If you use these 5 phrases, you aren’t as empathetic as you think
Are you accidentally a dismissive listener?
Dismissive listening is the opposite of empathetic listening. It says “I want to fix you” or “I want to fix your problem” instead of “I hear you, what do you need?” While empathetic listeners are able to determine what a conversation partner wants or needs, dismissive listeners tend to be less charismatic in conversation and can be seriously holding back their relationships by leaning on inefficient (and generally less empathetic!) listening skills. As a result, they tend to be less effective leaders, mentors, parents and friends.
The good news: Dismissive listening isn’t a personality, it’s a practice. It can be corrected. The first step is diagnosing the situation. If you use any of these phrases, you may be engaging in dismissive listening. Keep reading to determine how you’re leading conversations down the wrong road — and what to say instead.
It’s worth noting that these critiques don’t apply to conversations that open with someone asking for advice or feedback. Instead, they apply to more subtle, open-ended conversations where empathetic listening is required.
1. “Aww! Don’t be upset!”
If someone comes to you when they’re upset about something — from missing out on promotion to experiencing a difficult life event — countering by telling them not to experience their feelings is reductive and dismissive. While you’re a kind person and want to see them happy again as soon as possible, asking them to simply not be upset may make them feel guilty for bringing it up or feel like their emotional experience isn’t valid.
What to say instead: I’m listening. That sounds hard.
This phrase reconfirms that you were a safe person to have this conversation with and validates their feelings. It also allows them the space to lead how the conversation progresses.
2. “What if you try this?”
Most of the time, people are approaching you with a conversation — especially a conversation about a problem at work or at home — to vent and have their experience validated. You’re a nice person and you want to help, but leading with unsolicited advice focuses the conversation on fixing the problem from your perspective instead of on how the problem is affecting your conversation partner. That’s dismissive of their experience and can lead them to feel frustrated and not heard.
What to say instead: I want to help. How can I show up for you moving forward?
Saying this allows you to take action and offer help without inserting your own solutions or opinions into space where someone hasn’t asked for them. If they want help, they’ll tell you how you can engage. Or, they’ll tell you they just needed you to listen.
3. “Oh! You should read/listen to this…”
Similar to the above, this well-intentioned phrase offers unsolicited advice — and shallow advice, at that. If someone is approaching you with a difficult experience — from a layoff to getting into a serious fight with a friend — they likely know where they can go to get advice. We all have Google on hand. Unless they ask, don’t offer those options up. It’s a bit deflective and insinuates their experience can be reduced to a problem that can be solved via educational podcast or inspirational memoir.
What to say instead: I want to help. How can I show up for you moving forward?
Instead, focus on their experiences and how they see you fitting into the larger conversation, if at all. Chances are, they just wanted to vent or wanted you to offer a real piece of wisdom. They’ll let you know!
4. “I totally get it. One time…”
While sometimes you really will get what your conversation partner is experiencing, most of the time, you won’t. We all live individual lives, complicated by our personal experiences, identity dimensions and personalities. While this phrase feels empathetic when you’re saying it, it may feel reductive or just plain wrong to the person on the other side. It also centers your experience over theirs. It’s best to proceed with this route only if you’re asked for similar situations or what you learned from them.
What to say instead: It sounds like you’re saying… Is that accurate?
Instead of assuming you understand what they’re experiencing, repeat back to them your impression of the situation. It centers them, reinforces that you’re listening and helps them progress the conversation in the direction they’d like it to go.
5. “You’ll be fine!”
If someone comes to you with a problem or difficult situation, telling them that it will all work out isn’t just invalidating, it’s not very helpful, either. You’re a nice person and you want to be encouraging and optimistic, but these words reduce the complicated experience someone might have and also deflects the conversation instead of allowing them space to talk through those emotions. This kills your credibility as a listener.
For example, telling a direct report that’s anxious for a presentation that they’ll be “totally fine!” is likely to kill their confidence coming to you for encouragement in the future. Similarly, telling a friend who just got laid off that they’ll be “totally fine because they’re so talented!” makes them unlikely to come to you with complicated, hard situations in the future.
What to say instead: It sounds like you’re saying… Is that accurate? How do you think it will impact you moving forward? How can I show up for you?
To avoid being reductive, reconfirm with someone how you think they’re feeling and how the experience is impacting them. Then, ask how you can help. This centers their experience without reducing it, shows interest in how they foresee the experience continuing to impact them and allows you to expertly diagnose what they’re expecting from the conversation.
