2. Empathic communication

Subject title Empathic communication

Purpose of the activity Introduce young people to the methodology of Empathic communication, provide practical tools to build harmonious relationships, resolve disagreements and seek peaceful solutions that include all needs, both in personal life and in a professional environment.

Duration 2-2.5 hours.

Location and tools Projector for presentation, writing board. Chairs (or bean bags or mats). Paper, sticky notes and writing tools for participants. Copies of lists of feelings and needs for all participants. 3–4 printed sets of cards of the needs.

Number of participants Unlimited, but the most effective number – 15–20 participants.

Acquaintance/ team building methods

Icebreaker Game “People’s lives”

The game starts with all the participants standing, requires some space for movement. The moderator reads the statements one by one and invites the participants to put his/her hand on the shoulder of a person who in his/her opinion: 1. has been exercising this morning,

2. knows how to cook delicious food,

3. likes to dance,

4. is a good listener,

5. has no stage fear,

6. would donate money to the homeless,

7. hasn’t made the bed this morning.

After each statement, give time until all participants intuitively choose the person they think best fits each statement.

After the task, it is explained to the participants that we often decide in advance about people, make assumptions or guess about their character, habits, abilities. Sometimes these predictions can be very accurate and help us orient ourselves in the social space, and sometimes our prejudices can interfere with seeing the inside of a person, understanding his/her experiences, and the reasons for his/her behaviour. Empathic communication teaches us to listen deeper and understand each other better, to see what lies behind the assessments.

Time to complete the task: 5–7 minutes

Practical tasks

Task no. 1. “A step towards connection”

Divide the participants into groups of 6–8 people.

Invite one participant (volunteer) from each group to stand in front of the other members of the group standing in front of the volunteer at a distance of about 1 meter, who are lining up in one row shoulder to shoulder. Provide a printed “A step towards connection” sheet for each group volunteer.

The volunteer reads the phrases one by one written on the sheet, empathizing with the words and emotion with which they could be said. Listeners who are standing in line check how they feel when they hear the phrase and ask themselves – do I feel a greater closeness or distance, a withdrawal from the speaker, when I hear this phrase? If the participant feels greater closeness, openness, acceptance, he/she takes one step forward. If the participant feels the urge to withdraw, the discomfort, the withdrawal, he/she takes one step back.

This is how all phrases are read. Additional options: • A volunteer who reads can check phrases he/she has come up with

• Group members can exchange, giving others the opportunity to be in the role of reader

Participants are invited to briefly share their impressions and insights.

This task helps to highlight the power of words in building connection and encourages reflection on how we can express ourselves in order to create more intimacy and peace in a relationship. Time to complete the task: 10–15 minutes.

Task no. 2. “Needs Poker”

Divide the participants into groups of 4–5 people, invite them to sit in a circle. Distribute one set of need cards to each group, invite them to place the cards on the floor in the middle of their circle.

In each group, give each participant 5–7 minutes to share a situation, a problem from his/ her life, in which he/she felt unpleasant feelings. This may be an unresolved problem or an example from the past. While listening to the story, the rest of the group is invited to try to recognize the needs that lie behind the narrator’s feelings. Looking at the cards laid out, listeners are asked to pick up those cards that, in their opinion, seem the most important to the speaker in his or her situation. When the speaker stops talking, the other participants check with him/her to see if the hypothesized needs match the speaker’s feelings by asking him/her: “Is it important to you in this situation (insert word(s) from selected cards of the needs, such as respect, freedom, understanding)?” The set of cards also includes blank cards – they are intended in the case when the listeners see a need that is not mentioned in other cards. In this case, he/she himself/herself can name the word, guess.

Important: encourage listeners to refrain from giving advice, comfort, compassion, analysing the situation, or seeking solutions. The purpose of this task is to listen to the story, focusing on and listening to the needs of the speaker and guessing them empathetically.

After the task, participants are invited to briefly share insights – 1–2 comments from each group. Time to complete the task: 30 minutes.

Practical tasks

Task no. 3. “Empathy meditation in pairs”

Participants divide into pairs, sit in front of each other and decide who will be the listener first and who will be the speaker. The speaker, listening to himself/herself, to his/her feelings and sensations, shares his/her answer to the question for 5 minutes. Meanwhile, the listener listens to the speaker quietly, attentively, and without interruption. His/her job is to empathetically hold space, focus on the speaker’s experience. An additional test for the listener is to maintain a completely neutral facial expression by refraining from nodding, smiling and other mimes.

After 5 minutes, the roles are exchanged and the listener takes over the role of speaker, answering the same question, and the person who spoke first becomes the listener.

