Listen Up: Why It’s Better to Be Interested than Interesting

Listen Up: Why It’s Better to Be Interested than Interesting

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hi Matt here thanks for listening to think fast talk smart the podcast in honor of our upcoming 75th episode we'll be recording two free live events on January 12 2023 I'll discuss three critical communication tools we all should hone and practice and then I'll take your questions to sign up please visit stanford.io forward slash live 75. that's stanford.io slash live 75. we hope you can join us January 12th for some fun some learning and some prizes at the end of the day communication is all about connection connecting our ideas connecting to other people connecting to a higher purpose like an organization's Mission or vision but how do we do this connecting mostly it's through conversation join me today as I have a conversation about conversations my name is Matt Abrahams and I teach strategic communication at Stanford Graduate School of Business welcome to think fast talk smart the podcast [Music] I am super excited today to speak with Allison wood Brooks Allison is the O'Brien associate professor of Business Administration and Hellman faculty fellow at Harvard Business School Allison's research focuses on the science of conversation and interaction and she teaches an award-winning course called Talk welcome Allison I am so excited that we're actually getting to do this it is awesome and I can't wait to get into our conversation so let's go ahead and get started I first came to know you and your work when I was writing my book speaking up without freaking out I came across your research on reframing anxiety I know it's from a long while back but I'd love to have you share this really helpful speaking anxiety management technique do you mind sharing of course I would love to so when I was in grad school my dissertation was about anxiety and everybody feels anxious and not everybody needs therapy or medication or that level of treatment right and what you really need are just sort of these smaller scale coping strategies to help us deal with the very normal feelings of anxiety that we all feel a lot of the time so Matt what makes you feel nervous does anything make you feel nervous well I still get nervous you know Allison it's funny I get most nervous when I speak in front of folks like you people who study communication people who know what I know know a lot more than I know that's when I get nervous other times I've learned to manage anxiety through techniques like you're going to introduce and others but I still get nervous I how about you do you get nervous too oh my gosh totally yeah and I think we need to actually that was a very you you put a compliment in there so thank you that was very nice I think I think we'll feel anxious not only when we talk to talk to him there's uncertainty and any sort of lack of control which conversation is that's sort of how it's built right like we're co-constructing this interaction right now I don't know what you're gonna say I don't know what you're thinking and I can't possibly know so that uncertainty is always there and lack of control is there because I can't control how you react to me or what you think of me so really conversation is a very understandable place where you would feel anxious there are lots of other tasks that make us feel anxious as well so we tried a very simple coping strategy a very simple intervention and the question was can people reframe their anxious feelings as excitement and it's a really simple idea but the reason that it works is because when we feel anxious we have this crazy Instinct that we should try and calm down like really powerful everybody feels like they should calm down when they're anxious and that's hard right that that would require that we mitigate the physiological signs of anxiety so you're racing heart sweaty Palms biked cortisol in your body you're trying to like push those down as well as move from the negative valence right like a negative emotion like anxiety and move into the positive zone of calmness and that two-step move reducing the physiological signals and moving from negative to positive it's pretty much impossible it's very very hard especially the physiological component of it so instead what reframing as excitement does is it allows you to stay in that high arousal Zone you're not trying to combat your automatic physiological processes but instead you're just doing this mental reframe from negative to positive I love that it's so simple and in fact it really is you just say hey these feelings I'm having could represent excitement and and then you can begin thinking about what is exciting in this opportunity I'm excited to share my information I'm excited to contribute to this conversation and that allows you to move away from fighting yourself to calm down to not be nervous and and I have found this very helpful for myself and in the students I teach and the people I coach so I really appreciate not only you explaining it now but for just doing the work originally oh thanks Matt I'm oh it's great well talking about talk we teach one of the most popular electives at Harvard's business school and it's called talk can you tell us what the premise of your class is and highlight maybe one or two key takeaways yeah I love teaching this course talk is an acronym it's t-a-l-k and it stands for topics asking levity and kindness and what the course aspires to do is help people talk just a little bit better I started out in the business school at Harvard teaching negotiation I started to get a little frustrated is we have such a focus both as scientists and in public discourse on difficult conversations or so-called difficult conversations and this conjures conversations like negotiations