How to Speak Clearly When Things Get Heated

Posted on by helpingsoul

 

A Practical Approach to Assertive Communication, Updated for What I Have Learned in the Years Since I First Wrote About This

A substantial revision of an earlier 2014 post titled 6 Tips to Improve Communication with Difficult People. The skills are largely the same. The framing has matured.

In 2014, I wrote a blog post called 6 Tips to Improve Communication with Difficult People. The skills in it were sound. The framing was a product of its moment, and there is one thing I would change before anything else.

The word difficult, in that title, located the problem entirely in the other person. The reader was the reasonable one. The other was the difficult one. This framing was popular in self-help writing of the era, and it has not aged well, for two reasons.

First, almost no one is purely difficult. The person who feels difficult to you is usually someone whose own nervous system is activated, whose own communication patterns developed in their own history, and who is responding to you according to dynamics that include both of you. Naming them as difficult flattens what is actually a co-created pattern.

Second, the framing implicitly excuses the reader from examining their own contribution. The communication you are struggling with is rarely produced by the other person alone. Your response patterns, your tone, your timing, your assumptions about what they meant — all of it is part of what is happening. Naming them as the difficult one closes off the more useful question, which is what would shift if you changed something about how you are showing up.

So this refresh begins with a different framing. The skills below are for any conversation that has become activated, whoever is producing the activation. The goal is not to learn to manage difficult people. The goal is to learn to communicate clearly when the conditions for clear communication have started to deteriorate — which can happen with anyone, including yourself.

Where assertive communication comes from

Most of us did not learn assertive communication in our families. We learned other things. We learned to suppress our own thoughts and feelings to keep the peace. We learned to manage other people’s emotional weather to keep ourselves safe. We learned to say yes when we meant no, to swallow what we needed to say in order to stay connected to someone we feared losing. We learned to be invisible when visibility had been costly.

These patterns were not failures of character. They were survival adaptations. The child who learned to suppress her own voice did so because her voice was unwelcome, mocked, criticized, or punished. The body that learned to swallow what it needed to say was protecting the relational connection that the child needed to survive. The adaptations made sense at the time. They worked. They kept the child safe.

As adults, the same adaptations cost us. The voice that learned to suppress itself in childhood continues to suppress itself in adult relationships that could actually receive it. The body that learned to swallow needed words continues to swallow them with the people who could actually hear them. The conditions have changed. The system has not yet updated.

Learning assertive communication as an adult is the work of updating the system. Slowly. With practice. With the recognition that the skill was suppressed for survival reasons and is being rebuilt now under different conditions. The skill is learnable. The work is real. And the relationships in your life that can survive your assertiveness will become stronger as you develop it. The ones that cannot will reveal what they actually were.

Regulate first

Before any technique, before any acronym, before any specific words you might use, the most important element of assertive communication is the state of your nervous system. Words spoken from activation almost always fail. The technical content of what you said may be perfect. The delivery, shaped by the activation in your body, will land as something different. Your face will signal something other than what your words say. Your tone will carry the urgency that came from the activation rather than the steadiness that effective communication requires. The other person, sensing the activation, will respond to that rather than to your content.

The single most important thing you can do before initiating an important conversation, or in the middle of a conversation that has begun to get heated, is to regulate. Not perfectly. Just enough.

If you can, take the conversation somewhere quieter. Walk away if necessary and return when you are calmer. There is no rule that important conversations have to happen in the moment of activation. Most are better when both parties are regulated.

If you cannot leave, take silence in the conversation itself. Three deep breaths, slow, with the exhale longer than the inhale. Four counts in, seven counts out, three cycles. About a minute of silence. Silence is allowed. It often produces a different conversation than the one that was about to happen.

Notice your own body. Is your chest tight? Your jaw clenched? Your breath shallow? These are signs the system has moved from social engagement into mobilization. From this state, the words you say will not land the way you want them to. Regulate first. Speak from steadier ground.

The skill itself — what I called PASARR in the original

With the regulation in place, here is the structure of an assertive exchange. The original post called this PASARR — Pause, Acknowledge the Truth, Stay True to Self, Ask for a Request, Repeat, Repair. The acronym still works as a memory aid. The content of each step is essentially the same now as it was then, with some refinement.

