What if really listening could transform your relationships, both personal and professional?
In this episode, I chat with Deb Porter, a communication expert and founder of Hearing Out Life Drama. Deb is passionate about the power of listening and how it can change the way we connect with others. She believes that what many call soft skills should really be thought of as essential skills, and she shares how these skills have become the core of her work.
Deb's approach goes beyond just hearing words — she teaches the art of active listening, which involves fully engaging with both the content and the emotions behind what someone is saying.
We discuss how listening begins with us and why being calm and centered is the key to truly hearing others. Deb shares stories from her career, including how her experiences working in a funeral home helped her realize the importance of empathy and presence. She also talks about her work with teams and businesses, helping them develop stronger communication and leadership skills by focusing on empathy and understanding.
Highlights:
Connect with Deb:
LinkedIn: https://www.linkedin.com/in/deblhporter/
Email: info@hearingoutlifedrama.com
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listener!
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Deb, hello everyone and welcome my guest
Janice Porter:today is Deb Porter, a really dear friend of mine, I believe.
Janice Porter:And even though we haven't known each other that long, I feel
Janice Porter:like we have, and I think that's a tribute to her communication
Janice Porter:skills, and in in in particular, listening, alright, this is
Janice Porter:Deb's Bailey wick. I love that word and not, not used very
Janice Porter:often. So first of all, welcome to the show, Deb.
Deb Porter:Thank you so much, Janice. I'm excited to be here,
Janice Porter:my pleasure, and so excited to have you. So in
Janice Porter:your in your bio, you talk about, you think that soft
Janice Porter:skills need to be reframed or re coined as essential skills, and
Janice Porter:I totally agree with you. Back in the day, when I was working a
Janice Porter:contract position for a long time as a trainer in the
Janice Porter:telephone company, I used to teach soft skills, and those in
Janice Porter:that context were telephone, courtesy, customer service,
Janice Porter:things, listening was one of the things that was part of my my
Janice Porter:course that I taught, and how to deal with difficult customers
Janice Porter:and all these things. How can we say these are soft skills. They
Janice Porter:are so totally essential to be able to work, communicate and
Janice Porter:and, you know, treat people well. They're very, very
Janice Porter:important. And so I know that in your company, I want you to tell
Janice Porter:me about how this came about for you and how the focus is in
Janice Porter:hold, hearing out life drama, which is the name of your
Janice Porter:company, has become your mission. And so talk to me about
Janice Porter:that. Oh my goodness. Tell my viewers about why should it be
Janice Porter:an essential skill? Talk to me about that.
Deb Porter:Well, first of all, I don't know if your listeners
Deb Porter:might know, but in 1969 that's actually from the army, from the
Deb Porter:military. That's where the the term soft skills was coined. And
Deb Porter:so, yes, so I actually researched that, because I was
Deb Porter:like, I need to know, where did this come from, and why, and why
Deb Porter:has it stuck? And so I think because it was, you know, a
Deb Porter:government term. And, you know, across our nation, it really
Deb Porter:spread, and it dug into our to our frame of business. And I
Deb Porter:just feel like what you said so beautifully in your example,
Deb Porter:from you know, your earlier position, that communication is
Deb Porter:life altering in all aspects of the business, whether it's in
Deb Porter:customer service or in in sales or or whatever. So, yeah, how
Deb Porter:did I so? How did I end up here? My background and training is
Deb Porter:actually as a United Methodist pastor. I have a 96 hour master
Deb Porter:divinity degree with a specialization in care and
Deb Porter:counseling. That's where I get the the knowledge and the
Deb Porter:authority to do what I do. And then, of course, through my
Deb Porter:life, I've built upon that. I'm now 52 and I was working at a
Deb Porter:funeral home. When I had the idea for my business, the
Deb Porter:funeral home changed the compensation package they were
Deb Porter:offering, and I was like, Okay, if I can do anything in my life
Deb Porter:right now, what is it that I really want to do? And what came
Deb Porter:to me as I was holding my towels was really, what if I just
Deb Porter:listen? What if I just listen? I mean, it's so basic and so
Deb Porter:human, but that's, that's kind of me, and that's who I am. I'm,
Deb Porter:I'm really down to earth. And so, yeah, so I built a business
Deb Porter:around listening,
Janice Porter:amazing, really. But listening isn't just
Janice Porter:listening. There. There are many ways that we listen or don't
Janice Porter:listen. So Can you expound on that a little bit?
