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By Kathy McGuire, October 25, 2007 2:47 pm

Reflect, Don’t React

Someone comes at you, seemingly out of the blue, absolutely furious. You are stunned and want to fight back. Instead, you can diffuse the other person’s anger by simply responding in an Active Listening way:

• “Wow, something is really upsetting you…”
•  “You’re saying you are absolutely furious that I forgot to show up for lunch”
•  “You are really upset because you are not getting the service you expected”
•  “You are really mad that you’ve had to go through four other departments just to reach me”
•  “It really bothers you when you have to go through all those mechanical phone responses just to get to a human being” 

Yes, this is the behavior which I wish customer service representatives had all been taught so that, when I call them, furious, they would just respond,” I’m sorry that you are so upset. Tell me more about what is bothering you so we can fix it,” instead of adopting that rigid, “I’m just following the rules,” “We never make mistakes,” “There’s really not anything I can do for you”  attitude that just makes me more and more angry!

Bottom Line: deflect and diffuse anger by simply responding with empathy: “Boy, I can see how this is hard for you,” “I’m really hearing how frustrating this has been for you.”

Reflect the Words…and the Feeling Tone…

As opposed to Passive Listening, where you simply give your silent attention to the other, at the most saying “Ummmhmmm” or “Ah, hah!” or “Wow!”, in Active Listening, you set aside all your typical responses (advice, argument, opinions, problem-solving, judgments) and simply try to say back what the other person is saying, with an emphasis on the feeling tone, if you pick up any:

Example One: Customer

Customer: “I’ve just had to wade through 16 phone messages to get to you, and I was cut off and had to start all over. It’s taken me ten minutes already.”
Customer Service: “ Wow! I’m so sorry! You’ve already been through ten minutes of frustration, and I’m the first person you’ve gotten to talk to.”
Customer: “Why can’t there just be a simple way to talk to a human being?!! I hate these phone messages!!”
Customer Service: “It is so frustrating to you to have to go through this waiting and confusion everywhere you go.”
Customer: “Damn right! Okay, let’s get on with it. This is the problem. I changed my mailing address for my bills, and they are still going to the wrong address, and then I end up getting late fees.”
Customer Service: “Okay, let me take a look at your account right now and see what we can do.”

Example Two: Spouse

Wife: “How could you have forgotten that we had a dinner engagement at 6PM with the Smiths???!!!!!!!!
Husband: “Wow! You are really angry. I must have slipped up somewhere. You’re saying I forgot a dinner engagement with the Smiths?”
Wife: “Yes, you idiot! It was at 6PM, and I’ve been trying to reach you on your cell phone. How humiliating!!!!! Where were you?!!!!!”
Husband: “So you’ve been trying to reach me ever since 6PM, and it’s been embarrassing for you, having to make excuses to the Smiths. And you’re wondering where I was.”
Wife: “How could you not answer your cell phone!!!! That is what they are for, emergencies like this one!!!!!
Husband: “So, to you, this really was an emergency, and no way to get through to me. You’re wondering why I didn’t answer my cell phone and where was I anyway!!!!!!”
Wife: “Yes, that is exactly right! So, where were you?”
Husband: “Okay, I am so sorry. Let’s try to figure out how this happened. I got held up at an emergency meeting with my boss, and I couldn’t answer my cell phone. He would have gotten even madder at me….I guess I was so upset by this confrontation with him that I just absolutely forgot about the Smiths…..I should have had the dinner in my Palm Pilot, but I guess I didn’t hear that either…I was just driving and thinking about what to do with the work situation. What can I do to make this better now? Do you want me to call the Smiths and make another plan?”
Wife: “Oh, that’s okay. It’s over now. Why don’t you tell me what happened at work while I find you something to eat….”

Example Three: Child

Child: “I hate school, and I’m never going again. Teachers are all idiots!!!!”
Parent: “Wow, something is really upsetting you today. Sounds like a teacher did something stupid that bothered you…”
Child: “No, it didn’t bother me!!!! I’m not going to get bothered by fools like that. I don’t care what they think!!!!! I’m just not going anymore!!!!!!”
Parent: “So, it didn’t bother you. You’re not going to be bothered by fools like that. You don’t even care what they think. And, right now, you’re saying you are never going again.”
Child: (tears of hurt coming) “She said I’ll never be a writer…that I don’t even know punctuation (crying).”
Parent: “So your teacher said, ‘You’ll never be a writer…you can’t even do punctuation,” and that is really hurting you. Writing is very important to you.’
Child: (more tears) “There is more to writing than punctuation….what I’m saying is way more important….I’m pouring my heart out.”
Parent: “So, for you, writing is not about punctuation but about what you are saying, that you can really pour your heart out. That’s what’s important.”
Child: “Yes (fewer tears)…that’s what matters to me. Next time, will you help me with the punctuation so that she can’t make fun of me?”