Pause

Before you respond to what was just said, take a moment. Notice your own reaction. Notice what wants to come out of your mouth. Notice whether what wants to come out is actually what you mean to say, or whether it is the reflexive defensiveness, justification, or compliance that your earlier conditioning trained you to produce.

The pause is short. Sometimes only a few seconds. But it is the space in which choice becomes possible. Without the pause, your response is automatic. With the pause, you can choose.

This is a learnable skill in its own right. People who have spent decades responding reflexively often need to practice the pause many times before it becomes natural. The early attempts feel awkward. The other person may notice the silence and ask if you are okay. You can say yes. You are just thinking before you speak. This is allowed.

Acknowledge what is true

If the other person has said something that contains accurate information, acknowledge it. This is not capitulation. It is not agreeing with the entirety of their position. It is acknowledging the specific kernel of truth in what they said.

If your partner says you have been distracted lately, and you have been distracted lately, do not deny it. Say yes, I have been distracted. Tell me more about what you have been noticing. This acknowledgment de-escalates the dynamic. It signals to the other person that you are not going to fight them on every point. It also clears space for the actual conversation, which is usually somewhere underneath the surface complaint.

If your boss says your work has been below standard, and you can identify one specific instance where this is true, name it. *You are right about the report I turned in last Tuesday. That was not my best work. The presentation I delivered on Thursday, on the other hand, was strong.* Specificity matters. Generalized criticism becomes more workable when met with specific acknowledgment of what is true and specific clarification of what is not.

If the other person has said nothing accurate, you do not have to invent something. But often there is something accurate in even the most charged communication. Finding it is part of the work.

Stay true to yourself

Use I statements. Not the cliched I-feel-when-you-do-this format that has become a parody of itself, but the genuine practice of speaking from your own experience rather than reporting on the other person’s behavior as if it were the only fact in the room.

Instead of *you never listen to me*, try *I have been feeling unheard in our conversations this week*. The difference is significant. The first is a global statement about the other person that they will resist. The second is a report from your own experience that the other person can engage with.

This is harder than it sounds, especially when the activation is high. The instinct in difficult conversation is to focus on what the other person is doing wrong. Learning to redirect that energy toward what you are actually experiencing is part of the practice.

Ask for what you want

After acknowledging what is true and speaking from your own experience, name what you would like to be different. Specifically. Concretely. In a way the other person can actually respond to.

*When you are late and do not call, I find myself worrying and getting angry. Would you be willing to text me if you are going to be more than ten minutes late?* That is a specific request that the other person can say yes or no to.

*You need to be more considerate* is not a request. It is a vague criticism. The other person cannot do anything specific with it. They will respond defensively because the statement does not give them a path to action.

Specific requests, made from a regulated state, with acknowledgment of what is true and speaking from your own experience, are the actual mechanism by which relationships shift over time.

Reflect and repeat

Ask the other person to share what they heard. Not as a test. As a way to ensure mutual understanding. *Can you tell me what you are hearing me say?* They will often paraphrase back something slightly different from what you meant. This is information. You can clarify. They can clarify what they meant when they said the thing that activated you. Over time, the gap between intent and impact narrows.

Repair

If the conversation has gotten heated, if either of you has said something that landed harder than intended, name it. *That came out sharper than I meant it. Let me try again.* Repair is one of the most powerful tools in any relationship. The capacity to recognize when something has gone off track and to gently bring it back is what distinguishes relationships that endure from relationships that gradually erode.

Repair does not require either of you to be the one entirely at fault. It just requires the willingness to attend to what is happening between you and to try again with more care.

A note on what makes this hard

Reading these steps, you may notice that none of them is complicated. The skills are simple. They are also profoundly difficult to do in the moments when they would help most.

This is because the moments when you would most need these skills are also the moments when your nervous system is most activated. The pause is harder when you are flooded. The acknowledgment of truth is harder when you feel attacked. The I statements are harder when the urge is to focus on what the other person is doing wrong. The request is harder when what you really want is to be understood without having to make a request.

This is the work. You practice the skills in low-stakes moments so that they are partially available in high-stakes moments. You catch yourself, sometimes after the fact, and reflect on what you might have done differently. You return to the practice. You get better, slowly, over years.

