KF #20. Interpersonal Savvy Archives - How to be Awesome at Your Job

Pete Mockaitis
Ximena, thanks so much for joining us here on the How to be Awesome at Your Job podcast.

Ximena Vengoechea
Thank you so much for having me.

Pete Mockaitis
Well, I’m excited to dig into your wisdom about listening but, first, I want to hear how your experience in user experience research helped you understand and think about this whole world.

Ximena Vengoechea
Yeah. So, user research is a field and technology that I think not everyone is familiar with. I think of it as one of the more people-centric roles in tech, and my job as a user researcher is really to understand people and to get to know their needs and their motivations and perceptions, ultimately in order to help companies build better products.

And, for me, my specialty is in qualitative research, and so what that means is that the tools of the trade that I’m often using are conversations, workshops, interviews, and, crucially, listening. And so, a lot of the lessons that come from my experience in the UX lab, in the book, I’ve sort of translated them into everyday world, like circumstances and conversations.

Pete Mockaitis
Well, that’s intriguing and I imagine listening well can make or break the difference between getting that huge insight that makes the product fantastically better and just being blindly unaware that that is an issue for people. Go ahead.

Ximena Vengoechea
No, I was going to just agree with you. Yes, in the sense that when you are conducting a session and you’re trying to uncover a set of insights, if you are distracted by your own thoughts or if you believe too deeply in the product that you’re testing, and let that bias get in the way, then that’s definitely going to affect the outcome and what you’re able to learn in terms of that key set of insights that you’re trying to uncover.

Pete Mockaitis
Well, could you share with us a story, either from your own experience or someone you know who’s been working with your tools, where you saw such a transformation in terms of the listening got upgraded and, wow, what a cool result emerged from that?

Ximena Vengoechea
Yes. So, several years ago, I was conducting a study on meal planning, so I wanted to know, “How do people cook? How do they meal-plan? How do they budget for their meals?” And I remember that there was a really strong hypothesis on the team that certain features were sort of must-have features and others were less important. And, specifically at the time, there was a really strong interest in using things like voice activation in the kitchen, and it sort of made sense that you’re cooking and so you want to be able to tell Siri or Alexa or whomever, “Pull up that recipe. Tell me what to do next,” handsfree so that you can chop and do other things.

And, at the same time, it also kind of felt like a very “tech” kind of feature, like a very Silicon Valley desire. And so, one of the things that I did was I scheduled these sessions and we went out to Chicago, which felt a little more representative than the Bay Area of maybe the broader population, and we did cook-a-longs. So, I interviewed people but I also observed them in their kitchen. And we often think of listening as just using your ears but this was a great example of using your ears and your eyes, where you’re observing what someone is doing.

You have all of these questions in the moment that you want to ask them, but you have to really kind of catch yourself and learn to harness some patience because, if I were to interrupt a participant every time they moved from working on their phone to a cookbook or the back of the pasta box, if I had a question around, like, “Oh, do you normally do that?” that would totally change, it would completely alter the course of their actions. And, at worse, someone might begin to perform for me and think, “Oh, she wants me to cook in a certain way,” or, “She wants me to use my iPad but not my recipe cards,” which was certainly not the case.

So, in that study, that was an example of being able to go and immerse myself in an environment, crucially picked people who weren’t necessarily like me or my group of colleagues, and bring in both the aspect of listening, which is about asking questions and creating space for others, but also that observation piece and being patient and not letting that instinct, that I think many of us have in conversation, to say the first thing that pops into our head or ask that question right away, but instead just to take a beat instead and see what we can learn that way.

Pete Mockaitis
Okay. And then so, in doing that, I’m curious, did you learn what you were seeking to learn? What was the takeaway, the insight, the aha? Are people into the voice-activated business or not as much?

Ximena Vengoechea
At the time, it turned out to not be a crucial feature and it was something that we didn’t pursue. I think the sort of less sexy but really basic features became much more important, like being able to filter and say, “I’m a vegetarian so don’t show me recipes that have meat in them,” for instance, or, “I’m lactose intolerant. I want to only see recipes that don’t have dairy.” Those kinds of basic but really important functionality end up trumping the sort of bells and whistles of anything like voice activation.

Pete Mockaitis
And so, having spent so much of your career doing listening and you’ve put some of your wisdom in the book of yours, Listen Like You Mean It, what are some of the most surprising and fascinating discoveries you’ve made along the way about how we listen and form connections here?

Ximena Vengoechea
Well, I think one of the biggest takeaways and maybe the most counterintuitive thing that I’ve learned about listening is that we have this idea, when we think about listening, that we’re there for the other person and that it’s all about the other person. And that’s true, we are there to learn about someone else. But we also, critically, are bringing in so much of ourselves into conversations. And in order to really be an effective listener, you have to build some self-awareness about exactly what you’re bringing in.

So, those thoughts that you’re bringing into conversations, the emotions you’re bringing into a conversation, your personal experience, your personal history either with that person or a topic, all of those things are part of what make us unique but they’re also part of what can prevent us from fully engaging and listening to another person. So, it’s an interesting dynamic when you want to be there for someone else, but you really also need to be kind of tracking what’s going on for yourself in any given moment.

Pete Mockaitis
Okay. So, then let’s hear it, the big idea with the book Listen Like You Mean It. To what extent do you think folks are listening like they mean it? What’s the state of listening today?

Ximena Vengoechea
I would say we could probably all be doing a lot better. I think most of us are typically engaging in what I would call surface listening mode. So, we are catching enough of what the other person is saying in a given moment to nod and smile, be polite, to keep our relationships more or less intact, but we’re only catching the literal, the surface level of what’s being said, and we’re often missing the subtext, the meaning beneath what’s being said, and also the emotions behind what’s being said.

And I think that that, when you’re able to go all the way down to the level of emotions, that’s where the real human-to-human connection occurs, and that’s where I think we could all be playing…we could be going much deeper in our conversations.

Pete Mockaitis
Intriguing. Well, so then could you maybe give us a demonstration here between what surface listening looks, sounds, feels like versus the deeper listening that creates the connections?

Ximena Vengoechea
Yeah, surface listening, that is something where you’re catching a little bit but you’re also engaging in those thoughts that are running through your head. You might be thinking about your to-do list, or maybe you’re in a meeting and thinking, “Okay, I’ve already heard enough. I know what I need to do. I can tune out now or start on my list of action items,” or maybe we are kind of missing that the other person is upset or is having some strong emotional response where we’re just not tracking that.

Whereas, empathetic listening is when that thought comes up that we’re distracted or we’re creating that to-do list, it’s noticing that and it’s going, “Oh, okay. I’m getting distracted, let me come back to center.” Or, it’s noticing that we’re having an emotional response to something, and saying, “Oh, you know what? I’m feeling my throat start to tighten up a little bit, I’m feeling my chest start to pound a little bit. I’m having an emotional response. Let me see if I can center myself before returning to this conversation.” So, it’s about tracking those things and then returning to the present and being there for someone else.

Pete Mockaitis
And so then, in practice, if we’ve got other thoughts going on or emotional reactions and such, how do we just stop and return? Do you write them down, your extraneous thoughts? Or, is there a mantra or a trick either with your mind or your body? How do we return?

Ximena Vengoechea
Yeah, it’s a good question. I think it’s less about trying to forever stop those thoughts because I think even meditation experts would say, “It’s not like you have a completely blank mind. It’s just becoming aware of those thoughts and acknowledging them.” So, I recommend a trick that psychologists are using in cognitive behavioral therapy, which is labeling.

And so, that is actually saying in your head, “I am being distracted by this thought,” or, “I’m having this response,” so you’re labeling it. That helps you release it. Other things that can be helpful, one mantra that can be helpful is reminding yourself that if it’s really important, the thought is going to come back to you. Typically, that’s the case. We sometimes get nervous and want to cling to every thought that comes into our mind, but the really, really important ones tend to come back to us.

And then I also recommend focusing on the emotions of what’s being said. Sometimes we’re so caught up in trying to capture all the details, like there’s a tendency to want to write everything down in a conversation, or take copious notes, but you will remember if someone is upset or confused or stressed, and that’s the thing to hone in on. And so, if you can give yourself the benefit of the doubt of, “Okay, if I can get the emotion, the rest will follow,” that can also relieve some of the anxiety around, “I have to jot everything down right now.”

