375: How and Why to Communicate Mindfully with Oren Jay Sofer

Pete Mockaitis
Oren, thanks so much for joining us here on the How to Be Awesome At Your Job podcast.

Oren Jay Sofer
Great to be back, Pete. Thanks for having me.

Pete Mockaitis
Well, I’m excited to dig into it. We heard a little bit more about your backstory and fun facts in a previous episode, which wasn’t too long ago. I want to dig right away into the goods of you’ve got a book, Say What You Mean, coming out. What’s it all about?

Oren Jay Sofer
Yeah, so the subtitle of the book is How to Find Your Voice, Speak Your Truth & Listen Deeply. It’s about understanding ourselves more clearly so that we can have more meaningful relationships and more effective conversations.

Pete Mockaitis
That sounds helpful. So you’re using the term in the mix, “non-violent communication.” What does that phrase mean, precisely?

Oren Jay Sofer
Yeah, that’s right. The full title, Say What You Mean: A Mindful Approach to Non-Violent Communication. What’s unique about this book and about what I do is that I bring together a few different worlds.

We’ve talked already about the power of mindfulness and the benefits of bringing more awareness and balance and groundedness into our life, into our work, and the kind of clarity and sustainability that comes from that. What’s neat is that mindfulness isn’t just an internal practice, but it actually has all kinds of benefits for our relationships and conversations.

Non-violent communication is a process of not only communicating, but also being aware of our thoughts and emotions, desires, and impulses in a way that lets us work with others more smoothly. The process of NVC, which is the shorthand for non-violent communication, is about using words in a way to create enough connection and understanding in our relationships to collaborate, to meet whatever needs are happening more easily.

Pete Mockaitis
Maybe would you give an example of non-violent communication versus violent communication? Because when I think about violent communication, I think “I’ll kill you,” but I’m imagining there’s a whole range of subtle ways that we’re kind of aggressive in our communications.

Oren Jay Sofer
Yeah, yeah. Thanks, Pete. Maybe just a word or two of history to contextualize this and then I’ll give an example or two.

Non-violent communication was founded by a man named Marshall B. Rosenberg. He grew up in Detroit in the 40’s. He lived through the race riots there. There were about 40 people killed within a couple blocks of his house as a kid. This had a deep impact on him. It was a very powerful education into our world recognizing that people might want to kill you for the color of your skin.

Then when he went to school, he found out that people might want to do violence to you because of your last name. He was Jewish and experienced a lot of anti-Semitism. This had a very strong effect on him. But he also was exposed to people in his family, like his uncle—who would care for their grandmother, who was paralyzed—with so much joy and devotion and happiness.

He had this question that was burning in him from a young age of “what makes the difference between some people who are able to take a lot of joy in contributing to the well-being of others, whereas other folks, when they’re challenged, will resort to violence to meet their needs?”

What he found through his research and his work and his studies was that how we think and how we speak plays a big role in whether or not we see violence as a viable strategy when things aren’t working. As you recognized, violence isn’t just physical violence. One definition of violence is any avoidable impairment of fundamental human needs. When we think about that—

Pete Mockaitis
I’ll chew on that for a while.

Oren Jay Sofer
Yeah, yeah, so there’s a lot of violence in our world today, when you think about the level of human needs that aren’t being met.

How does this apply in our lives? Well, so if you and I are having a conflict, we’re having some kind of difference and I say, “Pete, you’re being really unprofessional and irresponsible.” In some way there’s a little bit of violence or aggression in my communication because I’m expressing what’s going on for me by blaming you.

In other words, one of the ways we’ve been conditioned to think about things, and this is so relevant for the workplace, is that when we don’t like what’s happening, when our needs aren’t being met, or some objective or goal that we have isn’t happening the way we would like it to, instead of being able to own that, to be conscious of it and say, “This is what I’m valuing. This is the objective I have and what I’d like to see happening. Here’s how what’s going on isn’t really matching with that. I’d like to talk about this.”