And in the meantime, you are not failing. You are practicing a skill that most of us were not taught and that takes most adults a long time to develop. Patience with yourself is part of the work.

Where to begin

Pick one upcoming conversation that you anticipate being difficult. Before it happens, rehearse what you want to say. Use the structure: pause, acknowledge what is true, speak from your own experience, ask for what you want.

Notice your own state before the conversation begins. If you are activated, take five minutes to regulate first. Walk. Breathe. Place your hand on your heart and your belly. Do not begin the conversation until your system is closer to baseline.

Have the conversation. Notice what worked. Notice what did not. Notice where the practice was easy and where you reverted to old patterns. None of this is failure. It is data.

Repeat with the next conversation. Each one builds capacity for the next. Over months and years, the skills become more available. The relationships that can hold your developing voice will deepen. The relationships that cannot will reveal themselves.

And the felt sense of speaking your truth, in a moment that requires it, from a regulated state, with care for the other person and care for yourself, is one of the most powerful experiences available to a person who has spent decades silencing themselves. It is worth the practice. It is worth the awkward early attempts. It is worth the patience the work requires.

In love and dignity, speak the truth — as we think, feel, and know it — and it shall set us free.

— Melody Beattie

Further reading: Marshall Rosenberg, Nonviolent Communication: A Language of Life. Harriet Lerner, The Dance of Anger. Brené Brown’s work on vulnerability and difficult conversations. For the companion piece on detachment with love, see The Art of Detachment with Love on courageous-arts.com.

April Wright, MA, LMFT is a Licensed Marriage and Family Therapist in California and Florida. She blogs about attachment, healing, and the courageous arts of becoming oneself at courageous-arts.com and sees clients at thecourageousself.com.

8 Healthy Coping Skills for Strong Emotions

Posted on by helpingsoul

Emotions can be overwhelming. They can make us feel crazy and out of control. They can ruin our relationships and cause tremendous havoc.

There is a better way. Emotions don’t have to rule our world. We can learn to control our emotional state. It begins with understanding what emotions are, where they originate, how they affect us, and healthy ways we can manage them.

What are emotions?

Emotions are not our enemy. They are assets to tap into, nurture and put to good use. Emotions are physiological, cognitive, and behavioral responses to a personally significant event (http://www.apa.org/research/action/glossary.aspx). They are complex patterns of change that protect us from danger, ignite feelings of love, and indicate internal calm. Emotions provide valuable information. All we have to do is stop, notice and listen.

How do emotions function?

Emotions affect our body, mind and behavior. Emotions influence how we communicate and influence others. Emotions manage and motivate action. Emotions bring life and vigor to our thoughts and actions (http://www.dbtselfhelp.com/html/emotion_function.html).

Emotions Assess for Safety

When danger arises, we automatically react with flight, fight or freeze. We flee when we see an exit or an escape. We fight when trapped. We freeze when we have exhausted our efforts to fight or flee

Emotions Influence Memory

Emotions are attached to memories. When current events trigger unresolved past reminiscences, feelings are compiled.   We not only respond to the current event but also the past.

This behavior is typical. Our reaction is signaling that we have past trauma or abuse. We are responding to all the thoughts and feelings aroused by our history ignited in the present.

Knowing this helps to understand our current emotional intensity. With understanding, compassion is possible. We can soothe our thoughts and feelings. Self-compassion is number one for coping with intense emotions.

8 Coping-Skills to Manage Emotions

  1. Self-CompassiHelp to Manage Emotionson

Self-compassion is a matter of relating. When we can relate, understand, and feel the difficulties of another, we can translate the same experience to our self.

Compassion is not about pity. It is a desire to help from a place of kindness and understanding. It is the ability to recognize without judgment or ridicule when others fail, make mistakes, and show imperfections. Compassion recognizes that we all have faults, make slip-ups, and possess limitations. It is part of our shared human experience.

Self-compassion is taking the same attitude toward others and giving it to our self. Just as we listen and empathize with our friend who lost their job, relative who had surgery or stranger homeless on the street, we can transfer those same nurturing thoughts and feelings to our self.

