December 20, 2006
Vol. 4 Issue 50
IN THIS ISSUE
  • Survey: Projects at Work
  • Crucial Tip: Explore with Inquiry
  • Kerrying On: My Favorite Gift
  • Letters to the Editor
  • Where Can I Learn More?
  • Contact Us
  • Projects at Work

    Are you in the middle of a project at work that suffers from unrealistic deadlines, insufficient budgets, unlikely promises, or uncooperative executives?

    We’d like to know your experience. Take our five-minute survey today.

    Everyone who completes the brief survey will get access to an audio MP3 from our popular Crucial Conversations Audio CD Companion

    Explore with Inquiry

    Every healthy interaction has two parts: (1) Advocacy—stating your mind clearly, and (2) Inquiry— seeking to understand accurately. The goal of both is to get as much information as possible into a shared pool of meaning.

    We often get wrapped up in getting our meaning into the pool, and forget to give equal weight to hearing what others have to say. Remember to not only listen, but to actively inquire about the other person's meaning.

    Inquiry is exploring. It demands legitimate curiosity and a healthy respect for others. Instead of asking, "How could they believe that?" ask, "Why would a reasonable, rational, and decent person believe that?" (and really want to know!)

    If we inquire in ways that show that we honestly care about learning (and not winning), people feel safe to share what's on their minds.


    Crucial Conversations
  • 1/23-24 Portland, OR
  • 1/30-31 Atlanta, GA
  • 1/30-31 Las Vegas, NV
  • 1/30-31 Philadelphia, PA
  • 2/6-7 Phoenix, AZ
  • 2/6-7 Washington, D.C.
  • 2/20-21 Toronto, ON
  • 2/27-28 Irvine, CA

    More

    Crucial Confrontations

  • 1/23-24 Irvine, CA
  • 2/27-28 New York, NY
  • 3/27-28 Miami, FL

    More


    Crucial Conversations

  • 1/17, 11:00-12:00 PM MT Flawless Execution for Project Management
  • 1/25, 11:00-12:00 PM MT Flawless Execution for IT
  • 2/7, 11:00-12:00 PM MT Flawless Execution for Six Sigma and Quality

    More

    Register today for an event by clicking on one of the links above.

    For questions, contact us toll free at 1-800-449-5989.

  • Questions, feedback, or information you would like to see in the newsletter? E-mail us at editor@vitalsmarts.com.

    Submit your Q&A question online to the authors of Crucial Conversations and Crucial Confrontations.

    About the Authors
    Submission Guidelines
    My Account
    Subscribe
    Newsletter Archive
    "I hear—I forget, I see—I learn, I do—I understand."
    – Gennady V. Oster

    My Favorite Gift

    MP3 | Podcast | More about podcasts
    About the Author


    Kerry Patterson is coauthor of the New York Times bestseller, Crucial Conversations: Tools for Talking When Stakes Are High. more

    One brisk December morning as my five-year-old son Taylor and I skittered across the local mall’s icy parking lot in search of gifts for his two older sisters, Taylor turned to me and asked, “What was your bestest and most favorite Christmas present ever?” I have contemplated the answer to that question over the years since. Despite the fact that as a child I had perched over the toy section of the Sears catalogue (much like a monk musing over a sacred manuscript), my favorite gift never made it into Mr. Sears’ marvelous book. In fact, it was never sold in any store. More curious still, it sat in a box, unopened for almost fifty years. To appreciate this magical gift, you have to know a little bit about how the human mind works.

    Although nobody completely understands how anything as complicated as the brain actually functions, I like to think of it as thousands of tiny shelves that sit in long rows inside our head. On these shelves sit millions of even tinier boxes. And inside these boxes you find memories. Some of the boxes remain unopened and unattended for years and the thoughts left inside evaporate like dry ice on a hot summer day. Other memories remain active and vital because we pull a box off the shelf, open it, and relive the experience.

    Of course, every time we crack open a memory box we change the contents ever so slightly. That’s because when we visit a memory, we add a little here and snip a little there. With each new peek into the box, we make subtle alterations until one day all that is left is the memory of a memory of a memory; little more than a faint and blurred copy. The original is gone forever.

    But not always. Every once in a while the most amazing thing happens. A mysterious force knocks a box off one of our memory shelves—a box that has sat untouched for years suddenly bursts open. And when it does, you relive a precious moment—unchanged and straight from your childhood. That’s what happened to me one December morning a few years ago as I was preparing for my granddaughter who would soon be making a Christmas visit. As I fussed and fidgeted and tried to make the house safe for a curious child, I spotted a small shiny object on the floor, just under our living room couch. As I drew closer I could see that it was a dime.

