Posts Tagged ‘listening’

Why Car Talk works!

Tuesday, August 10th, 2010

The Callers

He was one of those callers who knew a ton about fixing cars.  He was talking about valves (specific ones), pressure tests (specific ones), and all the things that he had already tried.  He was a car guy.  The Car Talk  guys – Tom and Ray -  quickly abandoned their silliness and got down to business.

They match the caller move for move, idea for idea.  They were talking about serious car repair – that 99% of their listeners would never understand or even care about.  But, this caller cared and was asking a serious question.

They matched his seriousness with their own sincerity and knowledge.  And the caller got lots of good information and ideas.  He said Thank you and he hung up.

They provided some complements about the callers ability, then traveled back to their playfulness.

The next caller, a woman, asked about what to do when she gets “the look” (i.e. that she has no idea what she is talking about) from her mechanic while explaining that her brake pedal is going to the floor.

They had some good laughs, asked what she did for a living, used that to make some jokes, and then gave her some solid information about the severity of the situation.

The magic of Tom & Ray

In case you don’t know, these guys have a massively successful show about cars on NPR.  It’s funny.  It’s informative.  It’s entertaining.  And all this, it works whether or not you car a hoot about cars.

I figured out why it works yesterday while listening with my kids. Ready?

1.  Expertise – they know what they are talking about.  They really know cars and car repair.
2.  Humor – they are funny and they like to play

But the thing that really makes the show work, makes it keep working, and makes it as popular as it is?

3.  Empathy & Listening

They very quickly identify the car knowledge of the person they are talking to.  And then they match it, brilliantly.  They are just excellent at relating to the callers.

It’s like walking into the Apple Store – or really any computer store.  Your experience is 100% dependent on the employees ability to talk to you in a way that you understand and not take you to LingoLand (unless you love going to LingoLand and are capable of going to LingoLand).

Click and Clack are masters of matching the language and knowledge level of their callers.

And it is this quality that makes them successful.  Because there are lots of people very knowledgeable about fixing cars.  There are lots of very funny and playful people.

But, there are not many people who excel at being able to be empathetic, listen, and then match their explanations/interactions to the capability level of the other person.

It is a massively valuable skill and will help you be successful in just about anything you do in life.

Um, er, teaching?! a card game

Monday, May 24th, 2010

I watched in horror, covering my eyes often, as he tried to teach the card game to his kid.

It was evident that the dad had been learning how to play and now wanted to share his enthusiasm.  The problem is that a 6 year old does not learn a card game the same way that a 50 year old does, and dad was not aware of that.  He was too preoccupied with sharing all his ideas and techniques.

It was painful to watch the kids face as dad explained the finer details of trump and card counting.

It would have been better if the kid just spaced out and stopped listening entirely, but the kid kept trying to grasp what his dad was saying, probably because of the enthusiasm.  But, the dwindling  self-confidence was growing across the kids face.

The intention from both the dad and his son was touching.

The actions that accompanied that intention were, well, not so good.

Empathetic Observation & Chunking Information

It reminded me of a musician who visited my son’s classroom years ago.

He was an excellent guitarist.  He played beautiful music.  And he was the dad of my kids preschool classmate.

I was looking forward to his classroom visit, as was Z (my little guy).

But, the visit was a disaster.  Complete dud.  He taught a class as if he were talking to college students, not 4 or 5 year olds.  He talked about music theory.  He talked about harmony.  He talked about different kinds of guitars.

He didn’t play his beautiful music.  And the kids were done after the first 2 minutes of his 30 minute visit.

Being able to communicate information at an appropriate level for kids is a skill – empathetic observation.  And it’s a skill that all parents, teachers, grandparents, aunts and uncles ought to learn.  Because when you help a kid to learn something, it feels great and they feel a sense of accomplishment, but when you confuse a kid with information that is too difficult, not in the right order, or they can’t understand, they end up feeling crappy and not capable.

Message from Captain Obvious

And Captain Obvious says we don’t want our kids feeling crappy and not capable, we want them feeling powerful, creative, and resilient.

At one point dad noticed his kid was having trouble and was not picking up the game quickly;  phew.  Unfortunately, in that moment he chose the easy (and far too common?) path.

The Easy path is to  blame the learner – “They aren’t ready.”  “They aren’t that sharp.”  “They’re stupid.”  “They’re lazy.”  “They aren’t paying attention.”

The Hard path is to take ownership – “I wonder how I could make that easier for them.”  “Where is a better place to start?”  “Are they following me?”  “Are they building on what we have already talked about?”  “How do they learn?”  “The way they understand this is going to be different than how I understand it (and probably at a different level).”

The subtlety of self-esteem

Teaching someone is so, so much more than transferring the information in your head to someone else’s head. Listening to understand and watching to understand will provide you everything you need to know about what the kid needs if you are paying attention.  It will provide you the exact information about what information or practice will be most helpful.

This is a skill that we can learn. But, to learn it, we have to get our self out of the way.

Empathetic Observation is a skill that as parents, teachers, and caregivers, we must learn, so that our young people feel over and over again, that they are capable, that they are resilient, and that making an effort makes a difference.

Their sense of self depends on our ability to figure them out.

©2010 Play Huge Coaching: Morgan Rich, lifecoach • 4110 SE Hawthorne Blvd. #307, Portland, OR 97214 • (503) 234-4843 • contact
Play Huge blog is proudly powered by WordPress
Entries (RSS) and Comments (RSS).