Mind The Gap(s)

The longer I live and the more avenues we all have to “converse” with each other or to the broad public arena, the more I feel like language ties us up. It can feel like going out into the woods and going “Boo-ge-da, Boo-ge-da!” to the trees.

Language is so part and parcel of our experience, each of which is singular and unique, that crafting communication to clarity seems harder and harder. Here’s an example I like to use:

Let’s say that I sit down with a new acquaintance and she tells me that she has two dogs. Here are the two dogs that I visualize:

Credit: https://pixnio.com/fauna-animals/dogs/two-puppies-dogs

However, here are the two dogs she loves and cares for:

Credit: https://commons.wikimedia.org/wiki/File:Great_dane.jpg

…and…

Credit: https://www.pickpik.com/chihuahua-dog-puppy-baby-play-young-108669

Now, as we continue to get to know each other, and as often as the subject of her dogs comes up in our chatting, I may gain a better idea of what her dogs are really like. However, my first internal impression is still there, even if it starts to evolve to a closer view of the truth.

If this is any indication of how something as basic as “dog” can get misinterpreted, here are a few words that have even greater latitude in interpretation and personal/cultural definitions:

  • Work
  • Freedom
  • Family
  • Father
  • Mother
  • Boss
  • Dangerous
  • Sickness
  • Rich
  • Poor
  • God
  • Socialist
  • Fascist
  • Vote
  • Neighbor
  • Home
  • City/Town
  • Country (meaning either Nation or Rural)

….and so on. Needless to say, any one of these words and concepts can drive a terrific conversation. A number of years ago, well before I received my Master of Communication from the University of Washington, I grew fascinated by how humans communicate, manipulate, and shape discussion. Since then I’ve nurtured my deepening fascination for quantum science, philosophy, and theology.

These all inform each other. I keep uncovering what I feel are really cool cross-meanings and enlightening points of view that help me to further my journey. I will never understand it all (especially the quantum science, but a deep bow is due to Brian Greene and his books….they lead me through the quantum briar patch better than most….).

The “Gaps” I refer to in the title to this post are the gaps in clarity and understanding that we, as humans, ignore at our peril. I deeply believe that part of the course we need to navigate in this world, and especially here in the United States, is one of “Minding the Gap(s)” in the understanding and empathy with all the members of our community.

“Holy Crap!” you might rightly exclaim. “That’s not a cognitive stance I can take with everyone!!!”

Well, no, probably not. It’s hard work and tends to take more time in an interchange than our rushed and breathless lives will allow. So, start small…start with someone close to you, that you interact with most every day.

In many ways, this will be a harder task, because, if you really are with them a lot every day, you’re used to a lot of conversational assumptions, which is pretty normal. There are, so to say, more gaps to mind. So, if you need to, choose another person. Listen in an open way, not busy composing what you will say or reply in return while you “listen”. Again, not easy, as it isn’t part of what we do naturally as humans, and certainly not part of your normal discourse, but give it a shot. Listen openly……ask clarifying questions (“HOW BIG is your first dog? WOW!!!”). Listen to the tone of her voice. Pay attention to facial expressions and body language (tough to do online, for sure, hence our challenges communicating there…more on that at a later time).

Each gap you mind will uncover additional gaps, for sure. Just going deeper with one person is a lifetime process. Broadening the effort to others will clear and uncover immeasurable other gaps. It’s all good. You’re deepening your relationships with those around you and gaining an understanding and empathy you can’t get any other way.

So, if you’re always trying figure out what’s going on, this can be an important part of the journey for you. It has been for me, so far….

INTERVIEW: Social Sapiens and the Seattle Shrimp Tank!