    “We can’t have that lying around!” I muttered to myself, as I dropped to my hands and knees.

    At that very moment, a song that I had learned in the first grade started playing on the radio: “Christmas is coming; the goose is getting fat. . . .” The image of the shiny dime coupled with the haunting melody of a childhood song pushed an untouched package off my memory shelf.

    Whoosh!

    As the lid from this tiny box popped open and the contents tumbled out, I was suddenly six years old. The dime I had been staring at under the couch magically transformed into a dime lying under my grandfather’s candy counter.

    When I was a boy my grandpa owned a corner grocery store and every day on the way home from elementary school I’d stop by to see him. Grandpa was always as interested in the characters portrayed in my childhood primer as I was. “Spot ran away, and Sally and Puff are looking for him,” I’d explain. “Really?” he would ask with genuine interest. “Do you think they’ll find him?”

    Grandpa always wore a lime green apron that looked clean and stiff and official. As the sole proprietor of our only neighborhood store, I thought he was about as important as any person alive—maybe as important as a brain surgeon, a judge, or even a fireman. I loved my granddad as much as I loved anyone or anything. Grandpa loved me in return. He was proud of everything I did. When I earned a gold star at school, he acted as if I had invented penicillin. Even when I didn’t do very well he’d smile warmly and tell me not to worry.

    Sometimes grandpa would use me as a prop. On rainy days (which was most of the time in Bellingham, Washington), I’d stop by the store and he would go through the same routine. Grandpa would be chatting with a grownup customer and as soon as I’d walk up next to him he’d mention how miserable the weather was. Then he’d look out at the drizzle and say, “You know, I wish the sun would come out. Not so much for myself but for my grandson.” Then he’d pat me on the head and explain, “I’ve seen the sun before, but my grandson never has!” Everyone would laugh.

    On this day—that is, the day that fell down from my memory shelf—I was on my hands and knees doing what little boys do when they’re at their grandfather’s grocery store, next to the candy counter. I was looking for coins. Sometimes grownups would drop a penny, and if you were lucky, you’d end up with a tasty treat. Only this time, I spotted a shiny new dime. Ten whole cents!

    I can still remember what I bought—one licorice whip, one red-hot jawbreaker, two sour cherries, one raspberry vine, and ten Whoppers. (Whoppers were two for a penny.) Grandpa smiled wide as I scampered out of his store. You would have thought that he was the one with the pocketful of candy.

    Since I was still a child when this took place—and still believed in miracles—the next day I ran out the back door of school, raced down the hill, burst into Grandpa’s store, and dropped to my knees in search of treasure. Then I crawled around and looked and sniffed, and probed, and hunted until—guess what? I found another dime. I couldn’t believe my good fortune! This time I bought my older brother an Oh Henry candy bar and myself five pieces of penny candy.

    And so it went. Every day I’d drop to my hands and knees, find a dime, and marvel at my good luck. Sometimes I’d only spend five cents, and the next day I’d buy a fifteen-cent kite. All through that spring and well into the summer I bought fudgesicles on hot days, kites on windy days, and candy bars when I was thinking of my brother. And every single day Grandpa would smile wide as I ran from the store with my treasures in hand.

    This was the box that fell from my memory shelf when I knelt to pick up a dime the day my granddaughter was coming for Christmas. The entire rush of thought—complete with Whoppers, kites, and licorice whips—passed in a flash.

    As I arose from my hands and knees nearly fifty years after finding that first dime, the adult inside me returned. “Why grandpa!” I thought to myself, “You put those dimes there didn’t you!” Sure enough, at age seventy-two, he had gingerly lowered himself to the floor and secretly hidden a dime in a different spot each morning. He didn’t do it for the thanks. He never told me what he had done. He did it because he loved me.

    I had a friend growing up who was given some of the most amazing gifts for Christmas. The year he turned sixteen his parents gave him an entire automobile. Not just a leather steering-wheel cover, or one of those smelly cardboard pine trees you hang on the rearview mirror—but an entire car. If his five-year-old son were to ask him about his “bestest and most favorite” Christmas present ever, I bet he would talk about that shiny red Chevy. But for me, my favorite gift fell off a shelf after it sat untouched for nearly fifty years. It was wrapped in childhood innocence and when the lid popped off and the contents tumbled out, it bathed me in the warm glow of my grandfather’s love.

