Page 130 - stephen covey The seven habits of highly effective people

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

You may look at the world through spouse-centered glasses; I may see it through the
money-centered lens of economic concern.
You may be scripted in the Abundance Mentality; I may be scripted in the Scarcity Mentality.
You may approach problems from a highly visual, intuitive, holistic right-brain paradigm; I may be
very left brain, very sequential, analytical, and verbal in my approach.
Our perceptions can be vastly different. And yet we both have lived with our paradigms for years,
thinking they are "facts," and questioning the character or the mental competence of anyone who can't
"see the facts."
Now, with all our differences, we're trying to work together -- in a marriage, in a job, in a
community service project -- to manage resources and accomplish results. So how do we do it? How
do we transcend the limits of our individual perceptions so that we can deeply communicate, so that we
can cooperatively deal with the issues and come up with win-win solutions?
The answer is Habit 5. It's the first step in the process of win-win. Even if (and especially when)
the other person is not coming from that paradigm, seek first to understand.
This principle worked powerfully for one executive who shared with me the following experience.
"I was working with a small company that was in the process of negotiating a contract with a large
national banking institution. This institution flew in their lawyers from San Francisco, their negotiator
from Ohio, and presidents of two of their large banks to create an eight-person negotiating team. The
company I worked with had decided to go for Win-Win or No Deal. They wanted to significantly
increase the level of service and the cost, but they had been almost overwhelmed with the demands of
this large financial institution.
"The president of our company sat across the negotiating table and told them, 'We would like for
you to write the contract the way you want it so that we can make sure we understand your needs and
your concerns. We will respond to those needs and concerns. Then we can talk about pricing.'
"The members of the negotiating team were overwhelmed. They were astounded that they were
going to have the opportunity to write the contract. They took three days to come up with the idea.
"When they presented it, the president said, 'Now let's make sure we understand what you want.'
And he went down the contract, rephrasing the content, reflecting the feeling, until he was sure and
they were sure he understood what was important to them. 'Yes. That's right. No, that's not exactly
what we meant here...yes, you've got it now.'
"When he thoroughly understood their perspective, he proceeded to explain some concerns from his
perspective. . .and they listened. They were ready to listen. They weren't fighting for air. What
had started out as a very formal, low-trust, almost hostile atmosphere had turned into a fertile
environment for synergy.
"At the conclusion of the discussions, the members of the negotiating team basically said, 'We want
to work with you. We want to do this deal. Just let us know what the price is and we'll sign.'"
Then Seek to Be Understood
Seek First to Understand, Then to be Understood. Knowing how to be understood is the other half
of Habit 5, and is equally critical in reaching win-win solutions.
Earlier we defined maturity as the balance between courage and consideration. Seeking to
understand requires consideration; seeking to be understood takes courage. Win-win requires a high
degree of both. So it becomes important in interdependent situations for us to be understood.
The early Greeks had a magnificent philosophy which is embodied in three sequentially arranged
words: ethos, pathos, and logos. I suggest these three words contain the essence of seeking first to
understand and making effective presentations.
Ethos is your personal credibility, the faith people have in your integrity and competency. It's the
trust that you inspire, your Emotional Bank Account. Pathos is the empathic side -- it's the feeling. It
means that you are in alignment with the emotional trust of another person's communication. Logos is