We make it about the other person being wrong or bad or somehow irresponsible or unprofessional or uncourteous, so we project our own unmet needs out on to others and blame them.

If we just kind of pause and step back and think about it for a moment, if I want somebody to do something differently, if I want somebody to help me out with something, change their behavior in some way that’s going to contribute to my life or my work in a better way, how useful of a strategy is it to blame them and tell them what’s wrong with them?

Has that ever worked? Does that ever inspire joyful giving and spontaneous change. “Oh sure you’re right. Let me do this differently.”

Non-violent is about understanding – part of it is about understanding this conditioning and learning not only to speak, the words are actually the last thing. What’s most important is where we’re coming from inside and learning to see situations differently so that we can communicate in ways that other people can hear and understand without getting defensive.

Pete Mockaitis
Okay, excellent. Well, so then, that’s a handy sort of backdrop there in terms of digging into the contents of your book. I’d like to get your view on first of all, with the title, Say What You Mean, what are some kind of key ways or categories that we fall short of saying what you mean and how is that detrimental?

Oren Jay Sofer
Yeah. I think a lot of the time we don’t know what we really mean to say. One of the things I talk about in the book in terms of the relevance of mindfulness is that to say what we mean, we have to know first what we mean and to know what we mean, we have to be able to look inside a little bit and be clear.

Instead of asking yourself, “What do I want to say?” you can recognize that whenever we speak, pretty much all of the time – most of the time if not all of the time, we’re speaking because we want somebody else to listen, we want somebody else to understand something. We’re trying to get some message across.

Instead of just focusing on what I want to say, it’s more useful to think about, “Okay, what do I want this person to understand? What do I want them to know or hear?”

When we only focus on what it is that I want to say or I want to blow off steam or I want to tell you this, without really placing our attention on, “Yeah, but what’s the effect I’m trying to have?” and “What is the information that I want you to really take in?” we end up wasting our energy.

When we fail to actually be aware of our purpose in communication and what we’re trying to really transmit to the other person, not only do we waste our energy and time and the other person, but we end up getting entangled often in things that don’t really matter.

How many times have you had an argument with somebody where you say something and then they get reactive and start responding to something that you don’t even mean? You’re like, “No, no, no, that’s not what I meant.” Now we’ve got to take ten minutes to kind of unravel this whole thing that is, isn’t even relevant.

Pete Mockaitis
Certainly, yeah. That definitely happens. I’d love it if you can maybe bring this to life a little bit in terms of making that switch from “what do I want to say?” toward “what do I want them to know or understand or to pick up from that message can make all the difference? Can you bring that to life for us?”

Oren Jay Sofer
Yeah, absolutely. Let’s take an example of something at work. Let’s say that your first impulse is to say, “You’re micromanaging me.” That’s not exactly saying what we mean. That’s just moving out of habit.

If we pause for a moment and think, “Okay, what’s the effect of this going to be?” Okay the other person is probably going to get defensive. “I’m not micromanaging me. You’re not a team player. You don’t know how to work with others.” Now we’re wasting our time arguing.

“You’re micromanaging me,” what do I really mean by that? We can use the steps that I lay out in the book to understand more clearly what’s happening.

First, we want to say, okay, what am I referring to? What’s actually happened? I’m not just making this up. This person has done or said something, perhaps several things that didn’t work for me.

We try to make some sort of a clear observation that the other person will recognize without getting defensive or arguing, like, “I noticed that last week you asked me to take care of this task by Friday and then on Wednesday you emailed me again asking if I had finished it,” so that’s what happened.

“You told me the deadline of Friday, but then on Wednesday, they were asking me if I had it done,” so there’s nothing to argue about there. It’s just like, “Hey, you emailed me, asked me to do this, and then you did that.”

Then the next thing we want to be clear about is what’s the impact this has on me? What’s the impact it has and why? What matters to me? What is it that I’m actually valuing in this situation? We can say, “I felt a little confused and slightly frustrated.” That’s different from saying I felt pressured. I felt blamed, which is again about putting the focus on the other person.