Deb Porter:So a lot of times, people think that listening
Deb Porter:starts with the other person, and what I teach is it does not
Deb Porter:listening starts with you, and you have to come into a
Deb Porter:conversation calm and ready to hear. And I think that's the
Deb Porter:piece that most people don't get or and it can throw them off,
Deb Porter:because if you haven't taken the time to be calm and centered at
Deb Porter:the beginning of an interaction, then you're not able to stay
Deb Porter:focused and clear through, throughout so
Janice Porter:well, I would say today, what comes to mind when
Janice Porter:you say that is, it's we make it so much harder for ourselves
Janice Porter:today, for ourselves today with that exact example, because the
Janice Porter:minute we sit down at a at a meeting or whatever, our phones
Janice Porter:on our desk or on the table, and that's a distraction from the
Janice Porter:word go. And I watched a great Simon Sinek video one time about
Janice Porter:cell phones and and, and he said something like, and don't think
Janice Porter:that because you turn your phone upside down on the table that it
Janice Porter:makes any difference, your phone does not belong there. You know,
Janice Porter:in that meeting, and we all do it. I did it last night. We I
Janice Porter:was at a dinner thing, which was a networking event, and I saw
Janice Porter:that some few of the other girls had put their phone out there.
Janice Porter:Because sometimes, like I, I use it as an example to show. To
Janice Porter:this LinkedIn tool that I use with the with the QR code that
Janice Porter:people have, and I want to share it with them if it comes up,
Janice Porter:but, and I don't have business cards anymore, because I use my
Janice Porter:phone as that, but, but it's not right, because it's distracts us
Janice Porter:from listening, from what I know you call them, what I know to be
Janice Porter:active listening. Yes, right? Yeah, exactly,
Deb Porter:yeah. So active. So what do we mean when we're
Deb Porter:talking about active listening? What does that exactly mean? So
Deb Porter:active listening is the art of fully engaging both with content
Deb Porter:and emotion. Let's to do the definition. That's my
Deb Porter:definition. The I'll say it again, the art of fully engaging
Deb Porter:with the content and the emotions. So I think a lot of
Deb Porter:times, I've had questions come back from people and they're
Deb Porter:saying, you know, this person just keeps going on and on and
Deb Porter:on and on and on. I just don't get why. They don't understand
Deb Porter:that I'm hearing them. And what I offer is are, are you making
Deb Porter:sure to reflect back to them the feeling of what they're saying?
Deb Porter:Because you you're getting the content, but unless they
Deb Porter:understand that the feeling is also heard, they're not going to
Deb Porter:be able to move on. So and then I see light bulbs come on. They
Deb Porter:go, Oh no, I didn't actually well.
Janice Porter:And also they that kind of person finds it
Janice Porter:difficult to not interrupt, but to get into the flow of that
Janice Porter:conversation, they let the person continue and continue and
Janice Porter:continue. And sometimes people do that because they're nervous
Janice Porter:or because they because the person that hasn't drawn right
Janice Porter:hasn't been drawn in or whatever. So I think it takes
Janice Porter:both parties for sure. But you you talked about you don't know
Janice Porter:if you're being heard. And I think there's a difference
Janice Porter:between hearing and listening 100% Yeah. Okay, so I just
Janice Porter:wanted to clarify that, because I could hear you but not have
Janice Porter:listened to anything you said. I remember when my daughter, one
Janice Porter:of my daughters, was was little, and I was working and and I was
Janice Porter:always, you know, distracted because I had to get lunches
Janice Porter:made, or I had to get the dishes done, or I had to get dinner
Janice Porter:made, or whatever. And that's the time after school between,
Janice Porter:you know, when you're preparing dinner, when the kids will come
Janice Porter:to you and want to share something with you, and you make
Janice Porter:the mistake quite often of listening while you're doing
Janice Porter:something else, but you're not really listening, so you miss
Janice Porter:it, right? And it's not fair to the child. And I think I
Janice Porter:remember, I think one time my daughter said to me, I'll tell
Janice Porter:you later when you when, when I think you're listening, you
Janice Porter:know? And then the light bulb goes on there, too, right? It's
Janice Porter:like, oh, wait, I need to have full attention when I'm talking
Janice Porter:and listening with my or having a conversation with my child.