Pete Mockaitis
And so then, how do we go about getting to the emotion? Like, are there…? Because, in some ways, it just seems some people just intuitively just do this and others don’t. So, if you don’t, then how do you start?

Ximena Vengoechea
Yeah. So, part of it is coming into conversation with what I call listening mindset, and that’s bringing in humility, curiosity, and empathy, and that’s different than how we normally show up in conversation, which is often we’re bringing in our own assumptions or opinions or ideas, and this is really about creating space for someone else. So, humility is taking the position of a student rather than an expert, and reminding yourself that there’s something that you can learn from the other person.

Curiosity is taking that a bit deeper by asking questions, asking in particular open-ended questions that allow the other person to lead the way. And then empathy is tapping into their emotional experience, not in the sense that you have to have shared a given experience. Maybe someone has just been laid off and you have not been laid off so you don’t know exactly what that feels like but you probably have some idea of what it feels like to grieve over something that you thought you had and no longer have, or to experience something like shame over that. And so, it’s tapping into those emotions as well. And all of these are really about shifting the focus away from yourself and towards another person.

Pete Mockaitis
Yeah, that’s nifty. And I think sometimes it’s tempting and it may even really be the case that you know way more about something than the person that you’re listening to does. But I imagine you’ve got some suggestions when that’s the case. What do we do there?

Ximena Vengoechea
Yeah, it’s a great point. Because I think when we do have a given level of expertise, those are the moments that are often the hardest to set that aside and really listen to the other person. So, in that case, I recommend asking yourself, “What else?” Like, “What else can I learn here? Even if I have expertise, what else might I learn? And, specifically, what can I learn about this other person?”

So, maybe there’s a topic that you’re a wiz at, maybe it’s like personal finance or something like that. Okay, so maybe you’re not going to learn much more from this person about that topic, but what does they’re talking about this topic tell you about them and how they relate to you, to this conversation, to that topic at large?

So, it’s looking for other threads, it’s looking for understanding someone else’s expertise, and that expertise may just be their lived experience. That’s what they’re an expert in, and you can learn something from that.

Pete Mockaitis
Certainly. And then with curiosity, it’s funny, sometimes I’ve got tons of curiosity and sometimes I just don’t care if I’m just going to be really blunt and honest about it. So, I’d like to be curious. I feel like that’s the person I aspire to be. So, if curiosity isn’t naturally bubbling up, what do you recommend?

Ximena Vengoechea
Yeah. So, I think this is somewhat common. I think we all have topics that we’re not naturally interested in, and that’s okay. And I think, in this case, you’re looking for what’s the overlap maybe between the other person’s interest and your interest. So, to give a tangible example, in the book I talk about sports as not being my personal thing. It’s something that I struggle to and pay attention to and really focus. And if my husband is talking about sports, I have a couple of options. I could totally tune out, and say, “Hey, I’m not the sports type so we’re not going to talk about that.” That’s probably not going to go over super well. Or, I can try and find something that I’m interested in that overlaps with what he’s interested in.

And, in my case, something that I know about myself is I’m interested in people and I’m interested in their stories. So, if I can get the conversation away from the scoreboard to, “Tell me about the coaches. Tell me about the team dynamics. Tell me about their rituals,” that’s interesting to me and it’s interesting to him. So, you’re looking for that sort of overlap between two interests, and that’s where you can start to tug and have a pretty interesting conversation.

Pete Mockaitis
You know, that’s clever and what’s funny is that is I’m thinking about the Olympics. That’s exactly what they always do. So, we got this sport, and then we go to zoom in on the Olympian’s life and their childhood and their history and their dedication and their story and their difficulty. And I think they do it because it works, in terms of, “Okay, we’re trying to maximize the viewership. We’re going to need to do more than just fancy triple axel spins on the ice-skating rink or running really fast on the track. We’re going to have to go there to rope in all the more folks.”

Ximena Vengoechea
People like me.

Pete Mockaitis
Yeah. Well, that’s a really lovely example. Let’s go with, I’m just going to put you on the spot here with another one. Boy, I get a little bit glazed over when we talk about like compliance-accounting things. It’s funny. Except, as I recall some conversations with my accountant, except when we’re discovering opportunities to save on taxes, I was like, “What, I can do that? Oh, wow, that’s amazing.” Like, I get really jazzed. So, I guess there’s one example there but I’ll ask you to do the same. And maybe you’re into that, I don’t know. But how might you curiously maneuver into a fun place there?

Ximena Vengoechea
Yeah. Well, I think one thing I’ll caveat is that you’re not always going to maneuver into a fun place but you will maneuver somewhere. So, in the case of something like accounting and compliance, those topics that kind of leave you with eyes glazed over, if there’s not an obvious thread, if there’s not an obvious overlap that you can kind of pull at, and this is a conversation that you kind of need to have and you need to be present for, like it’s important, another thing that you can do is to look for the underlying need. So, what does the other person need from this conversation, need particularly from you in this conversation? And, in some cases, it’s going to be really obvious, in some cases it’s not going to be obvious, but you’re looking for, “What is the need and how can I meet it?”

So, maybe the conversation about compliance is super boring but there’s a need there for you to approve something or for you to sign off on something. The sooner you can uncover that need, the sooner you can meet it, the sooner you can have a different kind of conversation, or talk to someone else. And so, sometimes when you are looking for that common ground, it is about extending the conversation, sometimes it is about being more efficient with the conversation and just tuning in more quickly to, “What is the other person trying to get out of this conversation with me?”

Pete Mockaitis
Okay. And then, as we’re listening for emotions, are there particular signs, indicators, that you’re on the lookout for in terms of vocal intonation or facial expressions? Like, I’m thinking about we had former FBI agent Joe Navarro who wrote “What Every Body Is Saying.” That was fun. So, I guess I’m curious, are there particular signals that grab your attention or you proactively look out for?

Ximena Vengoechea
Yeah, definitely. I think the biggest thing that I look for is a change over the course of the conversation. So, if someone starts out speaking in measured tones or a deliberate even pace and then suddenly speeds up, or their pitch changes in some way, that’s something that I would want to pay attention to and try and figure out, if the topic is changed, or if they no longer feel safe in the conversation, or suddenly do.

So, we’re looking for or listening for a shift. Certainly, body language is part of that. So, I’m familiar with Joe Navarro’s work, and he talks about where your feet are pointing. So, someone can be looking at you eye to eye but their feet are pointing towards the door, and that’s a tell that maybe they’re ready to leave the conversation and just haven’t been able to articulate it.

He also talks about collar bone, like neck touching as a self-soothing mechanism. If you’ve ever seen somebody play with their collar, that kind of thing. So, you’re tracking voice and tone and body language, and also, obviously, what they’re saying as well. And I think it can be hard to do if someone is not explicit, if someone doesn’t explicitly say, “I’m really upset about X.” Sometimes it’s obvious that they are upset and we just need to ask about it.

Other times, we have to kind of feel around and they’re also feeling around in conversation, and so you’re listening for things like, literally, “I feel like…” when we place the word “I feel…” or if someone says, “I’m swamped with…” Okay. Well, that’s interesting. They’re underwater. They feel overwhelmed and under water. Do they feel under pressure and under water?

So, you’re listening for certain cues, signals in terms of what they’re saying as well that you can, again, get curious about, so that it’s less, “Oh, I’m swamped,” and you’re like, “Yeah, me too.” But, “Oh, you’re swamped. Oh, what’s that like? So, what’s happening? What’s on your plate? And how do you feel about that? How do you feel about having such a busy schedule?” That’s going to have a different outcome in terms of a conversation.

Pete Mockaitis
And I’m curious, let’s say, so you pick on some emotions, and I guess maybe talking about the connecting side of things, what’s the best way to work with that? I guess I’m just imagining, like you could say, “It sounds like you’re really upset.” Sometimes that’s the right thing to say and sometimes it’s not. But how do you think about that?