Pete Mockaitis
Yeah, it’s them.

Oren Jay Sofer
Right, I’m taking responsibility for my part. I’m saying, “Look, I felt a little bit confused and slightly frustrated.” What is it I want? “Well, I really want to be able to work together in a way that we’re each doing our own piece and really supporting each other’s work with a lot of trust and collaboration.” That’s really clear. Those are values that we can get – that we can both agree on.

Then the last part is now I want to know, if I just stop there, the other person is like, “Well, okay. What do you want me to do about that?” or “Oh, I’m sorry, I guess.” We want to give the other person some kind of suggestion about what would be helpful. This is what we call a request, which is a suggestion or a proposal or some kind of indication of the direction we can go from here.

We might just want more information. We might just want to ask, “Could you tell me a little bit more about what your flow was? What was your process here because in my mind I was just expecting that I would email the report on Friday? I want to understand more where you’re coming from.”

Then when we find out, then we might start a move to making some agreements about, “Great, well next time I wonder if you ask me for something on Friday, but you actually need it sooner, could you tell me that so that I can kind of plan accordingly and we can work it out?”

Pete Mockaitis
So then the request phase seemed like you were kind of collecting more information and then sort of the agreement phase comes after the request phase?

Oren Jay Sofer
That’s right. Yeah. The more understanding we can establish between one another, the easier it is to make agreements and the more robust and reliable they’re going to be.

One of the things that we tend to get tripped up with in conversations and negotiations, particularly at work, is that we want the answer. We want to cut to the chase and get to the solution, but what that means is that we often don’t take enough time to really build the criteria for the solution.

What’s actually important here? What are we trying to accomplish and why? What are the goals the solution needs to meet and what are all of the concerns and considerations on the table? Let’s really suss that out and make sure that we all understand the full landscape as much as possible.

Whether it’s kind of a team decision, a project decision or an interpersonal situation, if we’ve established a really solid base of mutual understanding, it’s a lot easier to come up with an agreement because we both can see things from one another’s point of view. Then there’s more buy in for any agreement or solution we come up with.

Pete Mockaitis
Okay, that’s really cool. The first step is to sort of state that clear observation. The second is – well, the impact that that observation has on me.

Oren Jay Sofer
Mm-hm.

Pete Mockaitis
The third is declaring what you want for us in the collaboration. The fourth is kind of getting request or suggestion for some more information, understanding and then leading to ultimately an agreement in terms of how we’re going to operate a bit differently going forward. That sounds like it makes great sense in terms of being low probability of triggering hostility and defensiveness.

Oren Jay Sofer
That’s right. Yeah.

Pete Mockaitis
Well, do you have any other thoughts when it comes to communicating to minimize the risk of the other person feeling like you’re attacking them or that you’re offensive in some way?

Oren Jay Sofer
You know, it’s a great question, Pete. I think that one of the things I emphasize over and over and over again when I teach is that communication is not about what we say. So much of our communication, so much of our relationships is in our body language, our tone of voice. It’s about where we’re coming from inside.

There’s a whole section on my book devoted to this, to the intention behind where we’re coming from because we can say things in really nice, pretty ways, we can use fancy words and whatever kind of communication technique you want to lay on top of it.

But if inside we’re actually saying in our mind, “You’re such a jerk and you’ve got to get your act together and I can’t stand working with you,” if that’s what we’re actually feeling and thinking and believing, they’re going to know that. They’re going to pick up on it.

The work in terms of taking that bite out and reducing the risk of getting embroiled in that kind of situation or just adding more tension to a workplace conflict that’s already uncomfortable is actually doing the work internally of transforming our own way of viewing the situation. This is why mindfulness is so essential for communication because you can’t do that.

