Pennsylvania, September 27, 2012

Cultivating Empathy and Compassion

By Dr. Paul Ekman

Dr. Ekman describes the steps towards feeling empathy and acting compassionately, as well as the different forms of compassion. 

Recognizing Emotion

The first step toward being empathetic and acting compassionately is to recognize how someone is feeling and, in particular, when they are suffering. This is often the simplest and easiest step of the process. For the most part, people are pretty skilled at recognizing how others are feeling when others clearly express emotional information through their words, facial expressions, and other nonverbal communication. However, it can be harder when someone masks or conceals their emotions. Emotional information may still be leaked, however, in the form of a micro expression. It can also be harder for some people to recognize the emotions of others, particularly if they are on the autism spectrum. Dr. Ekman’s online micro expression training tools are geared towards teaching you to quickly and accurately detect the macro, micro and subtle expressions of others in real time. 

Knowing how someone feels is the first step towards acting compassionately as we can not relieve the suffering of others if we don’t know they are suffering in the first place. On the other hand, recognizing the emotions and suffering of others does not guarantee we will respond compassionately, as it is possible to know how someone is feeling but not be concerned or interested in their wellbeing. 

Emotional Resonance

The next step after recognizing emotion is experiencing emotional resonance. I distinguish two types of emotional resonance: identical resonance and reactive resonance

  • Identical resonance is when you realize someone is in pain and you feel that same suffering. You actually physically experience a version of the other person’s pain.

  • Reactive resonance is when you realize someone is suffering and you have an emotional response (care and concern) to their suffering, but you don’t actually feel their pain.

With some exceptions, most people usually resonate with others on some level. Most people love to be in the company of highly emotional resonant people, as it can help them feel seen and heard. On the other hand, highly resonant and empathetic people need to be careful about preventing burnout by maintaining healthy boundaries and finding ways to care for themselves and stay resourced.  

Feeling emotional resonance is an important part of maintaining relationships with the people we love and for growing the roots to all forms of compassion. 

 Types of Compassion: Familial, Global, Sentient and Heroic

I distinguish different types of compassion based on who our compassion is aimed at and how we act in response. 

  • Familial compassion is the most common form of compassion. It is compassion we have for a family member who is suffering. Like the emotions, it is universal to the species and it can even be observed in other species. I believe familial compassion is the seed that can grow to extend to other people, and even all beings.

  • Global compassion is a concern to alleviate the suffering of anyone, regardless of their nationality, language, culture, or religion. Global compassion is when compassion is felt toward all human beings, and it is a central concern in someone’s life.

  • Sentient being compassion is compassion towards all living beings (not just humans). This type of compassion is sometimes aligned with certain religions and philosophies.

  • Heroic compassion is when someone takes action to protect the wellbeing of others despite the consequences and risks of doing so (in extreme instances, potential death). To be considered heroic compassion, this action is taken with no expectation of reward or recognition, but rather as a form of extreme altruism.

 Paul Ekman is a well-known psychologist and co-discoverer of micro expressions. He was named one of the 100 most influential people in the world by TIME magazine in 2009. He has worked with many government agencies, domestic and abroad. Dr. Ekman has compiled over 50 years of his research to create comprehensive training tools to read the hidden emotions of those around you.

Empathy over the Phone

by Doug Wojcieszak,

I just completed a Sorry Works! training for a senior living community on the West Coast, and was asked a great question: "How do you convey empathy over the phone?

At Sorry Works, we spend a lot of time teaching empathetic communication skills to healthcare professionals, and the basic messaging includes good body language, using words like "sorry," listening, and then calling someone or putting a plan into action to address the needs of the patient or family.

Conveying empathy over the phone can be more challenging. Body language, eye contact, and appropriate touches (hand on arm, hugs, etc) are not possible. In-person meetings almost always beat phone calls, but phone calls can still be good. Think about it...for us older folks we know the value of talking over the phone versus the now popular methods of texting, messaging, and e-mail. You can absolutely connect with a person during a phone call. The human voice is powerful.

Some tips for difficult phone calls: When having a potentially challenging conversation on the phone, remember to take time. Don't sound rushed or give the caller the belief they are being hurried off the phone call. Give it a good five minutes, at least. Really take the time to listen, and since you don't have the advantage of body language occasionally interject small verbal cues such as "OK," "uh-huh," and "go on" to let the other person know you are listening. At some point you may stop the conversation with the following statement, "Mrs. Smith, I want to make sure I heard you correctly, so I am going to repeat what you said...X...X..X....did I hear you correctly?" Repeating words back is a great way for folks to feel heard.

When folks are upset, have a complaint, etc, don't forget to say sorry or show concern in other ways ("that's terrible...I am sorry you are upset"). Formulate an action plan with a measurable next step ("Can I call you with an update at 8am tomorrow morning?). Make sure you have contact information for the caller. Finally, thank the person for calling and sharing their concerns. Patients and families are the reason you have a job.

Now, if a person wants to keep talking and talking, and talking some more, or is pelting you with a circular conversation (repeatedly making the same point or complaint), it is OK to tactfully conclude the discussion: "Mrs. Jones, I have heard your concern about X and have committed to a plan of action.....is there anything else you need help with? I do need to see other patients..."

Lastly, if you don't have time for a quality phone call because there are more pressing or emergent matters, say something like this, "Mr. Watson...thank you for calling me...I can't give you the time you deserve right now...can I call you back at 2pm today?" Most folks will understand. However, you have to follow through on your commitment.

Doug Wojcieszak, Founder and President
Sorry Works!
618-559-8168 (direct dial)
doug@sorryworks.net

Kid tears card as powerful gesture on path to resolution facilitated by teacher!

In this short video, John Ford, producer of The Empathy Set of Cards, interviews guest Nona Ikeda about her experience using the cards to resolve a conflict between two students at a Charter School in Northern California.

To watch the full interview from which this portion is extracted, click here.