Page 136 - The Voice of Authority

report that things had gone
All cruel people describe well the second time around.
themselves as paragons The weary husband, who
of frankness. had been keeping a vigil at
—Tennessee Williams the hospital for almost 24
hours, asked the surgeon,
“What happened that she
had to go through the roller-coaster afternoon and this
second surgery?”
The doctor blurted out, “I told both of you in my office
two weeks ago that 3 percent of all patients have these
kinds of bleeding problems after surgery. She just hap-
pened to be one of the 3 percent.”
The doctor turned and walked on down the hall.
Executives, managers, supervisors, and service agents
often blurt out similar facts in the face of raw feelings. And
their words hit others with the same thud.

Listen Like You Care

Acknowledge that you hear what others communicate to
you—both verbally and nonverbally. Rather than inter-
rupting or telling your own story, communicate concern
through your words and your body language—good eye
contact, appropriate facial expression, focused posture.

Acknowledging what someone says to you:

“I certainly understand where you’re coming from on
that issue.”
“That’s a big step you’re taking.”

“That’s a risky move—you must have second
thoughts at times.”
“You must have felt proud of that accomplishment.”

124 The Voice of Authority