You can’t really take apart your own emotions and perceptions and blame without some kind of tool to get in there and really say, “Okay, what’s going on here? Why am I getting so upset over this? Where is this getting me?” and start to actually understand more like, “Oh, okay, I see. I was wanting to be consulted in this decision and it feels like I’m not being valued enough,” or “I want clearer definitions of roles at work and it feels like this other person keeps doing my job. Oh, that’s what I need.”

Then it’s much easier to talk about. It’s not like you’re out to get me, it’s like, “Listen, I really want to make sure that we’re not stepping on each other’s feet here. Can we sit down and talk a little bit about what both of our roles are so that we’re both working toward the same end and not getting into these situations where we find ourselves locking heads?”

Pete Mockaitis
Yeah, excellent. That’s good. Then when it comes to the intention, you talk about the work and the internal nature of it. I guess what that consists of is just really kind of thinking through clearly what do I want and I guess – I guess sometimes that can take a few loops or iterations to get yourself past “I want you to stop being such a jerk.”

Oren Jay Sofer
Exactly. Well, there’s a great tool we can use here. A couple of things. First, the single most powerful and transformative ingredient in dialogue is the intention to understand. When in doubt, just try to understand because that’s what communication is about. Even when we’re trying to just get something done, we rely upon mutual understanding. We need to be able to hear one another.

When in doubt, we can always come back to just the baseline intention of wanting to understand. “Let me see if I can understand you.” Just that phrase, just that phrase, ‘let me see if I’m understanding you,’ that in and of itself can start to change the tone of a whole relationship because the other person starts to feel our interest like, “Oh wow, you’re actually making an effort. You’re not just interested in getting your way.” Then they can stop trying to defend themselves and get about working together.

I said there were two things. Let’s see if I remember if I remember what the second one was. Intention. Okay, so the second one, so there’s a tool we can use to help us transform those knee jerk reactions and intentions to just blast the person or “Just stop being a jerk,” or “Get off my back.”

This comes from Marshall Rosenberg, who was as I said, the founder of non-violent communication. He suggested that when we want somebody to do something, that we ask ourselves two questions.

The first question most of ask, which is ‘what would I like this person to do?’ Now, if we stop there, if that’s the only question we ask, then we might go about all kinds of strategies to get them to do it. We might coerce them. We might threaten them. We might be passive-aggressive. We might manipulate them.

Now, some of those strategies can produce results, but they come at a cost. When I use my power to force someone to do something, I lose some of their trust and goodwill. This is huge, particularly for managers. Every time we get somebody to do something because we have more power than they do, we lose their goodwill. We lose that energy, that creative willingness to really engage in work.

Pete Mockaitis
That’s so true. I’ve been on the receiving end. It’s like, “All right, well, I’m just going to give you what you asked for and—“

Oren Jay Sofer
And nothing more.

Pete Mockaitis
“—keep all my brilliant creativity to myself since you don’t seem to care for it.”

Oren Jay Sofer
Exactly, yeah. We take away one of the things that’s the most meaningful, which is our opportunity to contribute and give. We don’t just start by asking “What do I want this person to do?”

We need to ask the second question, which is “What do I want their reasons to be for doing it? Why? Why would I like this person to do this? Not just because they fear me or they want to keep their job. No, I want them to do this because they understand its value, because they see how this is going to contribute to the project, to the company, to the bottom line.”

When we ask that second question, now we’re going to approach the whole situation differently because now we’re not just trying to get the person to get to point B, we’re actually trying to change their mind. We’re actually trying to help them to see things in a different way.

That’s where that intention to understand comes from is saying, “Look, I think I’m seeing things in a different way than you are and I want to see if we can learn from each other here. Tell me how you’re seeing this because maybe you’re seeing something that I’m not aware of that’s important. And there might be something that I’m seeing that you’re not aware of,” so now we’re actually having a conversation.

Pete Mockaitis
Yeah, that is a handy question in terms of what you’re seeing and then it covers a multitude of issues in which you’re just like, “What’s this idiot’s problem?” It’s like, “Oh, well, they may very well know something I don’t.” Then all of the sudden all sorts of things make a whole lot more sense when you go there.