  1. Nurture

We can get out of our head by nurturing and socializing with others. Problems are distracted when we tend to children, friends, and relatives. By occupying our minds and lending a hand to someone else, we help ourselves. What could be more rewarding than that?

Developing and maintaining social alliances lowers stress. When we interact with those we care for, Oxytocin is released.   Oxytocin is a hormone that naturally calms.

Sharing our feelings with those we trust can help to normalize and validate emotions while helping to get out of isolation and see other perspectives.

  1. Notice the Breath

Becoming aware of our breathing helps assess our feelings. For example, when we breathe shallowly we may be feeling anxious. When we are breathing deeply into our abdomen, we may notice we are feeling calm or restful. Observing our breath at the moment gives us indicators as to how we feel.

We have control to deepen and slow down our breath. Paying attention to the location of our full inhale and exhale gives the opportunity to change our state of mind. We can choose to take a deep breath and breathe in our abdomen. Abdomen breathing calms a racing pulse and scattered mind.

Observing the muscles especially around the shoulders, neck and jaw may also give us a gauge into how we are feeling. If our muscles feel tight, we can choose to move around, stretch, and relax any tight areas.

Using our imagination to visualize the tension flowing out with our breath as we relax any tense muscles can have a tremendous effect on our mood.

  1. Visualize

Sometimes when we are flooded with feelings, it can be difficult to manage. It may be helpful to think of a calming visualization when we are calm. Thus, we have a tool from our toolbox we can resort to in times of stress.

Here is an idea, try putting emotional pain in a treasure chest. We can bury our treasure chest of emotions for the time being and come back to them when we have time to give them our full attention. It is important to make time for our feelings. They need acknowledgment, validation, and nurture just like a crying child. By tending to our emotions, we are caring for our self.

  1. Take a Break 

Sometimes we just need to pause for a moment. There are times when it is not appropriate or convenient to express intense emotions. During these incidences, it is best to excuse our self for a few minutes.

Try saying, “I need a moment to get my thoughts together. I’ll be back in ten minutes.” Make sure to return at the time indicated. Following through with your word ensures trust and reliability.

Taking the time to calm down and compose our thoughts and feelings, gives us a moment to think clearly.   We can then determine the best approach for expressing our self and finding solutions that are agreeable to all.

  1. Write

Writing can be extremely useful. Studies showed that survivors of traumatic events lowered their distress levels significantly by journaling.

Transforming thoughts and feelings ruminating in our mind to paper helps to stop the spiral. When we are in the thick of things, our thoughts manifest and continue in a downward twist. Externalizing them in a journal gives us the opportunity to clarify what we are thinking and feeling. It is valuable to practice self-compassion and validation when writing.

Closing our journal can also be symbolic. We are physically putting away our distressing feelings and letting go from the upsetting event.

  1. Speak Up

It is important to speak up when an issue is bothersome. Otherwise, we build up resentment. Built up anger causes us to lash out and nitpick at the tiniest of incidences.

It is most effective to think about the problem and clarify our position. It is at times like these to step away, breathe, and formulate a plan of action. We are then able to voice our concerns with an even tone and clarity.

Changes in our relationships are a process. It takes time to adjust to a new way of thinking and behaving. Impulsive confrontation never results in positive outcomes. With practice, talking about what bothers us becomes easy.

  1. Feelings are Temporary 

Emotions are like waves in the ocean. They are always moving and changing. It may be helpful to remind our self that we have not always felt this way. This too shall pass.

Think of previous times when intense emotions were felt. Remember that they eventually faded. Knowing they are temporary can help to begin the process to feeling better.

It may be useful to use a visualization of the ocean. Associate each wave with an emotion. Watch how each emotion moves through the continuum of the water, builds with momentum, crashes on the shore, and then washes away into the sand and current.

Taking time to acknowledge what we are feeling and understanding intense emotions are temporary can help calm a turbulent sea.

Managing our emotions becomes easy with practice. If we recognize the full range of feelings from fear, anger, sadness, and depression to happiness, inspiration, peace, and love, we can use them to protect our self and balance negative experiences. We can make the most of our emotions by opening our mind and utilizing healthy ways to manage them. Choosing what techniques work best for us in the situation is optimal.   We can learn to stabilize an out of control state of mind.