This process is repeated with 2 questions:

1. How does the need for freedom manifest itself in you?

2. As you experience this moment deeply, what images, feelings, and sensations emerge?

This task is a practice of deep listening to oneself and empathic, attentive listening to another. The additional test of maintaining a neutral facial expression brings interesting insights, encouraging to draw attention to the impact of our body language.

Time to complete the task: 20–25 minutes.

End of session reflection methods Participants are given sticky notes (post-its) and pens. Each participant is invited to write briefly on one post-it what he/she understood, learned during the Empathic Communication session, and on the other – the need that was met (for example, cognition, communion).

Invite to adhere the post-its to the appropriate section on the whiteboard:

“Today I have found out, understood, learned…”

“Today I have met the following of my needs:”

Invite everyone to review the information on the board, read each other’s post-its. Take a photo of the board and share it with participants or on social networks.

Notes to the leader The principles of this methodology may be familiar to some participants, heard from other awareness, emotion management, and communication practices. The value of a structured model of empathic communication is best revealed through practice and reflection. To achieve this, it is important to create a safe environment, ensure confidentiality and allow time for discussion, reflection, insights after the tasks.

It is important to note that the duration and results of the session will largely depend on the willingness and determination of the participants to share openly and be vulnerable. This methodology has the potential both to be accepted as useful information at the intellectual level and to have a high emotional, experiential depth.

THEORETICAL INFORMATION

Empathetic communication (otherwise known as Nonviolent Communication (NVC)) is a four-step language model developed by the American psychologist Dr. Marshall B. Rosenberg. It is a universally adaptable model that helps to avoid miscommunication and conflicts, and to hear the deep-seated common needs of one’s own and others.

It is a combination of our thinking, communication, and how we use our power that helps to unlock our innate tendency to give of our own free will from the heart, taking into account the needs of everyone. The goal of empathic communication is to create and maintain a quality, harmonious relationship, when the needs of all are important and actions are not driven by a sense of guilt, shame, fear or duty, but by a sincere desire to enrich life.

“Nonviolent Communication shows us a way of being very honest, but without any criticism, without any insults, without any putdowns, without any intellectual diagnosis implying wrongness.” – Marshall Rosenberg

NVC PRIELAIDOS

NVC practice is based on several key assumptions. When we live based on these assumptions, self-connection and connection with others becomes a lot easier and simpler. 1. All human beings share the same needs: We all have the same needs, although the strategies we use to meet these needs may differ. Conflict occurs at the level of strategies, not at the level of needs.

2. All actions are attempts to meet needs: Our desire to meet needs, whether conscious or unconscious, underlies every action we take. We only resort to violence or other actions that do not meet our own or others’ needs when we do not recognize more effective strategies for meeting needs.

3. Feelings point to needs being met or unmet: Feelings may be triggered but not caused by others. Our feelings arise directly out of our experience of whether our needs seem to us met or unmet in a given circumstance. Our assessment of whether or not our needs are met almost invariably is based on an interpretation or belief. When our needs are met, we may feel happy, satisfied, peaceful, etc. When our needs are not met, we may feel sad, scared, frustrated, etc.

4. The most direct path to peace is through selfconnection: Our capacity for peace is not dependent on having our needs met. Even when many needs are unmet, meeting our need for self-connection can be sufficient for inner peace.

5. Choice is internal: Regardless of the circumstances, we can meet our need for autonomy by making conscious choices based on awareness of needs.

6. All human beings have the capacity for compassion: We have an innate capacity for compassion, though not always the knowledge of how to access it. When we are met with compassion and respect for our autonomy, we tend to have more access to our own compassion for ourselves and for others. Growing compassion contributes directly to our capacity to meet needs peacefully.

7. Human beings enjoy giving: We inherently enjoy contributing to others when we have connected with our own and others’ needs and can experience our giving as coming from choice.

8. Human beings meet needs through interdependent relationships: We meet many of our needs through our relationships with other people and with nature, though some needs are met principally through the quality of our relationship with ourselves and for some, with a spiritual dimension to life. When others’ needs are not met, some needs of our own also remain unmet.

9. Our world offers sufficient resources for meeting everyone’s basic needs: Once people are determined to value everyone’s needs and have regained the skills to communicate and share resources creatively, we will be able to overcome our current crisis of imagination and find ways to address everyone’s basic needs.

10. Human beings change: Both our needs and strategies to meet them change over time. Wherever we are today, alone or together, all people are capable of growing and changing.

NVC INTENCIJOS

The following intentions are also followed when practising NVC, believing that they enrich our lives and contribute to the creation of a world, in which the needs of all are met peacefully.