Seattle Shrimp Tank pros and Me (Social Sapiens)

Seattle Shrimp Tank pros and Me (Social Sapiens)

I was asked recently to be interviewed on a podcast (of and for entrepreneurs and business owners…) of which I have been aware and have listened to a few times. Most of my familiarity with the content and tone of it, however, derived from my relationship with one of the co-hosts, Dan Weedin. Dan is a colleague, friend and fellow Rotarian, so familiarity bred a bit of lowered attention on my part, I admit.

Dan called recently and asked me if I would like to be interviewed for the Seattle Shrimp Tank podcast. It sounded like a load of fun, so I agreed.

Some of the things we talked about include:
  • Where did social media start, what’s going on with it today, and where is it going? (the short version!)
  • What is the importance of thinking about business goals, plans and strategies when considering digital marketing and hiring an expert to help?
  • How important is it to learn how to express yourself well online? What is the balance of listening, asking powerful questions, and understanding in developing an authentic and powerful online presence?
  • What else is there other than the “usual suspects” of social media (like Facebook, WhatsApp, Twitter, Yelp, Instagram, Pinterest and the like)? Is there more there?
  • What’s the right frequency to post online?
…and so much more. Check out the whole podcast here, and the shorter video follow-up here. We covered a lot of great questions and concerns.

If this interview brought up other questions for you about your business and professional presence online, please reach out to me and also look for some other information that’s relevant to you on my site here.

Video Success and the Right Metrics – Best of March

Lamb of March

Lamb of March suju / Pixabay

March is going out like something like a lamb here in the Pacific Northwest…but the turmoil online with data protection concerns, Facebook revelations, and announced data breaches (apps, sites, phones….seems to happen everywhere….) draws more and more attention. Turning from these concerns a bit, this month’s top articles put some focus back on tips and opportunities for entrepreneurs and small businesses in the digital marketing world.

The Right Metrics?

The Right Metrics?

Thankfully, a lot of companies have moved past the “vanity metrics” problem of a few years ago. Still, to move past that to the numbers that truly reflect your online goals and move the needle for you business requires some research and work with an expert. Doing so will REALLY PAY OFF, so don’t shirk this….

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Listening: Attention or Intention?

Attention Listening

Listening

“PAY ATTENTION!!!!!”

In your life, how many times have you heard that phrase, either from someone else or your internal voice? Shutting out distractions like noise, devices or the torrent of thoughts and imagination that the Buddhist tradition has termed the “monkey mind” seems nearly impossible. We slap ourselves internally in some fashion, and try to refocus on the speaker. This can be just as jarring as the distractions themselves!

Mindful Listening is really not about attention. It’s about intention. Let me explain how I understand and experience the difference.

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Listening is Hard

Listening

Listening

As an intelligent business owner and entrepreneur in the 21st century, you are already very aware of the importance of listening to your customers, prospects and audience (your Visitors / Audience / Customers / Community (VACC): you can read more about what this looks like here …..). “Listen” is, however, a word that is subject to as many interpretations as there are ears…
Going a bit deeper, what kinds of listening are there that you can leverage?
Definitions of types of listening are as varied as there are authors of articles, books and consultancies whose purpose is to guide you to a solution that works for you and your business….a solution that results in the kind of success you’re looking for: that loyalty-balance of relationship quality and profitability, with credibility overall. It’s kind of like a combination of “the right tool(s) for the right job” and a high-wire balancing act.
  • listen-to-understand
  • listen-to-reply
Since every conversation only has 100% of the time allotted for it, whether it’s 20 minutes or 2 hours or more, more listening requires less talking.
So what does more listening actually do for this relationship you’re trying to build?
It is the key to building trust.

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The Best Ways to Utilize Dialogue and Communication

Dialogue and Communication

Dialogue and Communication

The articles, books and webinars / workshops focusing on communication (a term that is becoming more and more vague, actually…) are multiplying as rapidly as cat videos online, frankly.

Who to pay attention to? How many are publishing because it’s a way to get clicks, a way to push a new book or membership offer, and how many are really spending time standing upon the shoulders of the giants who have come before (or who are working now…) and seeking ways to execute on the most effective thoughts and frameworks to bring dialogue into our lives and businesses that will change things? Few have the time or patience to figure this out.