Exercise for Thought

Getting to know our emotions helps us to decide how we want to act rather than act. We can learn more about our feelings by keeping an emotion diary. Choose without judgment the strongest, longest lasting or most difficult or painful feelings. Describe the prompting event and the response in body, mind, and behavior.

The Heart Grows Smarter

Posted on by helpingsoul

By 

Published: November 5, 2012   For Op-Ed, follow @nytopinion and to hear from the editorial page editor, Andrew Rosenthal, follow @andyrNYT.

If you go back and read a bunch of biographies of people born 100 to 150 years ago, you notice a few things that were more common then than now.  First, many more families suffered the loss of a child, which had a devastating and historically underappreciated impact on their overall worldviews.  Second, and maybe related, many more children grew up in cold and emotionally distant homes, where fathers, in particular, barely knew their children and found it impossible to express their love for them.

David Brooks_New York Times
David Brooks

It wasn’t only parents who were emotionally diffident; it was the people who studied them. In 1938, a group of researchers began an intensive study of 268 students at Harvard University. The plan was to track them through their entire lives, measuring, testing and interviewing them every few years to see how lives develop.

In the 1930s and 1940s, the researchers didn’t pay much attention to the men’s relationships. Instead, following the intellectual fashions of the day, they paid a lot of attention to the men’s physiognomy. Did they have a “masculine” body type? Did they show signs of vigorous genetic endowments?

But as this study — the Grant Study — progressed, the power of relationships became clear. The men who grew up in homes with warm parents were much more likely to become first lieutenants and majors in World War II. The men who grew up in cold, barren homes were much more likely to finish the war as privates.

Body type was useless as a predictor of how the men would fare in life. So was birth order or political affiliation. Even social class had a limited effect. But having a warm childhood was powerful. As George Vaillant, the study director, sums it up in “Triumphs of Experience,” his most recent summary of the research, “It was the capacity for intimate relationships that predicted flourishing in all aspects of these men’s lives.”

Of the 31 men in the study incapable of establishing intimate bonds, only four are still alive. Of those who were better at forming relationships, more than a third are living.

It’s not that the men who flourished had perfect childhoods. Rather, as Vaillant puts it, “What goes right is more important than what goes wrong.” The positive effect of one loving relative, mentor or friend can overwhelm the negative effects of the bad things that happen.

In case after case, the magic formula is capacity for intimacy combined with persistence, discipline, order and dependability. The men who could be affectionate about people and organized about things had very enjoyable lives.

But a childhood does not totally determine a life. The beauty of the Grant Study is that, as Vaillant emphasizes, it has followed its subjects for nine decades. The big finding is that you can teach an old dog new tricks. The men kept changing all the way through, even in their 80s and 90s.

One man in the study paid his way through Harvard by working as a psychiatric attendant. He slept from 6 p.m. to midnight. Worked the night shift at a hospital, then biked to class by 8 in the morning. After college, he tried his hand at theater. He did not succeed, and, at age 40, he saw himself as “mediocre and without imagination.” His middle years were professionally and maritally unhappy.

But, as he got older, he became less emotionally inhibited. In old age, he became a successful actor, playing roles like King Lear. He got married at 78. By 86, the only medicine he was taking was Viagra. He lived to 96.

Another subject grew up feeling that he “didn’t know either parent very well.” At 19, he wrote, “I don’t find it easy to make friends.” At 39, he wrote, “I feel lonely, rootless and disoriented.” At 50, he had basically given up trying to socialize and was trapped in an unhappy marriage.

But, as he aged, he changed. He became the president of his nursing home. He had girlfriends after the death of his first wife and then remarried. He didn’t turn into a social butterfly, but life was better.

The men of the Grant Study frequently became more emotionally attuned as they aged, more adept at recognizing and expressing emotion. Part of the explanation is biological. People, especially men, become more aware of their emotions as they get older.

Part of this is probably historical. Over the past half-century or so, American culture has become more attuned to the power of relationships. Masculinity has changed, at least a bit.

The so-called Flynn Effect describes the rise in measured I.Q. scores over the decades. Perhaps we could invent something called the Grant Effect, on the improvement of mass emotional intelligence over the decades. This gradual change might be one of the greatest contributors to progress and well-being that we’ve experienced in our lifetimes.