Janice Porter:That's so important, right? More than any of these business
Janice Porter:things, as far as I'm concerned, but it's one of those examples,
Janice Porter:right? Well, and
Deb Porter:I think it happens in business too. I can give you
Deb Porter:an example from the funeral home. I experienced a colleague
Deb Porter:who was frustrating me, and I finally it escalated to the
Deb Porter:point where I felt I needed to go speak to the manager. I was
Deb Porter:going to explode, which is very rare for me. Like, imagine how
Deb Porter:extreme this was, because it was pretty rare for me. And so I
Deb Porter:went and knocked on his door, and he was doing something, and
Deb Porter:I said, I need some I need some of your time to talk about a
Deb Porter:thing. Do you have time to do that? And he was like, typing
Deb Porter:away doing something else he's like, but he, he was able to
Deb Porter:say, give me one minute to finish this, and then I'll be
Deb Porter:able to focus on you. And then he really did. He he shifted his
Deb Porter:whole body language, everything he did let me know, okay, you
Deb Porter:now have my full attention, and let's, let's really hear this.
Deb Porter:And that's really powerful, because as a manager, he needed
Deb Porter:to hear how to present, yeah, so. But you know, if he had just
Deb Porter:said, Oh, well, you know what? What is it? And continued to
Deb Porter:type his message, which he had done other times in the past,
Deb Porter:and it was the way I framed it. I need your attention right now.
Deb Porter:My experience with that was different, so I think managers
Deb Porter:really need to tune in, pay attention. I mean, I think
Deb Porter:parents too. There's not that we ever want to just ignore, but
Deb Porter:really know those important we don't want to miss those
Deb Porter:important moments ever well. And
Janice Porter:we're teaching that, that we're teaching that
Janice Porter:way of doing things too. If we show that we're paying attention
Janice Porter:fully, then they will learn to do the same, right? And I know
Janice Porter:that when it comes to an old tool, the telephone, which I
Janice Porter:still love to use, because that was my first go to when I was
Janice Porter:first starting out in business, showing my age now, but the
Janice Porter:telephone, and I still love the telephone, and when I call
Janice Porter:somebody, and sometimes I do, sometimes I get a prompting to
Janice Porter:call somebody, like I'm on LinkedIn and I'm looking at
Janice Porter:something, and I see that they're online, or I so possibly
Janice Porter:at their desk, and I'll just look and see if there's a phone
Janice Porter:number, or if I you know. Um, I don't know. I just get a
Janice Porter:prompting to call someone, but when I do, and I and if they
Janice Porter:answer, the first thing I always say is, thank you so much for
Janice Porter:picking up the bone, because it's such a rare thing. Although
Janice Porter:I think it's coming back, I really do. However, when they
Janice Porter:do, I do ask them, Do you have a couple of minutes? Because if
Janice Porter:they don't, I'm not going to start rambling on, right?
Janice Porter:Because then they're really not going to like it and they're not
Janice Porter:going to listen. So that's, that's the key, right? Okay, so
Janice Porter:you have the privilege of, in your work, listening to many
Janice Porter:personal dramas through your platform. What are some common
Janice Porter:themes that you've noticed in the stories that people share,
Janice Porter:and how have these impacted your perspective on relationships?
Janice Porter:Because, you know, I'm all about relationships.
Deb Porter:Yeah, so going to the B to C side of the business,
Deb Porter:I'll shift shift my mindset a little bit the the common theme,
Deb Porter:there's a lot of fear of judgment among people. And a lot
Deb Porter:of people are coming and saying, you know, I just really couldn't
Deb Porter:talk to my family about this. They wouldn't understand. Or I,
Deb Porter:I knew they would give me advice when that's really not what I
Deb Porter:need. Those, those two things are very common, on the person
Deb Porter:the drum, yeah, on the personal side, on the drama side. Yeah,
Deb Porter:okay, and yeah, is
Janice Porter:it? Is it easy? Do you believe then? Because I
Janice Porter:do that, it's easier sometimes to talk to a stranger than it is
Janice Porter:to talk to someone who's really close and has a bias already?
Deb Porter:Yeah, I think there's a place for both. And we
Deb Porter:need both. We're humans. We need relationships, as you well know.
Deb Porter:Yeah, so, but there are times that things come up and they're,
Deb Porter:you know, family, friends or co workers, are too close to the
Deb Porter:problem, like they're involved in it, or worse, they really are
Deb Porter:the problem, and you can't talk to them about them about it.
Deb Porter:You've already tried, and there hasn't been a resolution yet,
Deb Porter:and it's still a little bit stuck. And so having the
Deb Porter:opportunity then to really talk that through can be so
Deb Porter:beneficial?