I must confess to being caught up in this myself. This goes way back for me, to my early days as a musician and composer. I have always been fascinated by how music can touch that part of a human being in a conversation that goes to a deeper place. We are simultaneously very complex and very simple. Truth, trust-building, the components, if you will, that comprise a close and meaningful relationship with someone are common across us all. While music is as individually interpreted as any other form of communication, the use of words can be more of a challenge due to internally established meanings and contexts for each person.

The complexity comes with what Anthony de Mello calls “our programming”. We are each utterly unique in our make-up and our experiences. As a result, how I react or “hear” something from you is quite likely to be different than how someone else does. Hence my focus on dialogue in all walks of life.

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Survey Says!!

Survey
The best way to find out what your customers are looking for from you is ASK THEM, Right?! Well, that’s the message this week.

I’ve written frequently about the importance of really listening to your customers and acting on what you hear. Now you have your chance to participate, and I have a chance to “Walk The Talk”: I am announcing the first ever survey for my blog.  The objective is to provide you with more of the kind of information and conversation you actually find valuable to you and your business.

As I look at the articles for this year that have been the most read, the Top Five are:

 

 

 

 

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BEST OF AUGUST – Customer Reviews, Surveys, and Top Social Media Listening Tools!

Well here we are…the unofficial End of Summer! Labor Day (in the U.S.), Back to School, and the business planning for 2018 is no longer avoidable!

There has been a lot of great information published this month, so here are the best articles I’ve read. I know you’ll find them worth the time, and packed with actionable goodies.

Social Media Listening

Social Media Listening

There are an ever growing number of social media listening tools (most also do other things, but the focus is on listening for this article) on the market. Some are free, some are “freemium” (free, but with some more functionality if you pay a bit more…), and others will cost you in a much bigger way. This article lists out 10 top tools in this category that won’t break your bank account. Be sure to assess carefully what you really need, and then add some extra headroom….you will ALWAYS end up needing them to do more than you think!

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Business Critical: Listen-To-Understand

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Listening-to-understand

Listening-to-understand

I wrote an earlier article called Listening is Visual that was about a trip during my last corporate job to Florida to meet with some technical community leaders there. I had planned to do “the usual”: I had created a PowerPoint presentation that represented the bullet points I would talk to and would help guide the discussion.  However, there was no projector and no real place to project, anyway. So much for the presentation and what seemed like control of the meeting.

What originally looked like a standard meeting became much more valuable! The real listening, the responses, the dialogue that took place was really wonderful and very valuable. I came away with a great understanding of their passions and concerns.

Since that time I have made listen-to-understand my goal in every meeting.

…I cannot emphasize this enough…

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How Hard Is It To Actually Listen Online?

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Listening

Listening

Listening to the various voices online looks very different from listening to someone sitting across from you. You don’t get visual cues, body language, tone or very much context. Valeria Maltoni has written that “Listening is the most valuable skill nobody teaches.”

I’ve written in the past about the difference between “listen-to-respond” and “listen-to-understand”. Much else has been written and discussed about the importance of active listening, listening without judging, and the like. We concede its importance, but where is it taught? How is it learned? If learned in some way, do we use it, or do we fall back into “listen-to-respond” or, worse, blocking what others have to say because it doesn’t align with what we already know or believe? Do we actually believe that we can’t be wrong or include new information that will clarify or change what we know?

Are we REALLY THAT ARROGANT?

In business, you can play the role of a Subject Matter Expert (SME) online, which is quite helpful for your customers and audience. Doing so builds your reputation and gains recognition for you as someone “with the answers.” Of course, you have to keep working on that all the time, especially if you work in an area that is constantly in flux (which is most professions….). But, as long as you honestly work to deliver true and helpful answers, you’re good.

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