Ximena Vengoechea
Yes, that’s a good question in the sense that we’re not mind readers so we don’t always know what the other person wants, but this is where I think there’s two things that can be really helpful here. One is knowing what your default listening mode is, so how you usually how you tend to hear things in conversation. Maybe you’re someone who tends to hear things at an emotional level; or someone who is more of a problem-solver, they tend to hear things through the lens of a problem to be solved; or a mediator, someone who tends to hear things through the lens of, “Well, what does this person think? What did that person think? How can we make sure that everybody’s point of view is present here?”

And all of these modes are good and useful but need to be matched to the current moment and situation, and that’s the need. That’s going back to, “What is this person’s need?” So, if you don’t know what the need is and you don’t know your default mode, then it’s going to be very hard. You are going to be taking a guess when you say, “Hey, it sounds like you’re upset.” You’re kind of going out on a limb there to see if that’s what they need.

But if you’re able to identify your default listening mode, then you have a little bit of a gut check. So, you can check with yourself, “Okay, my instinct is to offer advice here. Is that what’s really needed? What does this person need?” Sometimes it will be obvious to you because you have a personal history with them, and you know, “Oh, this, for instance, colleague always talks around their requests. They don’t say point-blank, ‘I need another resource for this.’ They kind of give you the long and winding road.”

Sometimes you won’t have that context, so here’s where asking clarifying questions is a great path forward and so you can ask things like, you can say, “My instinct is to offer advice. Would that be useful here?” Or, “I actually have a similar experience. Would you like to hear how I’ve navigated this in the past?” Or, and I think this is the most general clarifying question but really useful one, is, “Would you like me to listen or respond?” Because sometimes there is nothing for us to do, and I think that’s very hard for us to internalize. But the only thing to “do” is to bear witness to someone else especially when it’s emotional.

And so, if they’re sharing something and we’re not sure, we can be there with them and give them that space, and maybe reflect back what they’re saying because it’s affirming, or maybe just check in with them on what would be useful in that moment.

Pete Mockaitis
Well, that is a beautiful question because it’s like because you can respond any number of ways and that maybe you hadn’t even anticipated. Because I imagine, in my imaginary conversation I’m having, which you’ve said this to me, I can imagine saying all kinds of things, like, “What I need from you right now is to tell me I’m doing a great job.” It’s like, “Well, okay, that would not have occurred to me but, yeah, I’ve got tons of things to say about that, and so glad you asked. And here we go.” Or, it might be, “You know what would be awesome is if you could somehow just make hours appear in my life because things are insane.” It’s like, “Oh. Well, sure. Well, hey, how about you don’t bother with these three meetings that we got scheduled.” It’s like, “Oh, cool.”

And so, it feels actually kind of rare that someone would just ask that question and, an effect, is really giving a gift. That’s like, “Oh, all right. I am at your service.” And somehow it feels a little bit more specific and real and meaningful than, “Let me know I could be helpful to you,” which feels like that happens a lot in conversations of like a network-y format. And it’s funny because I never quite really know what I should ask for because it’s like, “Well, if you want to like, you know, promote the crap out of the podcast, that’d be great.” Whereas, when it’s seated in a conversation, you say it like that, it goes, “Okay. Well, yeah, here is really what I need from you.”

Ximena Vengoechea
Yeah, and I think those other questions that you’re mentioning are hard to respond to. They’re so broad. They’re so vague. I like the question of, “Would you like me to listen or respond?” also because it gives you two options. It gives someone something tangible to respond to. And, usually, the response, the actual need, is what they’ve been trying to say maybe implicitly.

Maybe they haven’t been able to explicitly say, “Hey, what I really need from you right now is to feel supported, and here’s how you can do that.” Or, maybe they thought they were saying that. Like, most of us aren’t very practiced at being explicit in expressing our needs. And so, offering this question is a really gentle way of saying, “I am here for you and you can guide me in a way that would be most helpful to you in this moment.”

Pete Mockaitis
Yeah, that’s great. Well, so that was a lovely question there. Can you share with us any other favorite phrases, questions, that you just love and are very versatile and useful in many conversations or maybe some phrases, words, questions that you don’t love and we’d probably be better off losing them or using them much less frequently?

Ximena Vengoechea
Yeah, so I would say this is where the type of questions you ask really can make a big difference in conversations. So, we’re often not really paying attention to the questions we ask and they can be leading or biased in some way, and those questions, they don’t take the conversation anywhere. They end in one response or, yes or no responses, they tend to be close-ended in nature.

And so, that’s questions that start with do, is, or are. For example, “Are you nervous about tomorrow’s presentation?” “Are you nervous about this meeting?” That suggests that the person might have reason to be nervous, which maybe they should be, or maybe that’s your own, your nervousness being projected onto someone else. You’re going to get a very different response than if you start out with something more open-ended, like a how or a what question, “How do you feel about tomorrow’s presentation?” Okay, now the person can say, “I’m super excited about it. Like, I’m stoked and I’m ready to go,” which is a totally different response than we were leading them earlier. So, I think shifting from close-ended to open-ended questions is key.

And then the other thing I would say is to avoid having too open of a conversation, where the conversation is just like so broad and sprawling. You also do want to have handy follow-ups in your pocket. And so, those follow-ups if there’s a thread that’s particularly interesting or promising, you can say something like, “Oh, say more about that,” or, “What else?” or, “Tell me more,” or one that I really like is just to say, “Oh, and that’s because…” So, whatever it is they said earlier, I ask, “Oh, because?” and then the person will naturally fill it in. So, you have both the open-ended questions and then these gentle nudges that keep the conversation going.

Pete Mockaitis
Well, what’s lovely about that, “Oh, and that’s because…” is that it, well, it’s much less defensiveness-provoking than “Why? But why?” It’s like, “Explain yourself,” like an interrogation. Whereas, “Oh, and that’s because…” is effectively a why without the threat. So, that’s cool.

Ximena Vengoechea
Yeah, and that’s why I don’t recommend asking why very often. Of course, we all want to know why but it does sound defensive to our ears. And so, you can ask the question of why in a different way using, “That’s because…” or even, “How do you feel about that?” or, “What do you make of that?” Again, those how and what to start to get the why without kind of grating on the other person’s ears.

Pete Mockaitis
Okay, cool. And then, I’m curious, when it comes to the third part of your book is about resting and recharging. Well, hey, I’m all about resting and recharging, but didn’t expect to see that in a book about listening. So, what’s the importance of this and how do we do it well?

Ximena Vengoechea
Well, I felt this was really important to include in the book because when you are practicing this type of listening where you are getting down to this emotional level and just really past the surface, it does take work and it is a natural side effect of this kind of listening to feel a little bit drained. It’s almost a sign of good listening at play. It’s like when you go out and you have a good workout, you’re excited but you’re also a little bit tired afterwards.

And so, we want to be able to take care of ourselves so that we don’t push ourselves too far because I think a real risk, if we’re not careful with this kind of listening, is that we start to create space for someone else in a conversation and we never take up space ourselves. So, become a sort of vessel for receiving everybody else’s feelings without having that same care and support returned to us, which really just means that the conversation has moved from a dialogue probably to a monologue where we’re on the receiving end of it, so we don’t want to go that far.

So, ways that you can take care of yourself in the process are thinking about things like what’s your magic number in terms of the amount of these kinds of conversations you can have a day, and how do they need to be distributed throughout your day. So, really concretely, when I was managing a team, I remember in the very beginning, I would try and stack my one-on-ones, like, “Okay, I’ll do all my one-on-ones on Tuesdays. We’ll just do them back-to-back and we’ll bang them out,” and I was exhausted by the end of it, and I also, frankly, wasn’t doing a great job of listening because I would be context-switching from one person’s challenges to the next without having taking a beat to pause and breathe.

And so, in my case, I learned, “Yeah, you probably shouldn’t have five back-to-back one-on-ones in a day. You should maybe try and spread those out over the course of a week or to a couple on one day and a couple on another day.” So, it’s about figuring out what is your magic number, how many of these kinds of conversations can you have effectively where you’re still listening and not exhausted, what kind of breaks can you have in between.

And I talk to a lot of people who say, “Well, I’m not in control of my calendar. Like, I am at the mercy of my calendar. So, what do I do then?” And to that, I say you can always take a 90-second breather in between meetings. Just you’re taking a little bit of a palette cleanser to reset, to say, “Okay, this person just gave me this. I’m going to put it aside, and now I’m going to be present for the next conversation.” So, even if it’s a microbreak, that becomes really, really important for helping you keep things running along.

