Shep21's Blog….Leadership, marketing & customer service through the printed words of many

November 19, 2009

Filed under: Uncategorized — shep21 @ 4:18 am

Conversational Ping Pong

by Michael Hyatt

Early in my business career, one of my mentors told me that conversations should be like a game of ping pong. You wait for the ball to come over the net, then you hit it back to the person on the other side. Then you do it all over again—and on it goes. In a good conversation, there is both give and take. This is something we have intentionally tried to pass on to our own children.

 I certainly have a lot let to learn, but over the years, here are some of the things I have learned about “conversational ping pong”:

 Listen with your heart. Words are a small part of any communication. The intellectual exchange is only part of the exercise. You can pick up a lot by paying attention to the non-verbal cues, including the other person’s eyes, their tone of voice, and their body language.

 Be aware of how much you are talking. I try to talk in sound bites. Frankly, I learned this from doing hundreds of radio and TV interviews through the years. If I didn’t periodically stop talking and give the interviewers a chance to speak, they weren’t bashful about interrupting me or bring the interview to a close. People are more polite, but you can still lose them, as the would-be consultant did with me.

 Hit the ball back over the net. Nothing communicates value and respect to a person more than asking them what they think. Unless your giving a formal speech, every encounter should be a dialogue. That means you have to consciously hit the ball back over the net and give the other person a chance to respond. The best way to do this is with thoughtful questions.

 Ask follow-up questions. The best listeners I know never stop with just one question. Like peeling an opinion, they ask follow up questions, going deeper each time. This is where you learn the most and where you tap into the possibility to add real value to the other person’s life. One question I like to ask is this, “How did it make you feel when that happened?”

 Provide positive feedback. A “poker-face” may help when you are playing cards, but it does not help build trust or develop relationships. People need to know that you are listening and understand them. Nodding your head and providing verbal affirmation are critical skills that anyone can learn, but they must be cultivated.

 Your ability to lead is directly tied to your ability to lead powerful conversations. If you want to increase your influence, you have to perfect the gentle art of conversational ping pong.

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