from Marshall Rosenberg's book "Non-Violent Communication"
I recommend allowing others the opportunity to fully express themselves before turning our attention to solutions or requests for relief. When we proceed too quickly to what people might be requesting, we may not convey our genuine interest in their feelings and needs; instead, they may get the impression that we're in a hurry to either be free of them or to fix their problem. Furthermore, an initial message is often like the tip of an iceberg; it may be followed by yet unexpressed, but related - and often more powerful - feelings. By maintaining our attention on what's going on within others, we offer them a chance to fully explore and express their interior selves. We would stem this flow if we were to shift attention too quickly either to their request or to our own desire to express ourselves.
Suppose a mother comes to us, saying, "My child is impossible. No matter what I tell him to do, he doesn't listen." We might reflect her feelings and needs by saying, "It sounds like you're feeling desperate and would like to find some way of connecting with your son." Such a paraphrase often encourages a person to look within. If we have accurately reflected her statement, the mother might touch upon other feelings: "Maybe it's my fault. I'm always yelling at him." As the listener, we would continue to stay with the feelings and needs being expressed and say, for example, "Are you feeling guilty because you would have liked to have been more understanding of him than you have been at times?" If the mother continues to sense understanding in our reflection, she might move further into her feelings and declare, "I'm just a failure as a mother." We continue to remain with the feelings and needs being expressed: "So you're feeling discouraged and want to relate differently to him?" We persist in this manner until the person has exhausted all her feelings surrounding this issue.
What evidence is there that we've adequately empathized with the other
person? First, when an individual realizes that everything going on within
has received full empathic understanding, they will experience a sense
of relief. We can become aware of this phenomenon by noticing a corresponding
release of tension in our own body. A second even more obvious sign is
that the person will stop talking. If we are uncertain as to whether we
have stayed long enough in the process, we can always ask, "Is there more
that you wanted to say?"
WHEN PAIN BLOCKS OUR ABILITY TO EMPATHIZE
A mother can't breastfeed her infant if she doesn't receive adequate nourishment herself. Likewise, if we find ourselves unable or unwilling to empathize despite our efforts, it is usually a sign that we are too starved for empathy to be able to offer it to others. Sometimes if we openly acknowledge that our own distress is preventing us from responding empathically, the other person may come through with the empathy we need.
At other times, it may be necessary to provide ourselves with some "emergency first aid" empathy by listening to what's going on in ourselves with the same quality of presence and attention that we offer to others. The former United Nations secretary-general, Dag Hammarskjold, once said, "The more faithfully you listen to the voice within you, the better you will hear what is happening outside." If we become skilled in giving ourselves empathy, we often experience in just a few seconds a natural release of energy which then enables us to be present with the other person. If this fails to happen, however, we have a couple of other choices.
We can scream - nonviolently. I recall spending three days mediating between two gangs that had been killing each other off. One gang called themselves Black Egyptians; the other, the East St. Louis Police Department. The score was two to one - a total of three dead within a month. After three tense days trying to bring these groups together to hear each other and resolve their differences, I was driving home and thinking how I never wanted to be in the middle of a conflict again for the rest of my life.
The first thing I saw when I walked through the back door was my children entangled in a fight. I had no energy to empathize with them so I screamed nonviolently: "Hey, I'm in a lot of pain! Right now I really do not want to deal with your fighting! I just want some peace and quiet!" My older son, then nine, stopped short, looked at me, and asked, "Do you want to talk about it?" If we are able to speak our pain nakedly without blame, I find that even people in distress are sometimes able to hear our need. Of course I wouldn't want to scream, "What's the matter with you? Don't you know how to behave any better? I just got home after a rough day!" or insinuate in any way that their behavior is at fault. I scream nonviolently by calling attention to my own desperate needs and pain in this moment.
If, however, the other party is also experiencing such intensity of
feelings that they can neither hear us nor leave us alone, the third recourse
is to physically remove ourselves from the situation. We give ourselves
time out and the opportunity to acquire the empathy we need to return in
a different frame of mind.
Empathy is a respectful understanding of what others are experiencing. Instead of offering empathy, we often have a strong urge to give advice or reassurance and to explain our own position or feeling. Empathy, however, calls upon us to empty our mind and listen to others with our whole being.
In NVC, no matter what words others may use to express themselves, we simply listen for their observations, feelings, needs, and requests. Then we may wish to reflect back, paraphrasing what we have understood. We stay with empathy, allowing others the opportunity to fully express themselves before we turn our attention to solutions or requests for relief.
We need empathy to give empathy. When we sense ourselves being defensive or unable to empathize, we need to (a) stop, breathe, give ourselves empathy, (b) scream nonviolently, or (c) take time out.