Pete Mockaitis
Well, now I’m curious, in a 90-second, a microbreak, what are some great things to do that make a world of rejuvenation difference in just a few seconds?

I’ll do some sharing right now. I’m taking a look at my silent mini-refrigerator in my office, which is pretty wild. It emits no noise, which I like for recording. And I have a bin of water, a little Tupperware bit of water, that’s cold, and I will shove my face in it. That’s weird but there’s cool science behind it – the mammalian dive reflex. And when you stick your face in cold water, you’d wake up in a hurry. So, that’s one of my quick rejuvenation rituals. I’d love to hear what you and others do that makes for some great recharging for more listening in a short amount of time.

Ximena Vengoechea
Yeah. So, I think it could be something like that. It could be maybe a more toned-down version, like just splashing water on your face, like room temperature water on your face can also maybe give you a version of that. But, yeah, another thing that you can do is to take those 90 seconds and write down every thought that comes into your mind, just like brain dump it out because sometimes that’s what we’re holding onto in between sessions. So, you can just write it and release it that way.

Sometimes just our closing your eyes, like literally just closing your eyes. Set a timer if you want, think about whatever you want, that can do it too. Don’t use that 90-second microbreak for doom-scrolling, for news-reading, or social media. It’s not going to have the same effect. It’s probably just going to cloud things even further. And then I also think there are certain mantras that you can repeat, especially if you are in a profession or in a role where you’re going to be carrying something, kind of on someone else’s behalf, where you can say, “Okay, this isn’t mine to keep. This doesn’t belong to me. I can safely let this go.” That’s especially useful, let’s say, if you’re in a caregiving role or industry, something where you’re really taking on someone else’s emotions.

Pete Mockaitis
All right. Well, Ximena, tell me, anything else you want to make sure to mention before we shift gears and hear about some of your favorite things?

Ximena Vengoechea
I think the last thing that I’ll mention, and I hope this is is clear from this conversation, but I think we often think about speaking, presentation skills, effectively negotiating, influencing, those are things that can be learned and we think of listening as something that people are innately good at or not, and so we might write it off a little bit if we’re not one of those people who is just magically good at it, but it really can be learned. It’s a skill just like any other. And that’s, ultimately, what the book is trying to do, is to really explicitly lay out what are some of those techniques so that you can begin to take them up and practice them in your everyday.

Pete Mockaitis
All right. Well, now could you share with us a favorite quote, something you find inspiring?

Ximena Vengoechea
Yes, so a quote that I love is “Never judge a man until you’ve walked two moons in his shoes.” And that’s from a book called Walk Two Moons. And it’s really about empathy. It’s about not judging someone, and understanding that people have rich lives beyond what we know, and making space for that to be the case, which I find helpful in general, but especially when you’re…the day someone cuts you off while you’re driving, or if someone is slightly rude to you in a meeting, it’s like, “Okay, something else is going on. It’s probably not about me.”

Pete Mockaitis
And how about a favorite study or experiment or bit of research?

Ximena Vengoechea
I find myself often returning to Sherry Turkle’s work. So, she is the author of Reclaiming Conversation and several other books. She looks at the intersection of society and technology, and she’s done a lot of research on how devices are changing our conversations in person, things like how even having a cellphone on the table, even if it’s face down, decreases our ability to empathize with the other person in conversation. So, I find her work to be very interesting.

Pete Mockaitis
And a favorite book?

Ximena Vengoechea
A favorite book, I mean, I do return to Reclaiming Conversation quite a bit so it’s certainly top of mind. And another book that I just finished, which is a totally different topic, is called Big Friendship, and it looks at maybe underrated relationship in our lives that doesn’t get much attention, but it talks about relationships, specifically in the context of friendship and how we treat those versus other relationships in our lives.

Pete Mockaitis
And a favorite tool, something you use to be awesome at your job?

Ximena Vengoechea
I really love analog tools, so my favorite being Post-Its and Sharpies. I find that I’m far less precious with my thoughts and that I don’t get overly attached to ideas. If I start something where I’m just in a deck and I’m immediately trying to work on a presentation that way, things look better than they are if you just write them on a sticky note. You kind of know that that’s the rough draft and I find it easier to rework ideas that way.

Pete Mockaitis
So, when you say precious, it means you’re more attached to it the more it’s all digitally dressed up and beautified. It feels like, “This is something that I cannot throw away or dramatically rework because of attractiveness.”

Ximena Vengoechea
Yeah. And I think you also tend to rework in minor ways, so you’d be like, “Oh, something is off with the sentence. Let me move the comma or fiddle with this thing.” And it’s like, “Well, something might be off with the idea.” So, Post-Its allow you to work at the level of the idea and then, once you’ve gotten beyond that, then, sure, go and refine and prettify your deck and do all that stuff.

Pete Mockaitis
That’s true. And I also find that when I’m in the constraint of a slide, it’s sort of like, “Well, this is the point I’m making, and this is the cool chart that I have, so I only have this box to do the thing.” It’s like, “Well, maybe it doesn’t need to be confined in that box in the first place.” And so, the format kind of pre-ordained or influenced the content prematurely. Well, I’m going to chew on that. Thank you.

Ximena Vengoechea
You’re welcome.

Pete Mockaitis
And a favorite habit?

Ximena Vengoechea
A favorite habit, taking breaks in terms of taking walks. Like, if I’m stuck on a challenging topic or can’t break through, I have learned to step away from the screen and just take a walk. I think our brains will often noodle things, on things, on our behalf when we’re not paying attention.

Pete Mockaitis
All right. And is there a particular nugget you share that really seems to connect and resonate with folks; they quote it back to you frequently?

Ximena Vengoechea
I think the default listening modes really resonates with people because they can easily identify a mode, and whenever you have a type, you feel like, “Okay, I get this now.” And then the other one, I would say, is the role of silence in conversations is something that’s come up a lot where I talk about waiting 10 seconds, waiting a little bit longer than is comfortable in order to give the other person space. And that seems to be resonating with people because it’s hard and it goes counter to what we usually think about silence in conversations.

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

Ximena Vengoechea
Best place to get in touch is on my website, so that’s XimenaVengoechea.com, and that’s kind of the hub for all of the offshoots, social media, and newsletter, book, all that good stuff.

Pete Mockaitis
And do you have a final challenge or call to action for folks looking to be awesome at their jobs?

Ximena Vengoechea
Yeah, I would say do your best to uncover what that hidden need is in conversation, especially in professional settings. The person’s job, function, whether they’re in marketing or sales or design, is a really good starting clue to uncovering that need.

Pete Mockaitis
All right. Ximena, thank you. This has been a treat. I wish you many great conversations.

Ximena Vengoechea
Thank you. Thanks so much for having me.

Pete Mockaitis
Riaz, thanks for joining us here on the How to be Awesome at Your Job podcast.

Riaz Meghji
Pete, it is good to be with you, man. Thanks for having me on.

Pete Mockaitis
Oh, I’m excited to talk. And I also want to hear, you’ve got a story, you’ve got some Canadian TV background, and another Canadian star, Eugene Levy. I understand there’s a story involving you, him, and eyebrows. Tell us about it.

Riaz Meghji
I love it. This is what happens when you fill out the questionnaire beforehand, “Tell me some tidbits of where we can go.” Eugene Levy, a national treasure here in Canada, and he was filming a cameo role on a sitcom called Package Deal which was being filmed in Vancouver, British Columbia, where I am right now, and we had a chance to go on set with Eugene, and, obviously, a legend in the comedy game. He’s honed his craft, you could tell the entire cast and crew respected him, we had 20 minutes to do an interview, and he was so generous, so gracious about how he’s achieved success, how his family succeeds. A lot of people know about Dan Levy in Schitt’s Creek.

And then, towards the end of the interview, he just took a moment to pause and say, “Hey, thank you very much for bringing the energy, the enthusiasm to the interview, but if there’s one piece of advice I can give you, if you want to succeed in this business, and if you want to play the long game, there’s one thing you need to know.” Obviously, when Eugene drops that, I just leaned in, I’m like, “What is it?” He’s like, “Make sure you insure your eyebrows.” I’m like, “What?”

