Page 122 - stephen covey The seven habits of highly effective people

THE SEVEN HABITS OF HIGHLY EFFECTIVE PEOPLE Brought to you by FlyHeart

When I say empathic listening, I am not referring to the techniques of "active" listening or "reflective"
listening, which basically involve mimicking what another person says. That kind of listening is
skill-based, truncated from character and relationship, and often insults those "listened" to in such a
way. It is also essentially autobiographical. If you practice those techniques, you may not project
your autobiography in the actual interaction, but your motive in listening is autobiographical. You
listen with reflective skills, but you listen with intent to reply, to control, to manipulate.
When I say empathic listening, I mean listening with intent to understand. I mean seeking first to
understand, to really understand. It's an entirely different paradigm.
Empathic (from empathy) listening gets inside another person's frame of reference. You look out
through it, you see the world the way they see the world, you understand their paradigm, you
understand how they feel.
Empathy is not sympathy. Sympathy is a form of agreement, a form of judgment. And it is
sometimes the more appropriate emotion and response. But people often feed on sympathy. It
makes them dependent. The essence of empathic listening is not that you agree with someone; it's that
you fully, deeply, understand that person, emotionally as well as intellectually.
Empathic listening involves much more than registering, reflecting, or even understanding the
words that are said. Communications experts estimate, in fact, that only 10 percent of our
communication is represented by the words we say. Another 30 percent is represented by our sounds,
and 60 percent by our body language. In empathic listening, you listen with your ears, but you also,
and more importantly, listen with your eyes and with your heart. You listen for feeling, for meaning.
You listen for behavior. You use your right brain as well as your left. You sense, you intuit, you feel.
Empathic listening is so powerful because it gives you accurate data to work with. Instead of
projecting your own autobiography and assuming thought, feelings, motives, and interpretation, you're
dealing with the reality inside another person's head and heart. You're listening to understand.
You're focused on receiving the deep communication of another human soul.
In addition, empathic listening is the key to making deposits in Emotional Bank Accounts, because
nothing you do is a deposit unless the other person perceives it as such. You can work your fingers to
the bone to make a deposit, only to have it turn into a withdrawal when a person regards your efforts as
manipulative, self-serving, intimidating, or condescending because you don't understand what really
matters to him.
Empathic listening is, in and of itself, a tremendous deposit in the Emotional Bank Account. It's
deeply therapeutic and healing because it gives a person "psychological air.
If all the air were suddenly sucked out of the room you're in right now, what would happen to your
interest in this book? You wouldn't care about the book; you wouldn't care about anything except
getting air. Survival would be your only motivation.
But now that you have air, it doesn't motivate you. This is one of the greatest insights in the field of
human motivations: Satisfied needs do not motivate. It's only the unsatisfied need that motivates.
Next to physical survival, the greatest need of a human being is psychological survival -- to be
understood, to be affirmed, to be validated, to be appreciated.
When you listen with empathy to another person, you give that person psychological air. And
after that vital need is met, you can then focus on influencing or problem solving.
This need for psychological air impacts communication in every area of life.
I taught this concept at a seminar in Chicago one time, and I instructed the participants to practice
empathic listening during the evening. The next morning, a man came up to me almost bursting with
news.
"Let me tell you what happened last night," he said. "I was trying to close a big commercial real
estate deal while I was here in Chicago. I met with the principals, their attorneys, and another real
estate agent who had just been brought in with an alternative proposal.