A. Open-Hearted Living 1. Self-compassion: We aim to release all self-blame,

self-judgements, and self-demands, and meet ourselves with compassion and understanding for the needs we try to meet through all our actions.

2. Expressing from the heart: When expressing ourselves, we aim to speak from the heart, expressing our feelings and needs, and making specific, do-able requests.

3. Receiving with compassion: When we hear others, we aim to hear the feelings and needs behind their expressions and actions, regardless of how they express themselves, even if their expression or actions do not meet our needs (e.g. judgements, demands, physical violence).

4. Prioritizing connection: We aim to focus on connecting open-heartedly with everyone’s needs instead of seeking immediate and potentially compromised solutions, especially in challenging situations.

5. Beyond “right” and “wrong”: We aim to transform our habit of making “right” and “wrong” assessments (moralistic judgements), and to focus instead on whether or not human needs appear met (needbased assessments).

B. Choice, Responsibility, Peace 1. Taking responsibility for our feelings: We aim to connect our feelings to our own needs, recognizing that others do not have the power to make us feel anything. This recognition empowers us to take action to meet our needs instead of waiting for others to change. 2. Taking responsibility for our actions: We aim to recognize our choice in each moment, and take actions that we believe will most likely meet our needs. We aim to avoid taking actions motivated by fear, guilt, shame, desire for reward, or ideas of duty or obligation. 3. Living in peace with unmet needs: We aim to work with our feelings when we experience our needs as unmet, connecting with the needs rather than insisting on meeting them. 4. Increasing capacity for meeting needs: We aim to develop our internal resources, particularly our NVC skills, so we can contribute to more connection and greater diversity of strategies for meeting needs.

5. Increasing capacity for meeting the present moment: We aim to develop our capacity to connect in each moment with our own and others’ needs, and to respond to present stimuli in the moment instead of through static stories about who we and others are. C. Sharing Power (Partnership) 1. Caring equally for everyone’s needs: We aim to make requests and not demands, thus staying open to the other’s strategies to meet their needs. When hearing a “No” to our request, or when saying “No” to another’s request, we aim to work towards solutions that meet everyone’s needs, not just our own, and not just the other person’s.

2. Improve capacity to share resources according to needs: With the goal of meeting as many people’s needs as possible and protecting the environment, we seek to develop and implement strategies to ensure that global resources are shared in accordance with those needs.

3. Protective use of force: We aim to use the minimum force necessary in order to protect, not to educate, punish, or get what we want without the other’s agreement, and only in situations where we find that dialogue fails to meet an immediate need for physical safety. We aim to return to dialogue as soon as we have re-established a sense of physical safety.

A FOUR-STEP MODEL

The axis of the empathic communication method is four steps that help to return to the awareness of empathic communication, expressed through the abovementioned intentions and assumptions: 1. OBSERVATION

• Actual naming of the situation. • Without evaluation. Neutral: neither good nor bad.

• I perceive this in one or more of my senses.

• Both parties agree with that, so it helps build consensus.

2. FEELING • What goes on in my heart (not in my head) in response to what I observe.

• The feeling refers to what I feel, without the allusions that another person has made me feel that way.

• It does not include criticism.

• The feeling is a signal, a message, that my needs are met or not.

3. NEED

• The true roots of the feeling. • What is important to me is a universal driving force common to all people, regardless of gender, age,

culture, religion or political views.

• Not a lack of something, but a beautiful dream that we try to express (achieve).

• Neutral and abstract: neither good nor bad. • There is an endless list of strategies for meeting every need.

• The specific actions a person will take to meet a need do not depend on the specific person.

• Needs never conflict, but strategies to meet needs can conflict.

• Behind every action and word, we can find at least one need.

4. REQUEST • Not the requirements.

• Which are possible to implement. • Related to the present moment. • Measurable (whether it was done or not).

• That means I am concerned about the other person’s satisfaction just like my own needs.

The central, most important part of this model is needs. Needs can be identified as resources needed to maintain well-being. For example, our physical wellbeing depends on meeting needs such as air, water, food and rest. Our psychological and spiritual well-being is enriched when needs such as understanding, support, sincerity, or meaning are met.

EMPATHY

The basis of the NVC model is empathy. Empathy, or empathic listening, can be termed as a respectful way to show understanding for what a person is experiencing, without regret or approval. Empathy does not require an attempt to sort out or solve problems, rather it is an indication that I want to understand another person’s situation, to understand what it means to be in his/her shoes. Empathy occurs when we no longer value and have no preconceptions about people and listen to their feelings and needs with a truly open heart.