I know we’re on the podcast right now but, hey, game recognizes game. He’s got those thick caterpillars, these south Asian roots are giving me those thick caterpillars too, and I said, “Eugene, awesome, man. I don’t know if they do that, but that is an amazing trademark to make it in the entertainment business. Game on.”

Pete Mockaitis
Insure the eyebrows, yeah. It’s hard enough to get an insurance company to do anything outside of their cookie-cutter legal boilerplate. That’d probably take some doing to pull that off.

Riaz Meghji
Yeah, they would put a new box to check, “Diva, yup. Correct. That’s Riaz. He wants his eyebrows insured. Let’s just focus on the mortgage and the home.”

Pete Mockaitis
There’s an extra premium for the diva. It’s like a young driver, they’ll slap you with that. So, we’re talking about you got a book here, Every Conversation Counts: The 5 Habits of Human Connection that Build Extraordinary Relationships. I’d love to hear you’ve done a lot of conversing and connecting in your years. What would you say is one of the most surprising lessons you’ve picked up along the way?

Riaz Meghji
That there’s two teachers in the room in any conversation. Two teachers in the room, and this was a great lesson that was presented to me by a very popular host in Canada. His name is Ron MacLean, a magnificent storyteller, and he has this gift of anybody he interviews, his primary gig is Hockey Night in Canada, but he is such a masterful interviewer with athletes, not just seeing what’s in front of us, but seeing what the story is behind the lens. And he really talked about the idea that the interviewers out there that can do their research and come in with the greatest intention, get asked their job to just stay as curious as long as possible.

But how somebody really listens, how an interviewer really listens to draw out the story that isn’t being told is the opportunity to be a teacher, because the person answering the questions, they’ve got the ideas, they’ve got the stories they’re going to share, but the art of listening and being the interviewer, you can be a powerful teacher to just be a mirror and create a heightened level of awareness that that subject might not even know about.

And when he said that to me, that there’s two teachers in the room, it always reminded me, whether you’re asking the question or answering the question, there’s a chance to learn from each other in just very profound ways.

Pete Mockaitis
That’s cool. Certainly. And listening is huge and I think a lot of my guests have commented, “It’s nice that you don’t just sort of move through a pre-set list of questions.” I mean, where’s the fun in that? In terms of the live back and forth is where a lot of the magic and fun is, so amen to that.

Riaz Meghji
You know, it’s so true. And I can say this, early on in my career, I’ve been doing television for almost 20 years now. Earlier on, I would do that exact same thing, Pete. I’d do all of the research, come up with a list of questions that I thought were brilliant, and then I would check the box of, “Was this a successful interview?” And the gauge on that would be, “Did I ask all of the questions I brought in to the conversation?” And then, slowly, I was realizing the moment was being missed to unlock something from that subject that you can’t Google. And one of the simple things I would do in the green room with any guest, no matter how much research I would do, which would give me confidence, I would slowly begin to over-prepare to improvise.

And the way I would do it is in that green room. I would greet the guests, we’d go past the formalities, but I’d simply start that by asking, “Hey, so what’s on your mind?” And the first thing that came out of their mouth would allow me to understand what the priority is for them. So, no matter how much research I did, I would park it, prioritize their priorities, and then lean in and listen and be ready to improvise. And I found that’s where some magical moments would really happen with the people in front of us.

Pete Mockaitis
Yeah, that’s cool because, I’d imagine, if that’s their priority, and you give some love and attention up front, they’d think, “I like this Riaz guy. I can open up. I can trust. I can share a little bit more. I can not be as guarded,” and good things can flow there.

Riaz Meghji
Yeah. And that approach allowed me to really understand that there are three questions that stood out when you’re trying to unlock somebody and get them to open up and just truly share who they are. That the three questions we all ask ourselves, especially the first time we’re meeting somebody are, “Do you care about me? Are you listening to me? And can I trust you?” And simply recognizing the value of those three questions really allowed some beautiful moments to be shared not only in the green room but that trust to convey something really powerful when it was on live TV which can be nerve-racking for anybody involved.

Pete Mockaitis
Well, those are some great questions right there. And, I’m curious, I guess you’ll get the answers you want if you actually do care, you actually are listening, and you actually are trustworthy, so I don’t know if there’s any tricks or hacks that can be implemented there but, nonetheless, I’m going to ask you. How do you make it so that the person you’re talking to picks up the good stuff, assuming that you do have a good heart and intentions, and you really do care, and you really are listening, and you really are trustworthy? How can you make that all the more apparent?

Riaz Meghji
I think it’s saying less and listening more and following their lead. And what I found is, over the years, a lot of the times when you look at any conversation or any interview, the person who controls the conversation is the one asking the questions. And sometimes that initial question that you ask, I would get caught up in the trap early on, Pete, where I would come in with, like I said, all of this information, and I would overcomplicate things, and I would unleash this overcomplicated set of I have like multiple questions in that first question where somebody is saying, “Okay. Well, hey, that’s great, all this research. I don’t even know how to answer this because you asked me like 10 questions in one.”

So, I think really getting to the point and simplifying things off the top, and then how you make it apparent to that person that you’re dialed in, is the value of the follow up, and those expansive questions that are starting with the what or how that have a high emotional component as well. Because I find a lot of the questions that happen, and maybe it’s because people are overwhelmed with, one, information; two, with stress; three, with the awkwardness, especially coming out of this pandemic of “How do we connect? This has got to be perfect,” is forgetting about the facts and putting the facts in the background and focusing on the emotional connection you can have with somebody.

And I find that’s, that feeling, someone could have where you’re asking a question that really taps into a feeling they’re experiencing, that’s where that magic happens where they begin to really appreciate that you want to be where they’re at, and you’re exploring that important space for them.

Pete Mockaitis
Cool. Well, so let’s dig into some of the particulars then. So, you’ve said in your subtitle “The 5 Habits of Human Connection.” So, what are those five and how do we do them well?

Riaz Meghji
Yeah. Well, we kind of touched on the first one being listening, but the habit I really wanted to articulate is listening without distraction. And this culture that we’re in right now is one culture of convenience with technology. We’re flipping the camera and we’re flipping a microphone on, we’re having our meetings, and everything is moving so fast with this convenience, so it is easy. Looking at the science of our brains and how we connect, in many ways, I feel like we’re all just too smart for our own good simply because our brains can absorb 400-500 words per minute. Yet, the average person is speaking in a rate of 125 words per minute.

So, that means, with that extra capacity we have when we’re listening, we can easily get caught up in technology, in multitasking, in daydreaming, the emotional distraction of shutting down if we disagree with somebody. So, I think the first thing, if we’re going to listen without distraction, is listen to ourselves on a daily basis. And if you’re listening to this right now, auditing ourselves to say, “What are the distractions, on a daily basis, in your everyday communication that are pulling away the focus and gift of undivided attention you could give somebody?”

And not trying to remove those all at once because that can be completely overwhelming, but just becoming aware of what they are and then slowly starting to pick those off one by one, and that will allow us to be so much more present not only with our listening ear but, more importantly, with our curiosity to dive deeper with what somebody might be sharing with us, especially if it’s something quite vulnerable or real.

Pete Mockaitis
And that notion about being too smart for our own good and the word count differential, I’m intrigued with the awareness of distractions. Can you give us some big categories because I think it’s pretty obvious? Like, okay, the phone. You can look at your smartphone, you hear the dings and the buzzes, and you’re just, “Who was that? What was that? What’s going on just right there?” So, that’s one, and I think that’s kind of obvious. But what are some of the other ways that we fill that word count gap in between our ears that’s distracting and unhelpful?

Riaz Meghji
Yeah, if we’re feeling uneasy, it’s so easy for us to get caught up in our agendas. If we’re rehearsing our elevator pitch, or think about the interview process, you’re thinking about, “Okay, did I get to this question? Did I get to this question?” we’re missing out on what that person is giving us. So, it really comes down to, “How do we just let go of our agenda?” Let go of that pitch that you had and ask more and try to unlock something with someone.

