Dealing with People You Can't Stand: How to Bring Out the Best in People at Their Worst, 2nd Edition

6Reach a Deeper Understanding

So far, we’ve discussed listening as a method for increasing trust, cooperation, and understanding. Yet sometimes the most important and useful aspects of communication are hidden, not just from the listener, but from the speaker as well. When you identify these elements, you simultaneously blend and redirect the interaction.

Identify Positive Intent

We define positive intent as the good purpose meant to be served by a given communication or behavior. We assume that all behavior originates from a positive intent, and that includes negative behavior. The failure to recognize and appreciate positive intent can have ...