Janice Porter:Okay, let's shift it to the business side. Now a
Janice Porter:little bit. How do you think listening and empathy skills,
Janice Porter:essential for your platform, translate into stronger
Janice Porter:professional relationships, especially in leadership or team
Janice Porter:dynamics? Let
Deb Porter:me give you an example from a team training
Deb Porter:that I did. The gentleman asked the question, how do I offer
Deb Porter:empathy to the CEO who I just think is expletive deleted? And
Deb Porter:I was like, well, that's great. That's a great question. How do
Deb Porter:you do that? Like, what do you what do you think it's like in
Deb Porter:his role right now? And so we really started to just think
Deb Porter:about, have, have you had an opportunity to interact with
Deb Porter:him, very much on a personal level? Have you Do you know much
Deb Porter:about what the pressures are in his life, in his role? And I
Deb Porter:started to offer questions and further, like develop that, and
Deb Porter:kind of develop a persona of of a guy that he really hadn't seen
Deb Porter:as a person. He saw him as this thing, but he didn't understand
Deb Porter:that he might be responding as a as a result of the pressures he
Deb Porter:felt in in the role, and he might actually be trying to
Deb Porter:protect this gentleman. And he was missing that. He wasn't even
Deb Porter:seeing that. And so we can develop empathy by really
Deb Porter:looking all the way around what, what it is that they're
Deb Porter:presenting us what, and then starting to wonder, okay, well,
Deb Porter:how,
Janice Porter:what are they presenting? What
Deb Porter:are they exactly? Yeah, well, and that can get
Deb Porter:tricky, because what you don't want to do is make assumptions
Deb Porter:about people that's that's never better, but asking questions and
Deb Porter:getting you know, curiosity, I know, is one of your things,
Deb Porter:yeah, and so I think that's super important. When we get
Deb Porter:curious and we we suspend our judgment a little bit, and we
Deb Porter:start to look all the way around the problem, then we can get
Deb Porter:somewhere, somewhere new and different, and have empathy,
Deb Porter:exactly as you said, for for someone else that it's a
Deb Porter:struggle with.
Janice Porter:Okay? So as someone who listens to life's
Janice Porter:many dramas. How do you handle your own emotional balance while
Janice Porter:being so involved in others experiences?
Deb Porter:So as I stated at the beginning, I am a spiritual
Deb Porter:person. So that's that's a part of who I am and what I do. And
Deb Porter:so I have a very strong meditation practice that I start
Deb Porter:my morning with, and I understand that if I don't take
Deb Porter:care of me, I don't have anything to pour out of so
Deb Porter:before this conversation, you may have noticed that I was into
Deb Porter:the Zoom Room five minutes ahead of time, and so I was already
Deb Porter:doing some centering things for myself before this conversation
Deb Porter:to make sure I was at my best to be able to present to you and
Deb Porter:your audience something that was really powerful,
Janice Porter:perfect. Thank you. So what are your hopes for
Janice Porter:the future of hold hearing out life drama? I know I think
Janice Porter:you've got some exciting projects or collaborations on
Janice Porter:the horizon, anything you'd like to share with us?
Deb Porter:Oh my goodness. So I'm really excited about the
Deb Porter:part. Partnerships with lawyers that we've got started, and the
Deb Porter:whole concept around that is, you know, lawyers are went into
Deb Porter:it because they wanted to uphold the law and help people and but
Deb Porter:as I understand their background and training, they were taught
Deb Porter:the law, but they weren't necessarily taught the emotional
Deb Porter:intelligence skills, and so a lot of them got thrown into the
Deb Porter:deep end without knowing how to do the active listening and the
Deb Porter:emotional intelligence piece is really required. And they can
Deb Porter:feel really overwhelmed by all of that. It can feel like, for
Deb Porter:example, one, one woman wrote, you know, I just spent the last,
Deb Porter:I don't know, six months, nine months, on this woman's case,
Deb Porter:and I wrote 85 I think it was 85 emails. It was a ridiculous
Deb Porter:amount. And, you know, answering, showing up in court,
Deb Porter:doing all the things, and she won and and the Google review
Deb Porter:that she left was that I did a good job. Like, what, what do
Deb Porter:these people want from me? And what, what people want from you
Deb Porter:is really that active listening and that emotional intelligence,
Deb Porter:and when you present that, that's what's really going to
Deb Porter:connect and give you that excellent review. Yeah, for
Deb Porter:sure. Okay, so
Janice Porter:we're talking about a specific type of
Janice Porter:attorney here, or lawyer, a divorce and family lawyer, okay,
Janice Porter:and, and I know exactly what you're talking about. They, they
Janice Porter:can come across as very stiff or very left brain, all left brain,
Janice Porter:right? You don't see any emotion. But now I forgot what I
Janice Porter:was going to say. What was I going to say? Oh, that is the, I
Janice Porter:don't know. There's a fine line right between them, having to be
Janice Porter:in control for you when you're having all the emotional upset
Janice Porter:about what you're going through, but that empathy piece again,
Janice Porter:come needs to be there. You know, I can know you're
Janice Porter:listening to me, but I don't know that you actually care, or
Janice Porter:I'm just another case number. So that's the important piece for
Janice Porter:me. I think there, and I've been through through that, so I I
Janice Porter:totally identify. But do you find that the lawyers or
Janice Porter:attorneys that you're that are coming your way are female, or
Janice Porter:are they male and female?