or delivering constructive feedback or giving hard advice or right these things that we come to think of as difficult what I've realized through my life and teaching and through my research is that even easy conversations are difficult like we don't just suck at the hard ones we suck at the easy ones too they can be so stressful useful yes yes and and once you delve into the complexity and the Nuance that lives and breathes within each conversation you start to see why it's hard even even when our goals align even when our only goal is to have fun even that can be sort of hard right like we might say the wrong thing we don't know how our other people other people are feeling what they're thinking about and so that's what that's sort of the humble and extremely ambitious promise of the course let's make each conversation just a little bit better but in accumulation over all the conversations of your life that can make a massive difference for you and your career and for the people you love I have as you well know I've spent a lot of time recently talking about these spontaneous moments of communication because a lot of what's taught in your institution at my institution is how to do formal planned communicating and this notion of most of what we do in business and our personal lives happens in the moment and happens in conversation and I love that you are studying it anyone who's listened to this podcast knows that I'm a huge fan of structure and communication I think it can really help us in many ways and I know you think a lot about structure as well can you share your thoughts and research in the structure of conversations and how we can better leverage this knowledge to improve those conversations yeah of course I would love to when I hear the word structure it triggers so very many ideas and and thoughts for me that I actually wanted to turn this one around on you Matt and ask you when you think of the word structure especially in the context of communication what types of things are you thinking about great question for me a structure is nothing more than a logical connection of ideas it's a bridging of ideas it and not only is it the form that the communication takes but it is the way you think about the communication so having a structure helps solve one of the two fundamental problems I believe we have in communication what to say and how to say it what does your research tell us about structure in my research I'm really interested in topics and so what topics are is you take a chunk of turns so you ask me this question what do you think about structure and so turns our one organizing structure so we can chunk the turns that we've taken on this topic into a topic and that opens up all new ideas and thoughts about well how do we choose the best topics and how do we manage the boundaries between topics the topic heuristic is very intuitive to the human mind what we don't realize is that we're making these micro decisions constantly in our conversations to manage topics so every literally every time you speak you're choosing whether to stay on this topic or switch to something else so I'm trying to be a very polite podcast guest and answer your question about structure but I could Jag and start talking about the Kardashians right like that's an option that I have so that's topics right topics chunk our turns into thematic logical chunks and then even still within this like mechanical bucket we think a lot about what and you said this nicely earlier what we talk about there's actually a lot of more complexity there than we might intuitively realize there's actually three streams of content the first is verbal the words we say to each other the second is non-verbal and that's everything about how your body's moving your hand just regulation your facial expressions your eye gaze everything that's not that you perceive visually about other people is non-verbal then there's this third bucket that a lot of people don't know about or think about as a separate category that's extremely important for the structure of conversations and that's paralanguage and it's Everything acoustic about how we're talking to each other that's not words so words are the carriers of meaning but apparel language also can change the meaning if I say I love that mat that's very different than I love that Matt I love it it changes it entirely and it's just an acoustic property the tone of my voice how fast I'm saying it the pausing whether I laugh while I'm doing it and there's so many aspects of paralinguish that that can change I want to come back to small talk because small talk is something that many of us struggle with the Chit Chat that we have at mixers or at Coffee meetings or or even cocktail parties can be really challenging for people what advice and guidance do you have to make small talk less challenging and are there certain choices you talked about conversation being a series of choices that we can make that can help Small Talk go more smoothly yes so talk gets a bad a bad rap man it's not Fair it gets a really bad rep the purpose of small talk is to help us coordinate easily around more interesting topics right this everything about conversation is the sort of coordination kerfuffle we're trying to coordinate with another human mind like what should we be talking about how should we be interacting what do I feel safe sharing with you Etc small talk is really useful it's the predictable way that we open up this really crazy experience we're about to have together and so I think it gets too bad a rap it serves a very important sort of search process so if you think of small talk as a search and really lean into it as this like enjoyable search process then it can become less awkward I like that notion of reframing for sure and I think that can help and when you