Believe it or not, this diffusion of anger, usually to hurt, will happen. And what have you got to lose by trying? There really isn’t any other miracle way in these situations!

Perhaps the idea of just “reflecting” the other person seems silly to you, like a parrot. However, when you are on the receiving end, just hearing your own words back without judgment or “fixing,” you will be amazed at what a rare blessing and relief it is just to be heard.

Learn The Focused Listening Skill

The Focused Listening Core Skill of PRISMS/S at Creative Edge Focusing (TM) is more than just reflecting.  You will learn many nuances:

• how to “ask for more” about words with “neon lights” around them,
• how to use Focusing Invitations to help the speaker sit quietly and “sense into” the “feel of it all,” facilitating a Paradigm Shift, and
• how, sometimes, you can offer your own Personal Sharings (advice, information, own similar experiences), as long as you go back to Active Listening, reflecting the impact of your words on the other person.

However, always, simple Active Listening, saying back, reflecting the words of the other, remains the core – the one, simple, most powerful thing you can do to increase communication with another person, while, at the same time, helping them to find their own solutions to their problems.

Learn more about Focused Listening at http://www.cefocusing.com/coreconcepts/1a2.php

Apply Active Listening as “Five-Minute Grieving,” when patient, friend or colleague starts crying: http://www.cefocusing.com/freeresources/2a1d.php

Try “Passive Listening Turns,” a simple turn-taking protocol to turn arguments with significant others into creative problem solving: http://www.cefocusing.com/freeresources/2a1c.php

See examples of  Interpersonal Focusing for conflict resolution: http://www.cefocusing.com/casestudies/6a3.php

Purchase the Self-Help package of Creative Edge Focusing (TM) to learn how to apply all of these skills in friendship, love relationships, support groups, and work teams: http://www.cefocusing.com/services/5b1.php

Find Certified Focusing Professionals offering Classes or Workshops in core Listening/Focusing skills World-Wide, in many languages at http://www.focusing.org/trainers_search.asp

Find Coaching, Classes and Workshops with Dr. McGuire and Creative Edge Associates at http://www.cefocusing.com/store/categories.php

Dr. Kathy McGuire

Creative Edge Focusing (TM)

www.cefocusing.com

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By Kathy McGuire, October 23, 2007 1:04 pm

“Core Concepts of Creative Edge Focusing (TM) approach to parenting: 

• In order to raise children for today’s world, parents must “mentor” their children for independent and flexible problem solving and decision making.  Children need guides, mentors : Yoda of Star Wars, not authoritarian police man.

• Children have natural access to the “intuitive sensing” central to Intuitive Focusing . This inner guide leads to independent decision making, having a “conscience,” and having a satisfying life which fulfills one’s unique “blueprint,” specific talents and aspirations.

• Positive Parenting helps children maintain and develop this “inner guide.” Using Focused Listening,  parents learn to help children find their own solutions to problems.

• Physical, sexual, and emotional abuse are the enemy of developing this inner sensing, this conscience and guide for independent decision making.  They exactly teach children to dissociate from their bodies, from their “felt experiencing” or “intuitive feel.”

• Educating parents for child rearing is not enough; parents must heal their own “Inner Children” before they can radically alter their behavior toward their children. The PRISMS/S Problem Solving Process, with Core Skills of Intuitive Focusing and Focused Listening,  is needed for change at the level of Paradigms, cognitive/emotional/behavioral “schemata” that determine behavior, emotions, and thinking. The kaleidoscope has to turn….