Oren Jay Sofer
Yeah, yeah. The other thing, all of us have to work with people who it’s just like, “What’s your problem? Why-“ just people are grumpy or they’re short. There I think what’s helpful with these communication tools and the mindfulness tools is learning how to genuinely have that feeling inside of we’re all just doing the best we can.

You know what? Maybe they had a fight with their wife or their husband. Maybe their kids got a really rough diagnosis. We just don’t know where people are coming from.

When someone is really rubbing us the wrong way, even if it’s not around a work-related issue, when we can shift out of that perception and that way of thinking in terms of blaming the other person and what’s wrong with them and why are they such a jerk, we can say, “Wow, maybe they’re having a really hard time. Maybe they’re really lonely. Maybe they’re really angry. Maybe they’ve been carrying anger around for years. God, that must be so hard.”

Two things happen there that are really important. The first is one, we release ourselves from the burden of resentment and pettiness and judgment, which is just not a pleasant state of mind to be in. The other thing that happens is we start relating to the other person in a more humane way.

What I’ve seen again and again in my own life is when I relate to people with respect and kindness and patience, it has an effect. It might not be instantaneous, but over time if I consistently come from that place, they come around.

Pete Mockaitis
Yeah, that’s really cool. Then I’d to get your take then in terms of, since we touched on that a little bit, where sort of in the other side of the equation, where we’re doing the listening, how can we do that and even if someone is kind of short or accusatory, how can we do the job of listening without feeling that feeling of being attacked, offended, getting defensive, bubbling up in ourselves?

Oren Jay Sofer
Yeah, that’s the other side of it. It’s such an important skill. This is – actually this is one of the most powerful tools that we can develop is the ability to listen to what someone really means regardless of what they’re actually saying. Yeah.

I’m finding myself talking about Marshall a lot on this – on our call today, but that’s for a good reason. He was a very wise man. One of the other things that he said that I love is he said, “I suggest you never listen to what people think about you. You’ll live longer and enjoy your life more.”

What he means by that is don’t listen to the blame and the judgments and the criticism that are coming out of people’s minds. Try to hear what’s in their heart.

We can actually train our attention to listen beneath the words to two things. One, how someone’s feeling. In the workplace, that’s generally going to be more of a silent awareness. We’re just like, “Oh wow, this person seems” – whether they’re pissed or frustrated or hurt or upset or confused or irritated or annoyed or stressed.

We can kind of pick up on okay, what’s going on for this person on the emotional level. Then that creates a little bit of a sense of empathy. We can feel where they’re at as a human being. Okay.

Then the next part, which is where the real transformation occurs is, “what matters?” What’s important to this person underneath what they’re saying, whether they’re blaming me or complaining about someone else, what do they really value here, what are they needing. That’s where we can start to listen to somebody and deescalate a situation without taking it personally.

For example, someone says, “God, you’re so critical. Why are you so critical all the time? All that comes out of you is just judgment and negative stuff?”

I can hear that. I can hear that. It’s probably going to take me a moment because I’ve got to do this little aikido move, where I don’t absorb that energy, I just kind of sidestep it, let it go past me and say, “All right, what’s going on for this person. Maybe they’re wanting a little bit more recognition, a little more appreciation for what they’re bringing forward.

I might ask, I might say, “I’m hearing that some of the ways that I relate or express myself don’t really work for you. Thank you, I’m glad you’re telling me that. It’s not my intention. I want to check. It sounds like you’re wanting some more appreciation or acknowledgement for how hard you’ve worked on this and the contributions that you’re making or is there something else that – is it something else?”

I’m actually trying to understand you. I’m not taking on that story. I’m just really listening for what’s important for you.

Pete Mockaitis
Okay, interesting. Well said, sidestepping and not taking on that story. It really kind of sparks a visual in terms of there’s a whole lot of – I don’t know. I’m always … to think someone’s got a bucket of tar and they’re just sort of going to shove it such that it flies out of the bucket and in your direction.

