Difficult Conversations

---

Favorite quotes from Difficult Conversations by Douglas Stone, Bruce Patton, and Sheila Heen.

...we make an attribution about another person’s intentions based on the impact of their actions on us. We feel hurt; therefore they intended to hurt us. We feel slighted; therefore they intended to slight us. Our thinking is so automatic that we aren’t even aware that our conclusion is only an assumption. We are so taken in by our story about what they intended that we can’t imagine how they could have intended anything else... The conclusions we draw about intentions based on the impact of others’ actions on us are rarely charitable.

What’s ironic — and all too human — about our tendency to attribute bad intentions to others is how differently we treat ourselves. When your husband forgets to pick up the dry cleaning, he’s irresponsible. When you forget to book the airline tickets, it’s because you’re overworked and stressed out. When a coworker criticizes your work in front of department colleagues, she is trying to put you down. When you offer suggestions to others in the same meeting, you are trying to be helpful. When we’re the ones acting, we know that much of the time we don’t intend to annoy, offend, or upstage others. We’re wrapped up in our own worries, and are often unaware that we’re having any negative impact on others. When we’re the ones acted upon, however, our story too easily slides into one about bad intentions and bad character.

Interestingly, when people take on the job of thinking hard about their own intentions, it sends a profoundly positive message to the other person about the importance of the relationship. After all, you’d only do that kind of hard work for somebody who matters to you.

Separating impact from intentions requires us to be aware of the automatic leap from “I was hurt” to “You intended to hurt me.” You can make this distinction by asking yourself three questions: 1. Actions: “What did the other person actually say or do?” 2. Impact: “What was the impact of this on me?” 3. Assumption: “Based on this impact, what assumption am I making about what the other person intended?”

Focusing on blame is a bad idea because it inhibits our ability to learn what’s really causing the problem and to do anything meaningful to correct it. And because blame is often irrelevant and unfair. The urge to blame is based, quite literally, on a misunderstanding of what has given rise to the issues between you and the other person, and on the fear of being blamed. Too often, blaming also serves as a bad proxy for talking directly about hurt feelings.

At heart, blame is about judging and contribution is about understanding.

“How did we each contribute to bringing about the current situation?” Or put another way: “What did we each do or not do to get ourselves into this mess?” The second question is “Having identified the contribution system, how can we change it? What can we do about it as we go forward?” In short, contribution is useful when our goal is to understand what actually happened so that we can improve how we work together in the future.

Recognizing that everyone involved in a situation has contributed to the problem doesn’t mean that everyone has contributed equally. You can be 5 percent responsible or 95 percent responsible — there is still joint contribution. Of course, quantifying contribution is not easy, and in most cases not very helpful. Understanding is the goal, not assigning percentages.