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Communication is about what is received, not what is intended. If there is a gap between what you are saying and what they are hearing, you have to find a new way to say it
3-2-1: How to find your way in life, the power of quiet weeks, and the problem with smart people
“Communication is about what is received, not what is intended. If there is a gap between what you are saying and what they are hearing, you have to find a new way to say it.”
The single most important thing [you can do] is to shift [your] internal stance from "I understand" to "Help me understand." Everything else follows from that
Sheila Heen • Difficult Conversations: How to Discuss What Matters Most
To make sure the message we sent is the message that’s received, ask the listener to reflect it back.