Deb Porter:At this time, I see a lot more interest on the how,
Deb Porter:on, on the male side, I would say it's probably, uh, 7525 75%
Deb Porter:male. It's, it's strongly leaning that way in terms of the
Deb Porter:business. It also strongly leans that way in terms of my, the
Deb Porter:personal side of my business, that is entirely female. Um,
Deb Porter:that's, but that's way more skewed 97%
Janice Porter:Wow. Okay, yeah, okay,
Janice Porter:okay, so let's just elaborate on that, just a little bit, because
Janice Porter:I think it's a great partnership. So if not not
Janice Porter:saying I have divorce attorneys as my audience, but one never
Janice Porter:knows there may be somebody out there listening. But what would
Janice Porter:you say are the key benefits of partnering with someone like you
Janice Porter:to support their clients beyond the legal framework?
Deb Porter:I think that the first benefit is, of course, the
Deb Porter:calm mind. Because if, if a client's able to have a
Deb Porter:conversation with myself or one of my colleagues and really be
Deb Porter:heard, they'll be able to come into the meeting with you with a
Deb Porter:clear mind, and instead of presenting all of this having
Deb Porter:that emotional dysregulation, they'll be able to to create
Deb Porter:that more quickly and maintain it throughout.
Janice Porter:Do you think that is part of your work then going
Janice Porter:to be or is it working with their clients, with the with the
Janice Porter:actual client, or is it strictly working with the attorney to
Janice Porter:help them with the skills they need to be a better divorce
Janice Porter:lawyer. Let's say,
Deb Porter:Well, if the attorney is is open to learning
Deb Porter:that, yes, 100% then then that mentoring is open and available.
Deb Porter:But the actual offer on the landing page right now is
Deb Porter:specifically combining our ebook along with the listening
Deb Porter:appointments for their clients. Got it? Okay?
Janice Porter:So I something, I ask people a lot, because I
Janice Porter:remember talking, or I told you, I taught listening as part of
Janice Porter:the cus the telephone, courtesy that I taught, and it was used,
Janice Porter:it was mostly around the telephone, right? Because it was
Janice Porter:the telephone company that I worked for, so we did a lot of
Janice Porter:telephone training, and I had a book and account I didn't find
Janice Porter:it again. It's in my shelf somewhere about active
Janice Porter:listening. And the very first thing that the guy talks about
Janice Porter:is the the acronym for the word or the an anagram for the word
Janice Porter:listen. Do. You know, you probably know it the anagram for
Janice Porter:the word listen.
Deb Porter:I don't actually silent. I have heard that
Deb Porter:actually now that you say that, I'm like, Oh yeah, light bulb,
Janice Porter:though, isn't that? Like,
Deb Porter:yes.
Janice Porter:How did that happen? Like, that's like,
Janice Porter:that's just so interesting to me, just that whole concept,
Janice Porter:because when you're listening, you need to be silent. And I
Janice Porter:don't get it. I like, how did that happen to me? That's just a
Janice Porter:quirk and that somebody noticed it, you know? I
Deb Porter:think it's the universe playing with us.
Deb Porter:Actually,
Janice Porter:there are no accidents right there. Okay? I
Janice Porter:just thought that was kind of fun. So do you have, and this is
Janice Porter:putting you on the spot, but you can say no if you don't. But do
Janice Porter:you have any a story of somebody that you, that you know really,
Janice Porter:that you really helped and taught what they needed, that
Janice Porter:sent them on their way a better person. Oh, it was so great,
Deb Porter:because I love that you asked this question because
Deb Porter:I had a conversation actually, with a mentee last night. We
Deb Porter:happened to connect again, and she said, Oh my gosh, Deb, I was
Deb Porter:using the skills that you taught me just today at the end of her
Deb Porter:work day she had had. So she's a sales professional, and she
Deb Porter:takes inbound calls for a health health company, health health
Deb Porter:company selling products. And she ended up on a call with a
Deb Porter:very irate client who had been mistreated by one of her
Deb Porter:colleagues, and was they were very, very angry, and she said
Deb Porter:that she applied absolutely everything I had taught her in
Deb Porter:the conversation. And at the end, the person said, can I just
Deb Porter:work with you directly? Can I just, can I just have your Can I
Deb Porter:have your direct line and just do all my sales through you? And
Deb Porter:she said, and debit, and debit only took 10 minutes. It only
Deb Porter:took 10 minutes. And I was like, yes, that's that's the power of
Deb Porter:listening. This is what this is what it is people. And it's just
Deb Porter:so fun and so beautiful. And she was so happy, because, as she
Deb Porter:applies it in her work, she understands now she doesn't have
Deb Porter:to fix people's problems. She She understands because before,
Deb Porter:when we started working she had all of this weight that she was
Deb Porter:carrying, and she was like, dragging their problems along
Deb Porter:with her. Like, you don't have to do that. Don't do that.