• Parents can learn to use Focused Listening and Intuitive Focusing in their own relationship. The Creative Edge Pyramid includes applications of PRISMS/S at many levels. Parents can help each other with Inner Child healing through Focusing Partnership turns. They can also use Interpersonal Focusing to resolve conflicts between themselves in terms of parenting styles

• Parenting support groups are absolutely essential. Parents sharing with other parents can help them weather crises in their marriages or single parenthood. The essence of support groups is (a) you are not alone. You are not the only one experiencing these things (b) you are all experts. Using the resources among you, you can solve problems, move mountains. Focusing Groups and Focusing Communities provide self-help, peer counseling models for support groups.

Four Applications of Listening/Focusing to Parenting

The Core Skills of Intuitive Focusing and Focused Listening  can be applied to parenting in four different ways, two primarily for your children, and two primarily for yourselves as parents. I call this Inner/Outer Parenting…….”

Read more, with links to self-help skills mentioned above, and download articles on

“Parents As Mirrors: Preventing Narcissism,”

“Setting Limits While Allowing Choices” 

“Positive Parenting: Listening to Your Self, Listening to Your Partner, Listening to Your Child”

at Creative Edge Focusing, Interest Area: Positive Parenting, http://www.cefocusing.com/isthisyou/3a1d.php

Three other interesting sites about Positive Parenting:

Jane Nelson (author of Positive Discipline, my favorite book on parenting)’s site, www.positivediscipline.com

The Parent To Parent Training Program at CHADD (national organization for Children and Adults With Attention Deficit Disorder, www.chadd.org

Resources and training from the Positive Parenting program, www.positiveparenting.com

Dr. Kathy McGuire, Director

Creative Edge Focusing (TM)

www.cefocusing.com

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By Kathy McGuire, October 15, 2007 2:09 pm

Collaborative Edge Sexuality: Negotiation Among Equals For Win/Win Solutions

 In Unequal Desire? Try Erotic Massage a few days ago,   I spoke about unequal sexual desire and making three dates per week, starting with massage for the weary, if need be— Un-“Coupling” Desire and Satisfaction But what if desire is still unequal? What if one partner would happily have sex every day; the other much less frequently— What if your partner gets turned on just watching you undress for bed – and you are only thinking of going to sleep? You are not responsible for satisfying your partner’s desire—but, you should also not stand in the way.  Self- Satisfaction needs to become completely accepted, not to be hidden or scorned—It can be celebrated by the other, even if the other only wants minimal participation, or none—and, sometimes, it might surprise the other with their own desire— Only do what feels “okay” —but don’t be stopped by society’s “taboos” Check with your “intuitive feel,” your “felt sense” of each new situation (learn Intuitive Focusing at http://www.cefocusing.com/coreconcepts/1a1.php). While your lover self-satisfies, might you be willing to do a slow strip-tease?—or dance for your lover?—or tease them with a feather boa?—or a touch on the inner thigh? Perhaps you are only willing to sit in a provocative pose while you read your book—or, perhaps, this day, you would rather leave and go check your email—or go to sleep—or perhaps your partner would rather go out into the garden, in company of the night sounds and breezes— Then or at another time, share from your “felt sensing” about “self-satisfaction.” We all have a lot of past history, taboos, and also sensuous experiences to share. 

Sharing Sets The Stage And Keeps The Curtain Open

At Creative Edge Focusing (TM), www.cefocusing.com , you can download the free Instant “Ahah!” manual, in the sidebar after subscribing to our e-newsletter, but also in Free Resources under Long Articles. It gives you ten simple exercises you can incorporate into your every day life. Use Instant “Ahah!” #8, “Sharing Your Day: Instant Intimacy” to keep the door to further intimacy open. Use Instant “Ahah!” #3, “Passive Listening: Stop arguments” for five-minute uninterrupted turns to communicate about sex or anything else. Visit www.cefocusing.com to learn about Intuitive Focusing, Focused Listening, and how to use Focusing Partnership turns and Interpersonal Focusing turns for ongoing communication and conflict resolution.Okay, I’m nervous about posting this, but, if you have comments, out with them!Find links to free articles, personality tests, multi-media Self-Help training, Classes and workshops 

Dr. Kathy McGuire, Director Creative Edge Focusing (TM)www.cefocusing.comThe site of new insights and creative solutions is at the edge of what is already known. This edge, The Creative Edge, holds implicit within it all past and future knowing about the problem, more than could ever be put into words in a linear way 

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By Kathy McGuire, October 14, 2007 3:18 pm

I first came upon the Myers-Briggs Type Indicator when my adopted son entered public school as a first grader. Immediately, he was diagnosed as Attention Deficit Disorder With Hyperactivity (ADHD).

