02/09/2022
Following are Goulston’s nine core rules from his book "Just Listen"
1. Move Yourself from “Oh No! to OK” – Stress interferes with your ability to reach people, so get your emotions under control…quickly. Strive to move from your initial reaction (“Oh No!”) through the release (or realization) phase, through the recenter phase, the refocus phase, and finally to the reengage phase. When you do so, you go from being fixated on the way you are convinced the world should or shouldn’t be, but never will be, to being ready to deal with the world the way it is.
2. Rewire Yourself to Listen – We tend to size up people instantly based on what we’ve heard about them or experienced first-hand. However, our first impressions and first impressions are a jumbled mix of truth, fiction and prejudice. We end up dealing with a fictitious creation, not the real person. If you want to open the lines of communication, open your own mind first to determine who they really are.
3. Make the Other Person Feel “Felt” – This simply means putting yourself in the other person’s shoes. When you “get” each other, you can change the dynamics of a strained situation or relationship to cooperation, collaboration, and effective communication.
4. Be More Interested than Interesting – To master the skill of being interested, and being sincere when you do it, stop thinking about a conversation as a tennis match where the goal is to score more points than your opponent. Instead, think of it as a detective game, in which your goal is to learn as much about the other person as you can. Ask questions that demonstrate that you want to learn more, e.g., that will cause them to say “I feel x, I think y, I did or would do z.”
5. Make People Feel Valuable – People need to feel valuable; even (or possibly especially) the complainers, whiners, and obstructers. Both the good people in your life and the annoying people need and deserve reassurance that they matter. Do so, and they’ll give you what you need. Everyone competes for time, but no one should need to compete for importance.
6. Help People to Exhale Emotionally and Mentally – Stress isn’t bad. It causes us to focus, become determined, and test our mettle. It’s when stress crosses over to distress that problems result. Even though it can be very difficult, allow people to vent and get as much off of their chest as they feel is possible, without you interrupting or being judgmental. The saying goes to “Forget the music. If you want to soothe the savage beast, get the beast to exhale.”
7. Check Your Dissonance at the Door – Dissonance occurs when you think you’re coming across in one way but people see you in a totally different way. For example, you think you’re confident, energetic, and passionate, but others see you as arrogant, hyper, and impulsive. It also occurs when you think you perceive someone else accurately, but the other person doesn’t agree. So how can you know how others perceive you? Ask your friends, relatives and coworkers.
8. When All Seems Lost, Bare Your Neck – When you’re cornered and feel like baring your teeth, instead reach deeper, feel your fear, face up to your deficiencies and tell others that you’ll do your best to reform. As Keith Ferrazzi says, “Don’t be afraid of sharing your vulnerabilities. Vulnerability doesn’t make you weak, it makes you accessible.”
9. Steer Clear of Toxic People – Strip people who want to con you, bully you, thwart you, or make you a scapegoat for their mistakes, of the power to hurt you. Goulston writes that “If you’re hesitant to say “No,” you may be neurotic. If you’re truly afraid to say “No,” you’re probably dealing with a toxic person. And if nobody ever say’s “No” to you, that toxic person could be you.”