    Sometimes when I’m feeling blue I open that glorious box and look at the kites and penny candy and relive the joy. Sometimes the box falls down all by itself. I’ll be walking down the street when a person wearing lime green clothing passes by me and bumps the box. Plunk. And you know what—I think sometimes my grandpa from somewhere far away whispers, “Happy Christmas!” and the breeze from his sweet voice gently nudges the box.

    Whatever causes the package to tumble, the result is always the same. I taste the sweet fudgesicles, feel the tug of a kite, and imagine my grandfather on his hands and knees—hiding a dime for his beloved grandson. And even though my “bestest and most favorite” present was never listed in any department store catalogue, that extraordinary box—that memory box filled with grandpa’s love—is far more precious to me than anything ever shaped by human hands.

    I shall cherish it forever.

    Back to Top


    RE: "Employee Temper Tantrum" (Nov. 15, 2006)

    I'd like to ask a question about the use of the word "unacceptable" in this week's article. I feel as it if might be one of those "hot button" words you later recommend avoiding.

    quot;What I’d like to address is how you did it. Because that was unacceptable. May I describe my concern?”

    I think if one of my employees heard that I considered their emotional reaction to a decision I made to be "unacceptable" before I stated my experience in the interaction, they would shut me off. Who wants to be told they are unacceptable? It sounds like what my parents said to me when I had temper tantrums!

    Instead, I would recommend something more like:

    "What I’d like to address is how you did it. I think that the way you expressed your feelings could have been done in a way that is more appropriate. May I describe my concern?”

    What do you think?

    Peace,
    Seth A.

    Response by Joseph Grenny:

    I couldn't agree more. Nice catch.

    So often when we (and I, too) craft our statements, we're insensitive to the way our words might trigger stories in another person. I think your recommended change to my example is far less likely to provoke an emotional response—and is a better example of the skill I was illustrating than mine was. Great work.

    Joseph

    ------------------

    RE: "Kerrying On: You May Never Have to Leave Your Parents' Basement Again" (Nov, 22, 2006)

    You cannot imagine how much I agree with you! But in defense of the children always going to organized outings and not being able to interact and play with their peers on an informal basis:

    It is a different world today than when I grew up. I was born and raised in the city of Chicago, and it was normal for us to tell Mom that we were going to the park or the school to play ball or to meet friends. Her only warning to us was "Be home for dinner."  

    In today's world, Mom or Dad may have to worry about an ex-spouse taking the child; drugs and violence are more prevalent; child molesters seem to be coming out of the woodwork. The parent cannot send their children out to the park without adult supervision. So that leads to always packing the kids off to the supervised sports and social arenas, and the  informal meeting of children, where they learn to talk to each other, argue, come to agreements, and lose their fear of the opposite sex does not exist anymore.

    Thanks,
    Jan C.

    ------------------

    I was extremely disappointed to read the comments on "Second Life." The author does not seem to have any personal experience with the environment, and makes unwarranted and somewhat strange assumptions.

    For example: "people log into simulated communities ... and conduct simulated conversations." These communities and communication are real, in the same way that communication and communities around other electronic fora (like e-mail, IM, blogs) are real. In contrast, Second Life provides a much richer communication medium because of the capability for non-verbal communication. Educators, academics, and business people are using Second Life to do their work precisely because of the rich social interaction. Thanks for labeling us all as loners living in our parent's basements!

    I invite the author to explore Second Life some more, and I would be happy to give a demonstration of real communities and real communication in-world.

    B.H.

    ------------------

    RE: "Strong Language at Work" (Nov. 29, 2006)

    Dear Mr. Patterson,

    I enjoyed your article on "Strong Language at Work" and agree with your general approach, although I take issue with its softness.

    You suggest asking "if it would be okay to discuss a small issue that is bothering you" and then "explaining that the issue that has you concerned isn't a big deal." I disagree with this approach on three counts. First, it's not a small issue because coarse language is intimidating and seriously disruptive. Second, whether it bothers the person speaking is less relevant than its effect in the workplace, which needs to be made clear. Finally, it is a big deal and should not be minimized.

    I'm sure these points can be made tactfully in the context of the principles of Crucial Confrontations. They should be stated clearly and not minimized.

    Thanks for the great work. I look forward to future articles.

    Dave B.

    ------------------

    I want to thank "Offended but not wanting to offend" for a courageous question and Kerry for his fabulous response. In my personal life I do swear and am embarrassed to admit that I am guilty of using curse words at work. While no one has spoken to me about it offending them, it's undoubtedly uncomfortable or offensive for some. I don't want to offend or make coworkers feel uncomfortable. I also care about my credibility, reputation and career. Thank you for opening my eyes!

    Kind regards,
    Recovering Offender


    Back to Top