It’s easy with our own biases to have assumptions unconsciously get in the way of thinking, “This is the way it’s going to go. This is the way it’s always been,” and missing out on an opportunity to have a breakthrough with somebody. And that really ties into the idea of judgment as well and our negativity bias. So, checking our bias, our judgment, our assumption, and even our agendas, on that emotional level, I think that’s one of the biggest, Pete.

I think the first thing people will say, “Oh, it’s technology. It’s our screens getting in the way.” But I also think it’s us. And with all of the mental game that could go on trying to achieve an outcome, we might lose sight on the opportunity of enter every conversation of how we’re going to build this pure and meaningful relationship as opposed to go through all of these mechanical or just methodical ways to achieve your objective, so to speak.

Pete Mockaitis
Yeah, that’s really good with the agenda there in terms of when you’re focused on that, you’re necessarily not focused on what is being said in the moment. And, it’s funny, I think maybe we have a suspicion perhaps that if we don’t give mental energy to remembering the agenda, it will be forgotten and catastrophe will befall us. But, in practice, I find that once there’s a pause, it’s just like, “Oh. And, oh, now this thing.” It doesn’t go away if you stop thinking about it. It’s still ready for you and you could just write it down.

Riaz Meghji
When all else goes, write it down. And you know what, that’s actually a very good point because one of the most important things that I’ve learned that has really helped, I mean, you asked an important point of, “How do you make this apparent in the conversation itself that you care, and that I am listening to you and I trust you?” Those things you write down, especially those uncommon commonalities that might pop up with unique passions, whether it’s maybe something in your career, something in your health, something in your relationships, but something that’s so specific.

If you’re able to write that down, and let’s be real, we’re not going to be able to remember every single detail, but if we write it down and we follow up with somebody a week, a month, maybe even a year down the line, instead of me emailing you and saying, “Hey, Pete, hope you’re well.” But if we can replace “Hope you’re well” with “Hey, Pete,” and then insert a moment we shared, immediately someone is going to say, “Wow! I can’t believe Pete remembered that,” and it’s going to start opening up that idea of, “Yeah, they listened. Yeah, they care. Yeah, I could trust him because he valued what I said.” And that takes effort on our part when we’re listening and also being real with documenting these moments, too, because, realistically, we can only remember so much.

Pete Mockaitis
Yeah, that’s cool. All right, so we have the habit of listening without distraction. And the second habit is to make your small talk bigger. How do you recommend we do that?

Riaz Meghji
Yeah, man. A lot of people dread the idea of small talk. I bet you, you just use those two words, small talk, people will think, “I don’t want to go there. I’m just going to dodge it. I’m going to avoid it altogether.” And looking at the exercise of small talk over the years, I’ve just come to realize that small talk is such a defense mechanism because what it really does is it prevents us from the embarrassment of getting emotional in front of someone we don’t know. Or, maybe hitting a nerve with somebody else and we’re not ready to process their emotion and be a witness to what they’re experiencing.

And I think with small talk, if we’re going to make it bigger, especially right now, the big change I feel we’ve all seen in the past year is that, in many ways, we’ve all been in the constant state of grief whether we realize it or not, and it’s grief over the loss of the way we used to live our lives. Like, those conversations of convenience at the watercooler, or dropping into somebody’s office, or maybe hanging out on the sidelines at a sports game with parents as you watched your kids. Those are gone. Temporarily, those are gone. But the conversation that’s top of mind for everybody right now is the psychological struggle of how they’ve waded through and kind of survived through this pandemic.

So, if we’re going to make our small talk bigger, here’s a real opportunity, and maybe this was a silver lining of this uncertainty being our universal commonality with the pandemic, is just, yes, less facts, more emotion. And if you have no context of the person in front of you, like as interviewers, we could say, “Hey, yeah, okay. We had time to research the subject. We have some ideas. It’s going to make this small talk go deeper a lot easier.” But if you have no context of that person in front of you, being a proud Canadian, I call this the happiness hat trick, and this is courtesy of the late great psychiatrist Gordon Livingston, who did terrific work on the happiness equation for people.

And he found the happiest people have something to do, they have someone to love, and they have something to look forward to. And if you have no context of the person in front of you, start there because all of those have a high emotional component of what matters most to the person in front of you, and that will start to unlock that sense of feeling of where somebody is at, and then, yeah, let them lead with that and be that teacher that ask those questions to help unlock where they’re at and where they want to go. And that conversation, that relationship, will deepen in a really meaningful way.

Pete Mockaitis
And that notion of the small talk being a defense mechanism, I think that really rings true though I haven’t quite thought of it that way. If someone says, I just walk in a place and say, “How are you doing?” I don’t think…well, it’s true. I don’t want to say, “Well, I feel really weird and restless because we moved and they have no idea what’s going on with the truck and all my stuff, and I’m just like, ‘Is it lost forever? Should I buy all new stuff?’ It’s very unsettling.”

So, on top of not knowing very many people, and so, I don’t know, I’m sad, I’m anxious, I am unsettled. It’s sort of like, “That’s how I’m really doing,” but I’m not going to say that. It’s just like, “How is it going?” when you walk into a Starbucks. And so, effectively, that is a defense mechanism. It’s like I guess just a nicer way of saying, “None of your business.”

Riaz Meghji
It’s so true. Yeah, our answer when somebody says, “How are you?” and you’re like, “Good. Thanks.” Translation, “It’s none of your business.” But if we could switch that question, because it is second nature, it’s just a greeting, it’s autopilot mode. That’s what that question is. But if we switch it with one word, it could provide permission and that opportunity to let that person know, “Pete, I really want to know how you’re doing.”

And it’s, “Hey, how are you really? Like, how are you really doing?” And that one word allows that person to know, “Oh, this person is really checking in. This isn’t just superficial BS of, ‘How are you? Yeah, let’s go through it. Now I’m going to order what I want from Starbucks.’” But there’s an intention of how we ask the question that can really break that autopilot mode so someone could say, “Oh, this is an authentic opportunity here.”

And by you sharing that and somebody being in that space, at any point on any given day, something powerful could happen, and that could change your life, that could change the listener’s life, and that’s up to us on how we engage with our small talk.

Pete Mockaitis
Certainly. And it’s true in terms of what gets opened up and then where that goes. I was chatting with my barber and he started talking about how the Wim Hof breathing approach has transformed his life, and how he met Wim and did some stuff. All this stuff is like, “Well, okay.” He just mentioned that he’s winding down being a barber, it’s like, “Oh, what are you up to?” and he just got going. It was like, “Well, this is fascinating. I’m going to go. I’ve heard of this guy. I’m going to get the app. Whatever. And so, yeah, and we’ll see how transformational it is.”

Riaz Meghji
You said Wim Hof? Was that it?

Pete Mockaitis
Wim Hof, yeah.

Riaz Meghji
I’ve never heard of that. What am I missing?

Pete Mockaitis
He might be on the show. He’s famous for climbing Mt. Everest in his shorts and setting some world records for ice exposure, and there’s some cool science behind some of his breathing and stuff. So, yeah. Anyway, I learned about that in chatting with my barber.

Riaz Meghji
Well done.

Pete Mockaitis
You never know what’ll pop up. Cool. So, let’s hear the third habit there – put aside your perfect persona. What’s the story here?

Riaz Meghji
Yeah, this notion of us practicing imperfection through technology. We see it on social media. It’s kind of become a second nature habit. And the idea here is to really invite people to show up and have the courage to be themselves. And this is easier said than done. It’s an idea that came to me in a conversation with Darren Hardy, which happened a few years back. And, Darren, for those that don’t know, he’s the author of a terrific book, it’s one of my favorites, it’s called The Compound Effect, of how the small things can have a profound effect in your life.

And he’s a renowned CEO, coach, and mentor for leaders around the world, and he was in Vancouver for an event. We sat down for 20 minutes, and he’s interviewed some of the greats as well, like some of the greatest interviewers. And I said to him, I’m like, “Darren, what is your secret to having people truly open up and show you who they really are?” And he kind of smiled and he looked at me, and he said, “Two words.” And I said, “Lay it on me.” And he said, “Go first.” And I said, “Go first. Okay, tell me about this.”