Deb Porter:There's a better way. Let me show you how. So anyway, we work
Deb Porter:together. She learned a lot of things. She applies it now, and,
Deb Porter:yeah,
Janice Porter:it's good. That's amazing. Okay, so that you need
Janice Porter:to help me here, because customer service and customer
Janice Porter:service issues just really rile me up when they're when I don't
Janice Porter:get good customer service, because I used to teach it, so I
Janice Porter:right, and it's so different today than it was okay, and
Janice Porter:nobody seems to care. Because you can't find you can't talk to
Janice Porter:anybody in so many sorry, in so many instances, you can't talk
Janice Porter:to anybody. You have to, you know, talk online, chat online
Janice Porter:or email, which drives me crazy. I want to talk to someone, so
Janice Porter:they're great. When they when you want to buy something,
Janice Porter:they'll talk to you. But when you want to fix something, they
Janice Porter:really okay. So I've had this ongoing issue with my cable
Janice Porter:company, Shaw, and I will say Shaw, which is here locally, but
Janice Porter:it was just bought by they just merged with another company, and
Janice Porter:the service has gone down the tubes. And when you do finally
Janice Porter:get hold of somebody, you want them to care. They may not be
Janice Porter:able to fix the problem themselves, but you just want
Janice Porter:them to care, not real off the the response that they've got
Janice Porter:written on a piece of paper that says, I'm so sorry that you've
Janice Porter:had this. I don't get, you know, don't give me that just right,
Janice Porter:right? So how do you deal with that? What do you do when you
Janice Porter:come up against that? Because I'm ready to kill so I have to,
Janice Porter:you know, I have to, first of all say to them, Look, I know
Janice Porter:it's not your fault. I know you're reading from here, or
Janice Porter:you're doing this because you're and you're being recorded, but I
Janice Porter:just want somebody to help me.
Deb Porter:That's where the story of the thrashed potatoes
Deb Porter:in my family came from. So I actually had a really bad so my
Deb Porter:husband was sick. We're now divorced, but my husband was
Deb Porter:sick for very sick for eight years, and I had an experience
Deb Porter:where I was trying to resolve a medical issue for him that was
Deb Porter:so frustrating. It was incredibly frustrating. And I
Deb Porter:was also fixing, trying to fix dinner and care for my kids
Deb Porter:while I was caring for the sick man, and at the end of the call,
Deb Porter:I thrashed the potatoes. I didn't match them. I thrashed
Deb Porter:them. And so now it's a whole joke among our family. Anyway,
Deb Porter:yeah, so how do I deal with it? Obviously, much like you, the
Deb Porter:frustration grows, right? Because it's before you ever get
Deb Porter:to the person. You're already dysregulated because you're
Deb Porter:frustrated because you had to push crap. Was it three or was
Deb Porter:it? Is it actually a number two issue, like, which, like trying
Deb Porter:to understand their system so and then when you finally do get
Deb Porter:a person, sometimes they disconnect. I've had that happen
Deb Porter:that's incredibly, oh man, don't start on that. That's really,
Deb Porter:really, yeah, you know, those, those people that pass the hot
Deb Porter:potato, that's what I call it in my trainings like, you know,
Deb Porter:like, hot potato, hot potato, hot potato. Somebody take the
Deb Porter:time. Doesn't take long. Everybody thinks it's going to
Deb Porter:take this long time to deal with this angry person. It doesn't.
Deb Porter:It doesn't take a long time. It takes knowing what to do and how
Deb Porter:to do it in a kind, compassionate way, to share, to
Deb Porter:share some a little bit of empathy and and be honest and
Deb Porter:authentic like and you know, managers need to be telling
Deb Porter:people it's okay if you don't know the answer, send you know
Deb Porter:that it's okay if you don't know the answer. And so this is part
Deb Porter:of, you know, again, you've done training for teams. I've that's
Deb Porter:part of what I'm doing now, training teams. How do we
Deb Porter:deescalate these dragons that, come on, that come on, and it's
Deb Porter:because it's an art. It is.
