“Most people do not listen with the
intent to understand; they listen with the intent to reply.” This quote is
attributed to Stephen Covey (and multi-million dollar training programme), the
7 Habits of Highly Effective People: Powerful Lessons in Personal Change.
Though, to be honest, I’ve always had a
feeling that this concept has been around for longer than Covey, and goes way
beyond just listening to include how we read words on a page, especially now in
the world of social media, and how we see things as well.
Covey believed that “communication is
the most important skill in life. You spend years learning how to read and
write, and years learning how to speak. But what about listening? What training
have you had that enables you to listen so you really, deeply understand
another human being?”
But there are many detractors to Covey’s
thinking and as one critic, Art Petty, mentions “listening with intent isn’t a
technique, it’s a personal value backed by behaviors that cause us to shift
from the movie about ourselves running in our own minds to focusing on the
movie or picture being created by another.”
Covey’s underlying premise is that “if
you're like most people, you probably seek first to be understood; you want to
get your point across. And in doing so, you may ignore the other person
completely, pretend that you're listening, selectively hear only certain parts
of the conversation or attentively focus on only the words being said, but miss
the meaning entirely. So why does this happen?
Because most people listen with the
intent to reply, not to understand. You listen to yourself as you prepare in
your mind what you are going to say, the questions you are going to ask, etc.
You filter everything you hear through your life experiences, your frame of
reference. You check what you hear against your autobiography and see how it
measures up. And consequently, you decide prematurely what the other person
means before he/she finishes communicating. Do any of the following sound
familiar?”
This desire to respond has gone way
beyond listening and can be seen on a daily basis in social media, like on LinkedIn,
Twitter, etc – where many people make comments without first trying to
understand the topic under debate and/or understand the comments already made.
They just want to make a point – any point – as long as it’s their point.
There is a danger for society with this
behaviour as it’s encouraging people to focus on their ‘intent to reply’ rather
than their desire to first understand – and this potential ‘shift’ in behaviour
can have very serious consequences for civilization in general, both from a business
and personal perspective – as how we engage with others has a significant
impact on the ability to build relationships and trust.
One of the key points in Covey’s
thinking is that we must first spend the time trying to understand the other
person or people – since if we don’t, what follows has no synergy to what is
going on either in the verbal or written communication.
History is full of disasters built on misunderstanding - but it doesn't have to stay that way, since in today's modern world we have the tools and the ability/intelligence to communicate much faster and more effectively than ever before.
So it does come down to desire, personal
values and personal choices – do we want to engage in meaningful conversations
where we first really want to understand the debate, and the thoughts behind it
and then contribute to it in a meaningful manner – or do we just want to be
heard – hoping that someone somewhere will like what we have to say.
There is a real danger with social media
that we will forget how to listen, read and see things with a real intent and
desire to understand – often learning something in the process; and that we
will instead become people who just want to reply, regardless of how irrelevant
that reply might be – and in the process fail to learn ourselves.
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