And he said, “If you want to motivate somebody, find out what motivates them and help them achieve that. Say go first.” He said, “If you want somebody to trust you, go first and reveal something that’s raw and candid, and show them that this is a safe space. They have the psychological safety that you’ve given them a part of you, and it’s safe for them to return the favor.” And I thought this was so fascinating of the idea of going first because, and it’s maybe it’s the cautious or skeptic part of my mind, it’s like, “What’s the difference between going first and oversharing because that could backfire on you?”

And I know you had Jon Levy on the show and he was talking about the Pratfall effect, and that is a very important part to consider of conveying credibility before vulnerability, and establishing that responsibility and that point of authority, and then that reveal can really draw people closer. And if they’re questioning your competence to begin with, then you’re tripping over yourself and you’re flooring the gas pedal with all of this candid vulnerability, it can really backfire and create distance instead of that connection.

So, this notion of putting aside your perfect persona is really going first with a piece of yourself. And one of those examples that we recently saw, I’m a big Will Smith fan, and when I saw Will Smith pull stuff, “Hey, I’m going to be real with you all. I’m in the worst shape of my life.” I don’t know if you’ve seen his photo, but he put himself out there. He’s just in his boxer shorts showing that the guy that’s all muscles and cut in movies, for the first time, he doesn’t look that way. And it gave permission for people to talk about their bodies and their pandemic bodies, and celebrate the fact that, “Hey, we’re all in this together. We can all get through this together.” And he’s inspired people going on new workout routines and transformations just by going first with the challenge he has. So, I think it shows up in many ways.

Pete Mockaitis
That is powerful. And I do want to hear if you’ve cracked the code on that oversharing kind of complexity there because, I guess, what comes to mind is I was chatting with one of my podcast guests, and I guess he already had tremendous authority and credibility in my eyes because I’ve researched him, I know his bio and stuff. And I say, “How are you doing?” He’s like, “Oh, you know, it’s been a difficult week. I’ve got a son who’s been struggling with drug addiction, and we thought we had that kicked, but, unfortunately, this happened.”

So, he shared that and it only took maybe 20 seconds to reveal, and I was like, “Oh, my gosh, I’m so sorry.” And the way I received it, I did not find that off-putting at all. I felt for him, I thought, “Oh, man, this has got to be so hard. I’ve got toddlers today. I can only imagine struggling with that in the future.” And it really did, it made me like and trust him a bundle, and I’ve been sort of eager to connect with him whenever I’m in his city.

So, in a way, and that’s pretty darn vulnerable in terms of what’s going on in your life for real. That’s hard and that’s real. So, I did not receive it in, “Whoa, easy, fellow. Simmer down. Too much information.” I didn’t receive it that way. I don’t know, maybe some people would, but I don’t know, he just seemed so great, it would be hard to imagine.

So, I don’t know, how do you think about that dance?

Riaz Meghji
If I’m going to share something like that, the question I’m asking myself is, “Is the person or is the audience ready to hear this? Are they in a space where they’re ready and willing to accept the emotional intensity I could bring on them?” And I’m not surprised by your reaction. You’ve mastered your craft doing these interviews. This is what you do to bring out the best in people to see who they really are. But if we’re on the street and the circumstances, things are moving fast and there’s only a limited amount of time, and I’m dropping that on somebody, I don’t think I’ve set them up for success if, say, we’re walking and they’re trying to get to a destination, maybe they’re trying to pick up their kids. They’re not in the right space to be able to receive it and support me.

So, I think it’s important to pick the spot. And if the spot is right, and there is time, and somebody is willing to accept it, I think the flipside of that is if I’m going to share something that I’m struggling with, I really look at, “How can I share a bit of the transformation going on?” Because I find, as listeners, we’re always looking for that moment of, “How is this moment, how is this story, how could this make my life better?” And if I’m going to share a bit of the struggle and the conflict, I always think, “What is the point of reflection or lesson I’ve learned through this that I could share with somebody if they were to hit this roadblock too?”

So, it’s almost like the struggle becomes a share and point of service to be like, “Here’s what I’ve worked through, here’s what I’ve learned, and here’s what I’m still trying to get to.” And that awareness, that reflection, and perhaps a teaching moment, gives somebody a gift of real-life perspective as opposed to just an emotional dump where they’re thinking, “What do I do with this?” And I think Ray Dalio said this, and this really stuck with me, of pain plus reflection equals progress.

And I think that’s a powerful statement. And I also think about all the things we’ve individually gone through during the pandemic, when somebody asks, “Tell me about something that happened during the past year that had a positive impact on your life? Or, tell me about something that really changed things for you.” That’s on us to really absorb, reflect, write about these moments in our lives and, one teach ourselves, and then, two, have the opportunity to share in profound ways so people will be grateful for the share, not only because, hey, you trusted me with that but you’re teaching me as well about what the struggle really means and how to work through it.

Pete Mockaitis
Yeah, I think that’s great. And it’s handy and it is of service. And, in a way, it’s, I don’t know, maybe it’s a sort of a sad commentary on human nature. It’s like, “Okay, so you’re struggling but what’s in this for me?” And, yet, that’s kind of there, so if you serve that up alongside, it’s helpful. So, I’m all for it.

Riaz Meghji
Yeah, and to that point, Pete, if the audience is asking, “What’s in it for me?” If you are a close confidant, there’s an opportunity, maybe that person who’s struggling is not giving you something but maybe they’re coming to you for something, and that can light you up as well of that, “What’s in it for me?” “Here’s my chance to help you,” and that’s a powerful point of building a relationship too. Because I find a lot of the times, we’re just quick to interrupt or drop unsolicited advice, but if I’m surrendering and saying, “Hey, Pete, can you help me out with this? Like, you’ve interviewed so many people, what’s your take on this?” That’s a chance to celebrate your wisdom and that’s a powerful tool as well.

Pete Mockaitis
Beautiful. Well, let’s hear the fourth one – be assertively empathetic. How do we do that?

Riaz Meghji
When you hear those two words, assertively empathetic, does that strike you as odd, like those two can’t go together?

Pete Mockaitis
It’s different because the emotional vibe of assertive is like, “I’m stating this is my position and this is what I need,” versus empathetic, it’s like, “Oh, yeah, I really want to understand.” They have a different emotional charge to them. So, yeah, when they’re side by side, it’s unique.

Riaz Meghji
Yeah, I asked that question because I find anyone that’s come across it, they say to me, “Well, is that an oxymoron? Like, how do you do both?” And the assertive side of things kind of touches on what we talked about in the listening without distraction of checking ourselves. In this time where it’s a polarized climate, whether it’s political views or just different ways of living life, it is so easy when we disagree on something to jump in, to challenge, to interrupt, to give that unsolicited advice to what we just talked to, and forget about the idea of acknowledging that person.

So, the assertive side really comes in checking ourselves and acknowledging, putting the focus on acknowledging that person even if you disagree with them, and allow them to express where they’re at and what they’re experiencing. And our philosophy really is, “How can we discover before we dismiss any type of idea and be curious longer?” And when we’ve acknowledged them and we’ve kind of heard about what’s going on, confirming, “Okay, our understanding is this. Here’s what you’re going through,” and then once the relationship has been prioritized, then it’s the opportunity to bring in logic and focus on what we can agree on.

So, like, “Pete, what’s the real challenge here for you? Like, what does your ideal scenario look like? And what would it take for this to work for you?” And the big goal of this, as we check our own emotional limitations and put that focus of “Look at you” is greater than “Look at me” in this, especially when things are heated, is we want to create a dynamic where it would be you and me, Pete, versus the problem instead of me versus you. And that takes assertiveness to check our own inclinations to jump in. And then the empathetic aspect to lean in, be curious, even when we disagree, to just give someone the opportunity to be understood.

Pete Mockaitis
Yeah. Well, I really appreciated those sample questions you were dropping there because I got the vibe. It’s like you were assertive in the sense of it’s like, “Oh, you’re really going for some territory here,” and how you’re approaching it. It’s like the heart of the matter, it’s the real deal stuff, and we’re not getting distracted by the irrelevant pieces. So, in that sense, it is assertive, but the content that we’re getting after is empathetic in terms of like the emotional stuff that we’re going for there.

