One of the things that irritates me more and more these
days is the push for "suggestive selling" at fast food restaurants. Whenever I
pull up to a drive-thru, I've usually looked at the menu and I know what I want
to order. But when the attendant comes on the speaker she or she first pummels
me with asking if I'd enjoy whatever their new special item is. This causes me
to regroup for a second and recall my original order. Sometimes even as I'm
ordering, they ask "what size would you like" or "would you like to add a XXX
for only $1.49?" They will talk right over me when I'm in the middle of an
order! I've even had attendants miss my drink order because they were too busy
following their script.
I understand that fast food chains want to introduce new
options that I may not be aware of, and I understand that some cash registers
require the options to be noted in a certain order, but talking over customers
while they are trying to order is still terrible customer service. Customers can
choose many different restaurants; they're the ones with the money and they
should feel like the cashier cares enough to get their order right before
offering any add-ons.
Learning to Listen
The same is true when sharing your faith. Yesterday, I
began a series of tips to help Christians better share and defend their faith. I
said in that article that asking questions is crucial to being an effective
ambassador for Christ. When I was
first starting out in apologetics, I know that one of my bad habits was to talk
with people and as they brought up a certain point, I would try to muster my
responses while they were still talking. I was looking at apologetics like a
tennis match: if he drops back, I'll rush the net, if he moves to the left, I'll
aim for the right.
But this is exactly the wrong way to go about having a
conversation! You aren't conversing with another person when you are
strategizing instead of listening. Just like the over-zealous cashier in the
example above, then you starts planning your responses while the other person is
still speaking, your mind isn't focused on what they're saying and you aren't
really hearing them. For someone who
isn't just trying to fight but really wants answers, this is off-putting and
rude. They may not wish to talk about these things with you a second time if
they think all you're interested is talking about your position regardless of
what they say.
The Second Grade
Class Photo Approach
This is why I encourage you to use the "Second Grade Class
Photo" approach. Do you remember those awkward class photos that your entire
class used to take in elementary school? You know, the ones with the rows of children and the teachers standing on
either side. When the school photos were developed and passed back to the
students, what's the very first thing you did? You looked for yourself in that
picture! That's human nature; we care about how we look or how we are perceived.
When engaging other in conversation, you can use that
knowledge to help make sure the other person feels heard and knows you're
listening. As I said last time, start by simply asking a lot of questions. I
always ask "tell me, why did you come to believe this position?" That's a
key question and can take your conversation in a completely different
direction. As you ask more questions, you
may begin to see that they hold contradictory positions on certain things. This is where tactics like the
Columbo tactic can
be handy.
Repeat their
argument back to them
The Class Photo technique accomplishes a few things. First,
it makes the person you're talking with feel important. I've always been told
I'm a great conversationalist when the topic is about that person. Secondly, it informs you of their beliefs.
But just as importantly, it makes sure you aren't mischaracterizing
their position. We should
never offer straw men of someone else's position. The best way to guard
against that is to listen and ask if you've understood them correctly. You
should be able to repeat the argument back to that person and have them say
"Yes, that's what I mean."
Lastly, you should be looking for the main idea or concept
that drives their belief. There is usually one real issue underlying a specific
position. It could be their not wanting to answer to a god, a woman who is
saddled with guilt over her abortion, or simply that they don't understand the
historic Christian position. Whatever it is, ask questions like "and why do you
hold that view" or "Do you think this is one of the more important reasons you
believe in X? If not, what would you say is an important reason?" Many times the issue isn't intellectual but emotional, and finding that
out will make for a very different conversation. So, let's learn to listen.
To see all the posts in this series,
click here.