 Here I had been living with this vastly entertaining, golden boy for seven years (from birth) and, suddenly, because he could not sit still at a desk and listen to a teacher talk, there was something really wrong with him, something needing medication.

Although I am a clinical psychologist, I am not a big fan of medication as the first choice for everything (absolutely, there are times when it is life-saving, can save lives with depression or bopolar and help greatly with ADHD). And, being a client-centered (based upon the work of Carl Rogers) therapist, I believe that every person has a unique path, unique talents, a unique acorn that will grow into a unique tree.

So I started looking for a way to describe all of my child’s positive strengths to his teachers, e.g., no, he didn’t sit still, but, yes, he could do puzzles way better than most children. No, he didn’t sit still, but, yes, he could put objects together and fix machinery. No, he didn’t sit still, but, yes, he was an amazing athlete, always friendly and happy, etc.

The best tool I found was Keirsey & Bates, Please Understand Me (Prometheus Nemesis Book Co.,1984), still my favorite inexpensive, user-friendly introduction to personality differences. There is a modified version of the MBTI in the front with scoring sheet and explanations of the sixteen personality types generated.

I identified my son as an EST(F)P, an “artisan,” an “active, hands-on learner.” (see the tables included at the end of  my short article, “Jung, MBTI, and Experiential Theory”, http://www.cefocusing.com/pdf/2f1n_Jung_MBTI_Exp_Theory.pdf, for Thumbnail descriptions of each of 16 MBTI “types”). I then could use the classroom-oriented work of Thomas Armstrong (ADD/ADHD Alternatives in the Classroom, ASCD, 1999) and Howard Gardner’s Multiple Intelligences theory and many other tools to fight for active, hands-on learning options for my child at school.

As a single mom, I also started to apply the MBTI to my understanding of relationships. At one point, thinking I had honed in on the problem, I posted newspaper “personal ads” saying I was looking for an “NF” (iNtuitive Feeler) partner. I found one, and it didn’t work out! Maybe we were too similar!

Instead, I found an ISTJ partner, a wonderful compliment to my INFJ  type. Right from the beginning, I shared MBTI understandings with him.  We knew we shared an Introverted (I)love of quiet alone time and a Judging (J) love of organization and structure. His Sensing (S), reality-oriented common sense balances my iNtuitive (N) “sixth sense” global  imagination. His Thinking (T) ability to be objective and analytical actually complements and balances my Feeling (F) ability to be subjective, relational, and empathic.

However, without the MBTI understanding of our difference, we might have floundered, him finding me “overly emotional, ” me finding him “overly intellectualized,” him finding me “unrealistic,” me finding him “boring and mundane.” 

As a “mature” couple (he on his third marriage, I my second), perhaps we had also realized that compromise, appreciation, and mutual respect for difference were key to continuing relationship. We discussed how our former spouses, both P’s, had brought spontaneity and fun, but also lateness and disorganization that we couldn’t tolerate.

What does the MBTI understanding do for you? When your child or partner does something that makes you think, “This person must be from a different planet,” or “This person is crazy,” or “This person is evil,” looking at MBTI differences can help you see that, yes, this person is radically different from you, but he is like a whole lot of other people, a whole “type” of people with unique talents and unique “gifts” to bring to the table.

A few examples:

I am rushing to get my son to the bus for a winter retreat with his church group, up on a mountain. Arriving early (which, as a J, I like to do), I look down and see that, on his feet, he has no socks and flipflops, his only shoes for the trip. I am screaming at him as I rush home for “appropriate shoes,” “How could you……?!!!!!” Then, I realize, for someone who is “spontaneous, lives-in-the-moment, is the life of the party,” thinking ahead to a snow-covered mountain was just not in his repertoire.

One of my husband’s former wives gave him this reason when, after 15 years, announcing “out of the blue” that she was leaving him: “Remember that time we were moving, and I wanted to stop to say goodbye to friends (F) and you said we couldn’t, we had to stay on schedule so we could return the van on time(TJ) ? That’s why.”

When I am caught up in too much feeling (F), my husband can steady the ship with an “objective analysis” of what is happening (T).

Enough for today. Main point: people really are different and, rather than hate them for it, embrace these many “gifts” by using tools like the MBTI.