see it as a serving of purpose Beyond just this awkward I'm standing next to you and need to say something I've come to learn and I'm curious if you have other insights into this that in small talk are just the decision Visions we make can really influence how the conversation goes and I've heard that there are two choices people often make either supporting choices of the topic that's being discussed are shifting choices do you have insight into that and perhaps other types of choices that we can make to make things better or worse yeah so we studied topic selection a lot and we call it topic management two choices is actually a a good heuristic but it's oversimplifying what we're doing so what we how we study this we study a topic selection on a turn-by-turn basis so every time someone talks they're making a micro decision and you can imagine it as like I'm staying on this topic I'm going to support the topic or I'm going to switch that's a good heuristic but actually there's some gray area in between those two poles right so there's also I'm going to passively let you stay on this topic versus I'm going to actively encourage us to stay on this topic I'm going to say oh my God that's amazing tell me more which is very different than like uh-huh right like that's that's a big difference and the same with switching you can imagine moves that are very subtly drifting that are almost ambiguous like we're not sure if we're moving on to a new topic or if it's just a sort of like an adjacent fuzzy drift away from the current one and then there are really aggressive switches to new ones where we're talking about conversation with each other and then I'm like and also let me tell you about my chicken salad sandwich wow so yummy everyone should eat chicken salad there's like lots of shades of when we're making these choices about how to manage topics there's like shades of things you can do to support as you said or switch to to something new we can all feel when a topic like the juice is like dried up from a topic what we find in our research is that people who assertively switch in those moments are a great conversationalists right if you can sense if there's longer pauses if there's awkward laughter if people start repeating things they've already said on the topic it's their signals that it's time to switch and so doing so assertively is something we can all do a little bit better we we have this instinct to be a little afraid made to switch topics because it feels rude or abrupt or maybe they have more to say when in fact it's much safer and usually a good idea to switch to something new because boredom and stagnation are bigger risks than we know so I I'm not going to take the advice you just gave and and abruptly switch topics because I'm hearing a theme across several of the things you've talked about and it's really about being sensitive to what's needed in the moment and to me this thoughtfulness this slowing down is related really to listening you and I study communication and there's this notion that in communication it's about what you're saying but so often I'm coming to realize it's about what you're listening and hearing and I know in a recent chat you and I had you shared with me that you're really beginning to focus your research on listening and I'm curious if you could share a little bit about how you see listening and how we can become better listeners it's so funny that you say this map because my my course is called talk and the great irony of it is that I think it should really be called listen like that's one of the biggest takeaways from it is that it's so hard to be a good listener and so very important so we have some really exciting research about listening that's just come out I work on this topic with a PhD student here at Harvard named Hannah Collins and a co-author named Mikey Omens and my colleague at the Harvard Kennedy School named Julia minson and what we've realized is the human mind is built to wander it's not built to focus in on one person for long stretches of time and yet that's what conversation demands of our mind is to really pay attention to those three streams of content that I mentioned earlier the verbal content all those non-verbal cues and also the perilanguage it's like drinking from fire hydrant right we're bombarded by information and that information is very interesting it often makes our minds make connections to random ideas and then we want to elaborate and think about something else it's tremendous work to stay focused on a conversation partner as the whole conversation unfolds and so what we have found in our research is a key a key piece of this is like if you're putting in the effort to listen attentively to somebody show it to them don't just assume that they know and so there's decades and Decades of work on active listening this focuses on things like eye contact and nodding and smiling and laughing at the right times and leaning towards your partner these sort of non-verbal cues that you're listening to somebody and that's all great but it's great as a very basic starting point what we're finding now is actually expressing your attentive listening with your words is what makes someone such a compelling Communicator so I heard you earlier talking that you also eat the same lunch every day and be and the only way that I can say that now is because I was listening to you and so remembering to bring it up later or Express affirmation and say that's so interesting that you eat the same lunch every day why do you do that and asking a follow-up question these are undeniable cues that you've actually heard someone process what they were saying and you're repeating it back to them so these are the sort of High Fidelity cues of good listening and often people put in the work to listen to someone and they just