It is worth paying attention to other reactions that are common to us and observe what feelings they evoke and how they differ from empathy:

1. Advices: “I think you should …”, “Why don’t you ...?”

2. Underestimation: “It is nothing. Wait until you hear what happened to me.” 3. Moral: “It can be a very positive experience for you, if only you ...”

4. Consolation: “It is not your fault, you did as best as you could.”

5. Telling: “It reminds me of the time when ...” 6. Diversion: “Cheer up. Don’t feel so bad.”

7. Pity: “Oh, poor you ...”

8. Interrogation: “When did it start?”

9. Explanation: “I would have called, but ...”

10. Correction: “It wasn’t like that at all.”

MODEL APPLICATION

The four-step method of empathic communication is applied in three ways:

1. self-empathy is a deep and compassionate perception of one’s inner experience;

2. empathic listening is the ability to listen to another person with deep compassion and understanding;

3. self-expression without criticism is the ability to express oneself sincerely in a way that can inspire compassion in others. The process of self-empathy: 1. I recognize my critical thoughts, sincerely! I list my assessments and accusations (to myself or someone else), realizing that this is just my interpretation. 2. I recognize my observations on the basis of which I interpreted the situation. 3. Sorrow: I have a connection with my feelings revolted as a reaction to the situation. I have a connection to the unmet needs in this situation, I have a deep sense of those needs and their importance in my life.

4. Actions: I notice whether there is a natural request for myself or others that can help me meet these needs.

Example: 1. My thoughts: “I am such a loser, unsuitable for anything,

I will never find a job!” 2. Observation: I have received my fourth rejection letter this week from a potential employer. 3. Feelings: frustration, anger, helplessness, despair.

Needs: self-confidence, self-compassion, hope, competence, progress, result. I dream of reacting more calmly to failures, having patience, and trusting that I will succeed. It is also very important for me to know 227

that I am competent, able to move forward, grow and achieve my goals 4. Solution: I could ask a friend to review my resume and maybe he/she would suggest corrections. Self-expression without criticism: I see/hear (observation)

I feel (feeling)

because I would like (my need)

Please, could you (request)

Example: “This is the third time you have entered my room without knocking (observation). I feel very annoyed (feeling), because privacy and respect (needs) are important to me. Would you agree to knock and enter my room only when you hear my permission?” Empathic listening: Empathic guesses when listening to the other: Do you feel ........................., because you need (it is important to you) ................................................?

Example: “I noticed that when talking to me you are raising your voice more than usual. Do you feel angry because it is important for you to have the freedom to choose how to spend the evening?”

THERE ARE FOUR WAYS TO HEAR A NEGATIVE MESSAGE

Every time we hear a negative message, delivered verbally or non-verbally, we have a choice of how to react to it. These choices can contribute to a sense of isolation, or, conversely, bring together, to help one feel compassion for oneself and others, thus increasing one’s chances of finding a response or solution that will help meet everyone’s needs.

Isolation: 1. I blame the other (I feel anger) 2. I blame myself (I make myself a victim, I feel depressed, ashamed)

Connection: 3. I recognize my feelings and needs (self-empathy)

4. I try to listen, predict another person’s possible feelings and needs (empathic listening)

Example: The partner returned home from a meeting with friends at two o’clock in the morning, although he promised to return at ten.

1. I blame the other: “You’re so selfish, you don’t care how

I feel at all.”

2. I blame myself: “I am probably too strict and demanding too much from him/her.” 3. I recognize my feelings and needs: “I am very worried and sad. I want more closeness, more time together.” 4. I predict the feelings and needs of the other: “Maybe he felt very happy because it is important for him to have a free choice to engage in his favourite activity as well as spontaneity and quality time with like-minded people?” When we take responsibility for our feelings and recognize and are able to identify our needs, wants, and expectations instead of blaming others, we increase the likelihood that others will respond to us understandingly and compassionately. We have greater opportunities to make a connection, not an exclusion.

EMPATHETIC COMMUNICATION AND LEADERSHIP

Principles and skills of empathic communication can strengthen leadership competencies and help in a formal or informal leadership position: • Deep listening helps to recognize what is important to others and to make decisions that incorporate as many needs as possible, thus increasing people’s involvement, motivation, and confidence.

• Expressing one’s feelings, needs, and requests without blaming others increases the likelihood of meeting needs in a way that is acceptable to all, giving up behaviour driven by fear, guilt, shame, or a sense of duty.

• Empathic communication promotes the sharing of power, the equal consideration of people’s needs, when together it is possible to achieve decisions that make everyone win.

Links to videos about Empathic Communication in English: • What is nonviolent communication NVC (Kathleen Macferran)

• Nonviolent communication in a nutshell

• NVC Marshall Rosenberg – The Basics of Nonviolent

Communication