Janice Porter:I mean, I finally, after three or four or
Janice Porter:five times of waiting on hold at least an hour and a half. One
Janice Porter:time 30 minutes, another time 30 minutes, and I can't stay. I
Janice Porter:gotta go. I got things to do, and then I finally decided to
Janice Porter:call the department that renegotiated my contract with
Janice Porter:me, rather than the customer service department, because they
Janice Porter:were real quick. So I did, and they answered, and I went, This
Janice Porter:is amazing. I said, very interesting. And the guy said,
Janice Porter:but you're in the wrong department. I said, I know, I
Janice Porter:know I'm in the wrong department because I can't get through to
Janice Porter:the right department. And the guy ended up being quite nice
Janice Porter:about it. And he said, I'll transfer you. I said, Nope,
Janice Porter:don't transfer me, and not unless you're going to stay on
Janice Porter:hold until I get somebody right, because I'm not like. He said,
Janice Porter:Listen. He said, If I transfer you to the customer service
Janice Porter:department, you'll get through fairly quickly because you've
Janice Porter:come from another department. I said, you're kidding. He said,
Janice Porter:No, it's just the way it is. So I said, Okay, he transfers me, I
Janice Porter:get through in two minutes. Wow. I'm like, I don't believe it.
Janice Porter:What am I going to do next time? I'm not going to call customer
Janice Porter:service. I'm going to call there and do the same thing again.
Janice Porter:Because I can't believe that was so ridiculous. So yeah, but then
Janice Porter:I finally got some satisfaction, because this girl did care, and
Janice Porter:she did listen, and she, you know, assured me that she would
Janice Porter:stay with me till my problem was solved. But the when you get so
Janice Porter:frustrated, the first person that gets you gets all of that,
Janice Porter:yes, they do. Yeah. So yes,
Deb Porter:yes, they do. And it's the wise person, the one on
Deb Porter:the front line that's getting that they have to understand
Deb Porter:that it's not theirs to carry and it's theirs to do the best
Deb Porter:they can in that moment, and believe that by doing that, they
Deb Porter:have helped, and that's what matters
Janice Porter:Well, and that's, yeah, sorry, go ahead. That's
Deb Porter:how you go home at the end of the day and feel
Deb Porter:satisfied. That's how you go home at the end of the day, and
Deb Porter:you're not bringing all of this junk home with you through the
Deb Porter:front door to your kids, yeah, or your dog, or whatever.
Janice Porter:And a good job in what you do. Right? I think
Janice Porter:today, though, here's a question for you, last question before I
Janice Porter:get to something else, do you notice a difference when you're
Janice Porter:training teams today, then maybe a few years ago, because,
Janice Porter:because of the digital world, because things have changed so
Janice Porter:much, because we can't get through to anybody and all of
Janice Porter:that, and because of the generation that we're working
Janice Porter:with in often younger Things are different. I feel like they
Janice Porter:don't have the same empathy skills, the same listening
Janice Porter:skills today,
Deb Porter:yeah, since I've started my business, I've I have
Deb Porter:created the core, which is what I teach, and the emotional
Deb Porter:intelligence pieces are kind of baked into that and for me, and
Deb Porter:what I found is, when you really listen to where someone's
Deb Porter:starting from the interaction, that's where it's rich, right?
Deb Porter:Starting starting from that, just like I talked about with
Deb Porter:this other client, right? Started from where she was,
Deb Porter:helped her get to where she needed to go. And just depends
Deb Porter:on where they're starting from, what they really need from, from
Deb Porter:me, and you see a
Janice Porter:resistance at all with the younger people, or do
Janice Porter:you see a tuning out at all because they everything's very
Janice Porter:quick today, right? And so they might be listening to what
Janice Porter:you're talking about. They're on their phone at the same time.
Deb Porter:Hmm, yeah, yeah, yeah. That's fun, because they,
Deb Porter:they got permission for that when they were in school, and
Deb Porter:so, yeah, they're, they're bringing it into the workplace
Deb Porter:now, and that's a whole thing. Yes, indeed. Sorry, teachers out
Deb Porter:there, if there's a teacher listening in, I don't know. I
Deb Porter:don't know. Just, just
Janice Porter:mandated here where I live, that phones aren't
Janice Porter:allowed in the classroom anymore. But there's no
Janice Porter:consistency about how it's being regulated. So it's going to be a
Janice Porter:disaster. But anyway, it's another story. But yeah, so, so
Janice Porter:do you find a difference then?