Riaz Meghji
Yeah, and the power of questions really stands out. I found it fascinating, there was a study at the University of Wisconsin back, I think this was back in 2013 on difficult conversations. And they said, “Well, how do you create a safe space when someone has to convey negative news or you completely disagree on something?” And they talked about the notion of how we can own our own emotions. And it came down to the use of “I” statements. Like, “I’m feeling frustrated here,” “I’m feeling exhausted,” “I should’ve known better with this, Pete,” or even using the “I” statement in the question. Like, “Pete, how did I fail to show up for you here?” or, “Pete, what’s the question I failed to ask to understand where you’re at?”

All of that is a great deal of assertiveness to own the fact that something has been missed on my side, but, at the same time, the direction is complete empathy because you’re trying to get to the understanding of bringing somebody in so you show it’s us in this together and we can productively disagree as opposed to just have an unproductive confrontation.

Pete Mockaitis
Yeah, that’s cool. Perfect. All right. I’m just going to leave it there. I have nothing to add. That’s excellent. Let’s hear about making people feel famous.

Riaz Meghji
This final habit really kind of touches on what I believe people need most right now. And given everything we’ve been through, I feel like what we benefit from the most is having a cheerleader, or some sort of champion in our corner, and someone that’s going to say, “I see what you’re doing, Pete. Like, I see the great work you’re doing in this podcast. That previous episode you had with that certain guest, that gave me something that made my days better.”

And it’s this point of appreciation, recognition, but above all, specificity. And when we talk about this generic, “How are you?” the easy thing you throw out, it’s autopilot. It’s also autopilot, if I’ve listened to an episode that you’ve done, and for me to just email you and say, “Hey, Pete, great job on that last episode.” It’s such a throwaway. It’s such a missed opportunity for me to make you feel valued in terms of the work you’re doing but, more importantly, hone in on what it was. Because I can say, “Great job,” but the question on your side might be like, “Well, what exactly made it a great job?”

And a simple way to make people feel famous is how we practice specificity and how we praise others, and how we make it specific to a certain moment, how we make it personal of like, “Listen, this is how it changed my life.” How we make it public and champion it and share it on social media, and say, “Hey, check this guy’s podcast out. You want to be awesome? This is it. This is the place to be,” but connect it back to purpose, and saying, “This is how I made a difference in my life and here’s what I’m trying to do.”

And if we can do that and practice that habit of specificity and lifting people up and making them famous, so to speak, above all, it creates this culture of feeling valued and appreciated when we have this opportunity now to start to go back to work, and organizations are going to try to retain talent, there are going to be some big factors when people are deciding, “Where do I want to work? How do I want to work? And who do I want to work with?” And this final habit really touches in the idea of being seen and having a powerful sense of belonging. And it’s a simple thing we can do but I think it can have a profound effect.

Pete Mockaitis
That’s beautiful. Absolutely. Well, Riaz, tell me, anything else you want to make sure to mention before we shift gears and hear about some of your favorite things?

Riaz Meghji
I just hope, if you’re listening to this right now, that the opportunity of breaking out of autopilot mode is something we all can control. And the whole objective of this message, if every conversation counts, is just to encourage people to just be more intentional whether that’s with how we listen, how we get curious, how empathetic we could be, or how specific we could be when we’re trying to lift people up. Let’s break out of autopilot mode right now and find ways to just energize our relationships and lift each other up.

Insert sponsor: Care.com

Riaz is about to share some of his favorite things. One of my favorite things that’s helped me CONNECT to great caregivers is our sponsor Care.com Whether you’re working form home or headed back into the office this summer Care.com can help find reliable sitters and nannies to help make your day a little easier. You can feel much more at ease and focused at work knowing your kids, parents, pets and home are being cared for. Care.com provides a platform for finding all kinds of family care services. They’ve got the largest selection of local caregivers, and easy ways to find, manage and pay for care. They’ve got ample Tools and information to guide families through the hiring process from reviews and more. I found tons of caregivers on Care.com right in my zip code. The platform is easy and beautiful, offering many opportunities to segment and filter to quickly zero in on what I’m looking for. We ultimately chose Mel, who’s super smart and provided great care to our two toddlers. When you upgrade to Premium Membership, you unlock messaging with caregivers, including the private calling feature, and get access to background check options so that you can screen candidates. I have a premium Care.com membership and I encourage you to get one too! Visit care.com today to find your ideal caregiver. That’s care.com.

Pete Mockaitis
Cool. Well, now could you share a favorite quote, something you find inspiring?

Riaz Meghji
This one was given to me by my editor of my book last year when we’re writing in 2020 because I’m totally the guy that overanalyzes and overthink things, and my editor said, “Look, you cannot edit a blank page.” And that really resonated with me because the notion of trying to get it perfect the first time, I mean, you put aside your perfect persona. The editor encouraged, “Just put it down on paper whatever idea that might be and then let’s go to work on it and make it stronger and poke holes in it. But we can’t do that unless you just have the courage to just put down that initial thought.” So, I love the simplicity of it. You cannot edit a blank page. If anyone has a writer’s block, just put it out there, test it, experiment with it, and that’s how we can make it better.

Pete Mockaitis
And a favorite book?

Riaz Meghji
I really dig The Coaching Habit by Michael Bungay Stanier. And the reason I dig it is the simplicity of the questions that he asks. I mean, sure, it’s a book about coaching, but it really demonstrates the power of curiosity to open up windows of stories and conversations and deepening relationships. Simple read. Digestible read. Memorable read. So, The Coaching Habit is one of my faves.

Pete Mockaitis
And how about a favorite tool, something you use to be awesome at your job?

Riaz Meghji
Well, I like this Blue Yeti mic. How’s the audio sounding so far on the podcast?

Pete Mockaitis
Sounds pretty good. Not too echo-y which is the only downfall of the Blue Yeti. But when in a low-echo room, it’s just right. So, I agree, for what it’s worth.

Riaz Meghji
You know, building on the simplicity of technology, it’s funny, like working in the keynote spaces and when you have the chance to contribute, the TV side of me wanted to complicate things and think, “Okay, we need this high-tech studio. We need all these things.” But, at the end of the day, the value is the message and how we’re going to move people, make them feel something. And kind of simplifying things, somebody introduced this Blue Yeti mic, I’m like, “Don’t I need like a fancy Shure 570?” And I know those mics are gorgeous. But they’re like, “No, just get the Blue Yeti. They’ll do the job.” So, as a tool, this has helped me. And if it’s sounding good for you and it’s sounding good for you listening, then, hey, I’ll go with the favorite tool as the Yeti.

Pete Mockaitis
Alrighty. And is there a particular nugget you share that seems to connect and resonate with folks; they quote it back to you and retweet it often?

Riaz Meghji
I think two things. The first being that pandemics don’t change our identity. They reveal it. And the big reveal that came from the last year is that human connection isn’t an option. It’s a necessity. And we all felt it at a deep level when those conversations that we’re used to, social rituals of high fives, hugs, handshakes, those are gone, and we lost a piece of what made us a community. And that human connection, now, is up to us to bring that back in impactful ways. So, I think those two thoughts right there about how pandemics impact identity and reveal it, and just the value of human connection, are two thoughts I’d like to share that seem to resonate.

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

Riaz Meghji
Just to the website RiazMeghji.com. I’ll spell it out because who can spell that name just hearing it for the first time? It’s R-I-A-Z M-E-G-H-J-I.com.

Pete Mockaitis
And do you have a final challenge or call to action for folks looking to be awesome at their jobs?

Riaz Meghji
Reach out to somebody. If you’re listening to this, reach out to somebody in the next 24 hours. Maybe it’s somebody that gave you a helping hand, maybe it’s somebody that gave you a confidence boost over the last few months, look, maybe it’s somebody that gave you a wakeup call, and called you out so they could call you up, and maybe you didn’t let them know how much that meant. And if you’ve been thinking about somebody, my challenge is reach out to them. Get specific on how they made a difference for you and watch the dynamic that can create.

Pete Mockaitis
Beautiful. Riaz, this has been a treat. I wish you lots of enjoyable conversations in the future.

Riaz Meghji
Pete, love you, man. Thank you for inviting the message on and just being in conversation in the space.