forget to show it they forget to say it out loud and it's a huge missed opportunity so the ways to do this are through things like follow-up questions callbacks to earlier topics paraphrasing what someone has said or if someone has said something that's confusing again revisiting those repair strategies like can you ask a question that helps to fix a quick misunderstanding or this sort of Rift in your shared reality can you do it right then and there like you say oh I heard you say something about listening I didn't quite understand can you explain that a little bit more to me all of these things show that you're listening attentively to someone and that you care I think the gift of listening is a true gift and having to demonstrate it through your words is really really important and as somebody who hosts a podcast and teaches people how to interview and to run panels all the skills that you just talked about are critical in that success Matt are you always caught in like the meta Loop do you feel like you're floating over the room watching yourself it's like teach about because you're communicating about communication meta communication is really critical to becoming a better communicator but I I absolutely agree and I actually describe it just like you did that to become a better Communicator you have to be engaged in it and present in the moment but at the same time observing it from above to see what's going on and what's needed in a really effective communicators learn how to toggle between those two areas of focus to be effective and it takes practice and time to do it you know Alison this conversation has been absolutely fantastic I have learned a lot I'd love to ask you the same three questions I ask everybody on this podcast are you ready for that I was born ready I'm sure I know that for sure question one if you were to capture the best communication advice you have ever received as a five to seven word presentation slide title what would it be one thing that sticks with me this was from a professional Matchmaker named Rachel Greenwald who I love and adore and who also teaches communication she uses this catchphrase be more interested than interesting I think that's a really powerful bit of advice especially going back to the notion of small talk and chit chat it's really not about you it's about them and I love that idea about being interested rather than interesting and engine but to me conversation is just the vehicle by which we sort of express our Humanity to each other and are caring for other people and so this idea of being more interested in others than trying to be interesting yourself is a good nudge to move Beyond it's not about you right it's about you have people that surround you and what you're building with them for sure I am going to be really curious to hear your answer to this one number two who is a communicator you admire and why it's such a great question there are so many communicators I admire Matt I mean I admire you as a communicator and for many reasons perhaps the most embarrassing one is because you have such a lovely Timbre to your voice it's it's like Pleasant to hear all the time why thank you my yes we should get you to sing on this on this podcast no that would be a disaster I think my real answer here is Stephen Colbert in my course we watch a few examples of his live conversation with other people the first one is a conversation he has with uh comedian Ricky Gervais and they're talking they're debating the existence of God have you seen this conversation I have not so Ricky Gervais has trained as a philosopher and what I love about it is that it's a super serious topic and yet they find these moments of levity that are just so amazing and even beyond the levity they show incredible graciousness to the other person's perspective wonderful question number three what are the first three ingredients that go into a successful communication recipe this is so hard it's so hard to pick as a scientist I can tell you what the most robust predictors are of a good conversation it's hard to narrow it down to three I think it comes down to choosing good topics and making any topic good asking good questions finding moments of levity and expressing our kindness to other people but that's an easy answer so that's not gonna be my answer my real answer I talk about this I have a book coming out next year and so in the book we talk about minding the Gap Gap so Gap are these three ingredients of gratitude so being grateful for your conversation partners and even giving you the time the honor of their time and to be in their presence the a is acceptance so every great conversation starts from a place of acceptance it's sort of this Mantra of yes and that we borrow from stand-up comedians and then the p is patience so knowing that we're always going to make mistakes being patient with ourselves and with other people and trying to fix them well I cannot wait for your book to come out and I really appreciate you filling in those gaps for us today and helping us understand better how we can communicate and Converse and really listen so that we can engage demonstrate warmth and learn from others Allison this was a tremendous pleasure to have you on and it was great to chat with you I'm so grateful for your time thanks Matt thanks for joining us for another episode of think fast talk smart the podcast this episode was produced by Jenny Luna Michael Riley and me Matt Abrahams our theme music is composed by Floyd wander we invite you to find more episodes wherever you get your podcasts be sure to tell a friend or two to listen in as well subscribe and go ahead and rate and review the show as well finally join us on LinkedIn where our conversation continues foreign

2022-12-23 13:26

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