Deb Porter:Yeah, there. There really is I. I attempt, in all
Deb Porter:of my teaching and all of my training to be short and quick
Deb Porter:and to make it. You know, it doesn't take a long time to
Deb Porter:learn what I teach. It just takes practice and intention. I
Deb Porter:really believe that, and because I do that, I really feel like
Deb Porter:it's applicable to any any person of any age. Only Did you
Deb Porter:know, only 2% of people, at least in the US have have ever
Deb Porter:had any active listening training at all. 2% isn't that
Deb Porter:astounding. It's not taught in our schools. Only 2% the that
Deb Porter:kind of just blows my mind. That statistics probably about eight
Deb Porter:years old, now nine years old, so I maybe it's gone up. I would
Deb Porter:like to believe that I'm a part of that change, and I'm going to
Deb Porter:change that a lot. But yeah, oh,
Janice Porter:wow, yeah, that's that goes back to I'll tell you
Janice Porter:when I think you're listening, because it's true. Yeah, that's
Janice Porter:amazing. That's very sad, actually. Okay, this is so much
Janice Porter:fun. I could talk about this forever, because I think it's
Janice Porter:such an important skill and to do properly and and, you know,
Janice Porter:even like, I have a little granddaughter who's the light of
Janice Porter:my life, and she's just starting school, and all of the sort of
Janice Porter:preschool training and the you know, the things that you teach
Janice Porter:them when they're toddlers and whatever at home, if we can
Janice Porter:teach them to listen and to act accordingly, or to learn
Janice Porter:something by listening, as opposed to by seeing as well.
Janice Porter:They get those that practice and so on. It's an ongoing thing.
Janice Porter:It's a skill that we have to learn. And that's really
Janice Porter:interesting that you that there's only 2% did you say 2%
Janice Porter:Wow.
Deb Porter:Okay,
Janice Porter:amazing. Okay, how can people get hold of you?
Janice Porter:And then I've got one last question for you. How can people
Janice Porter:share?
Deb Porter:Yeah, so I'm on LinkedIn. Of course you can find
Deb Porter:me there, and if you want to send me an email, I'd love to
Deb Porter:read it, info at hearing at life drama.com,
Janice Porter:and I will put those that that on the show
Janice Porter:notes. Okay, two last questions. I lied. First one, you know that
Janice Porter:I love curiosity. It's my favorite thing. Two part
Janice Porter:question. One, do you believe that curiosity is innate or
Janice Porter:learned? And part two, what are you most curious about today?
Deb Porter:I believe curiosity is innate. I believe we're born
Deb Porter:with it. I believe a lot of us were taught away from it and
Deb Porter:taught not to be that. Yeah, I'll leave that there. And then
Deb Porter:the second part of your question one
Janice Porter:more time was, what are you most curious about
Janice Porter:these days?
Deb Porter:I just love following. The next question. I
Deb Porter:just love following. So like this morning, I was working with
Deb Porter:my business partner, Linda, and we were writing blog posts for
Deb Porter:LinkedIn, and she had an idea, and it led to another question,
Deb Porter:another question, another question. I just love to follow.
Deb Porter:That that's what brings me so much joy and allowing myself,
Deb Porter:because that's really if you think about it, that's how we
Deb Porter:started. That's how we were as kids, and we just allowed
Deb Porter:ourselves to follow that. And so that's really what I'm about
Deb Porter:working on now in my life, is allowing myself the joy of
Deb Porter:reconnecting with that, because that's really the moment,
Deb Porter:really, is what? Yes, yes, being in the moment, following that,
Deb Porter:allowing that, yeah, that's all really, really rich and good. I
Deb Porter:don't think it's any a curiosity, necessarily about any
Deb Porter:one thing. It's just about allowing it all to be there.
Janice Porter:Well, in my experience of you, you are very
Janice Porter:good listener, and you pay attention to the details, and
Janice Porter:you're also a very good connector, and that's very
Janice Porter:that's a very special skill, and much appreciated, because I've
Janice Porter:met some interesting people through you. So that's really,
Janice Porter:really special. One last piece of advice from my audience, or
Janice Porter:something that you want to share
Deb Porter:if you want to be remembered, listen,
Janice Porter:okay, love it. Thank you. Deb,
Deb Porter:this is so thank you really good. Janice, thank
Janice Porter:you, and I always say at the end of my podcast to
Janice Porter:my audience, first of all, thank you, and second of all, stay
Janice Porter:connected and be remembered. Yes, thank.