You’re saying, no, no rather than get the tar and say, “How dare you? I’m a mess.” We’re just going to sidestep it and say, “how interesting that this person thought that that was something that they needed to do.” Let’s kind of – I don’t want to call it fun, but let’s – or enjoyment, but it’s sort of like – it’s a bit of a puzzle.

That’s kind of how I’m relating to it is you can get interested and engaged in that thing on a different level of “Oh, I’m trying to kind of get to the bottom of this,” as opposed to “I’m trying to conquer and overcome and win and be right within in this.”

Oren Jay Sofer
Right, yeah, yeah. There are two levels to this. One is understanding that when people are blaming and judging us, they have some unmet need. That blame and judgment is just a tragic and counterproductive expression of our own unmet needs.

When we really understand that we we don’t have to take on the blame or the story. We can just, “Oh, what’s going on for you? Something’s not working. Let me see if I can understand it.” That’s one level.

There’s another level here, which is kind of a meta level on the conversation, which is how are we talking to each other and what kind of workplace culture do we have? That’s something that we can address, but that it’s better to address outside of the actual moment.

We have the conversation. We deescalate things. We hear what’s important for them. We offer some understanding. Maybe we make some agreements or if we contributed in some way, we apologize, say, “Hey, I’m sorry, wasn’t where I meant to come from, but I can see how that had that impact on you.”

But then we can also have a conversation saying, “Listen I wanted to just – I wanted to just talk a little bit about how things came out when you said that I’m so critical and judgmental and I’m always nitpicking and I never care about or appreciate anyone else. That was kind of hard to hear. I’d just love to find a way that we can both express ourselves with a sense of care and respect for one another.”

We can actually address the way we’re talking to one another, but it’s best to do that outside of the moment. We’ve got to handle the situation that’s happening first.

Pete Mockaitis
Well, I think that’s well said. I did want to dig into your take on sort of the best practices for how does one ask for what you need in an optimal kind of a fashion? It seems like we’ve already got a few kind of principles and processes to work through, but do you have any extra things to point out when you’re making a request?

Oren Jay Sofer
Yeah, absolutely. Requests are tricky because a lot of us have been conditioned to think it’s selfish to ask for things from other people. Some of this falls around gender lines and how we’ve been conditioned or what our social location is, so based on our conditioning, we may feel more or less comfortable or willing to speak up and ask for what we need. A certain part of it is some of that internal work of just checking, “do I feel okay asking others to do things or help out or contribute to me?”

One of the keys there, because a lot of us have stories that, “I should be able to do it on my own. I’m selfish if I ask for something. I don’t want to be needy or dependent,” all of these kinds of junk that we pick up along the way in life.

But if we turn the tables around for a minute and we just think about if a friend or a coworker came to me and said, “Hey, I could really use some help. Do you have a few minutes?” If someone’s sincere and we have the time, we’re more than happy to help. We’re like, “Yeah, totally. What’s up?” That feels good. It feels good to lend a hand to someone when we can.

If we contemplate that, then we can recognize if I can ask in a way that’s inviting, I’m actually giving the other person something beautiful. I’m giving them an opportunity to contribute in a way that feels good.

That’s kind of the key behind making requests. It’s one, finding that place inside where we’re not demanding that somebody do something, which takes all the joy out of giving and helping, but we’re inviting them. It’s an open door.

One of the things that makes that the most possible is letting them know how it’s going to contribute to us. We need to let someone know why we’re asking. How will this actually help me? What’s the reason behind my asking? Then that gives the person a reason to want to help.

The other part is really making sure that we’re clear that there’s no obligation or demand here. This is a suggestion. I’m just saying, “How about this? If this doesn’t work for you, I’d love to see if we can find another way that this could happen.” Then, again, it becomes a dialogue. It becomes a collaboration.

Pete Mockaitis
That’s excellent. You’ve got another term I want to hear and touch about because it sounds like something I want. What is emotional agility and how can we get some more of that?

Oren Jay Sofer
Oh, grasshopper. Yes, emotional agility is essential in life. Emotional agility is that ability to be aware of what we’re feeling and have the strength and the capacity to manage it without it dictating our actions or our words. This takes practice, but it’s completely feasible. There are a few steps to it.

The first step is learning to be aware of our emotions, just using mindfulness to identify how we’re feeling and finding a way to experience our emotions with some degree of balance, so we don’t get swept away in the tide of thinking and reacting and sinking in the emotion or lashing out or the other extreme, which is suppressing and avoiding our emotions.

We find that middle ground, where we can just feel the way we feel and stay balanced with it. That’s a lot of the work of mindfulness.

Then the next kind of phase is starting to actually understand our emotions and the function that they play in our life, in our relationships. Emotions are there for a reason. If we feel something, it’s because there’s something that matters to us. We don’t feel emotions if there’s nothing that matters to us in a situation.

Emotions are sending signals. They’re sending signals either that our needs were met. Pleasant feelings: things are going well, my values and needs are being confirmed or met in some way. Unpleasant emotions: it’s a message, it’s a signal that there’s something not working for me here, there’s some need I have that isn’t being met.

What’s essential in understanding emotions is connecting them back to what actually matters to us and being able to identify, “What am I actually wanting here? What’s important to me?” When we can understand that, when we can really see it clearly, there’s a settling that happens inside because the message has been received. The emotion has actually served its purpose. Now we can go about figuring out how to meet that need. What action is necessary here?

Then the last aspect of emotional agility – so we’ve got being aware of our emotions and staying balanced. Then we’ve got understanding our emotions, “What message is this sending? What’s actually important to me here?”

The last part is learning how to communicate them constructively, how to hear other’s emotions and how to express our own emotions in a way that’s helpful. This is really where that training and non-violent communication comes in where we’re able to be aware of how we feel on the inside instead of those stories of blame, “I feel ignored. I feel attacked. I feel judged,” which are all pointing the finger at you.

Instead, being able to talk about, “You know? I felt a little bit sad when I heard that I wasn’t invited.” To be able to own how we actually feel instead of “I feel dismissed,” which is again, telling you what you’re doing to me. Being able to state our emotions in a way that’s about us and then connect them to our needs, to why.

“I really wanted to be included,” or “I really value being a part of the team,” or “I really enjoy your company and want to be able to build our relationship,” so linking our emotions and feelings back to our needs. That’s the kind of overview, the snapshot of developing emotional agility. I go into that a lot more in Say What You Mean, in the book.

Pete Mockaitis
You know, one of the things when I heard the term emotional agility that I got to thinking about is how often I am in one emotional state, let’s just call it irritated. There’s a distracting noise that a laundry machine keeps making a bunch of noise and vibration that is drawing my attention away and I don’t like it.

But then the emotion that would be most kind of constructive might be in a conversation could be, maybe curiosity or interest or compassion. Do you have any thoughts for how can we – I know we’re not robots that can sort of flip a switch and execute new emotion instantly, but—do you have some pro tips for when we kind of need to access a different side of ourselves to rise to an occasion? How do we do that quickly?

Oren Jay Sofer
Yeah, how do we do it quickly? I think it takes practice. It’s not something that happens overnight. If we want to be able to come from that place of curiosity or more genuine care or compassion, we need to actually practice it. We need to cultivate those kinds of emotions and intentions in our self.

Then when we do, when we’ve actually trained our heart or our mind to know how to find goodwill, how to find curiosity, then in the heat of the moment, it’s there for us and then we can come back to it.

Pete Mockaitis
Okay, certainly.

Oren Jay Sofer
Yeah, I think one other key there – I appreciate the question – one other key there is one of the central perspectives to non-violent communication, which we’ve been dancing around, but I haven’t stated explicitly, which is a particular view or perspective on human behavior, which is at the heart of humanistic psychology going all the way back to Abraham Maslow and Mendel and Carl Rogers, which is that all human behavior can be seen as an attempt to meet some kind of basic needs.

When we view things in that way, we can always ask our self the question, ‘What does this person need? What matters to this person?’ That’s a way to get curious even if we’re reactive, to remember that sense of “Okay, human beings do stuff because there’s something that matters to them. What matters to this person?”

Pete Mockaitis
Excellent. Thank you. Any final things you care to share before we shift gears and hear about some of your favorite things?

Oren Jay Sofer
No, it’s been great talking. I’m really happy to share all these tools with you and your audience. I just hope they’re helpful for folks in their life and at their work.

Pete Mockaitis
Yes, thank you. Now can you share with us a favorite quote, something you find inspiring?

Oren Jay Sofer
Yeah, absolutely. I’ve given a few already on the show, but I’ll share one more. This really points to an essential communication tool. “The biggest problem with communication is the illusion that it has taken place.”

Pete Mockaitis
Oh, I like that. Thank you.

Oren Jay Sofer
It’s that simple skill that a lot of times we do over email. We’ll say, “Let me know that you got this,” but we can do that during conversation too.

We can actually check, especially when we say something important or meaningful to us or it feels like someone else is saying something important or meaningful, we can check. We say, “I want to make sure I’m still with you. Let me just tell you back what I’m hearing and you tell me if I got it right.”

Pete Mockaitis
Yeah, thank you. How about a favorite book?

Oren Jay Sofer
Gary Snyder, The Practice of the Wild is phenomenal take on culture, society and nature. It’s just a beautiful collection of essays that bring together a lot of wonderful ideas.

Pete Mockaitis
A favorite tool?

Oren Jay Sofer
A favorite tool, say more my friend. Do you mean a physical tool or a-?

Pete Mockaitis
It could by physical tool, it could be a piece of software, it could be a framework of thought.

Oren Jay Sofer
Great, yeah. Piece of software. I have a screen app that I use called Time Out that I can set it to different intervals and it reminds me to take a pause while I’m working at my computer for my physical, mental, and emotional wellbeing.

Pete Mockaitis
Excellent. Is there a particular nugget you’ve been sharing from the book that really seems to connect and resonate and get folks nodding their heads?

Oren Jay Sofer
Yeah, one of the main steps that I encourage people to do in communication practice is to focus on what matters. That’s skill we can develop to keep coming back to that question of what really matters here in myself, in another person, in a situation and to get underneath the layers of the stories, and the judgments, and the what-if’s, and the who-did, and when, and why into okay, what really matters here. Focus on what matters.

Pete Mockaitis
If folks want to learn more or get in touch, where would you point them?

Oren Jay Sofer
Yeah, there’s a great way to get in touch, which is through my website, www.orenjaysofer.com.

If folks want to learn more from me, I have a free gift to give away six guided meditations when you join my newsletter. The way to sign up for that is to text the word ‘guided’ G-U-I-D-E-D, like guided meditation, to 44222. You’ll get six guided meditations and then every month I send a free guided meditation or an article or a link to a free online event that I’m doing, so it’s a great way to stay in touch and also get some more teaching and tools.

Pete Mockaitis
Cool, thank you. Do you have a final challenge or call to action for folks seeking to be awesome at their jobs?

Oren Jay Sofer
Yeah, absolutely. Take this on as a practice. Communication is a learnable skill. It’s not just something that some people are good at and other people aren’t. You can improve your communication if you set an intention to work with it. Bring more awareness and presence into your communication and focus on what matters. If you want to learn more, you can check out my book, Say What You Mean: A Mindful Approach to Non-Violent Communication.

Pete Mockaitis
Beautiful. Well, Oren, this has been a treat once again. Thank you. I wish you tons of luck with the book, Say What You Mean, and all you’re up to.

Oren Jay Sofer
Thanks so much, Pete. It’s been great being back on the show.