Responding Thoughtfully - Interactive
When people listen supportively, they will respond thoughtfully. This entertaining interactive course will provide an excellent opportunity for users to build and develop their communication skills required at work.
The Cutting Edge team are learning to respond thoughtfully using a formula devised by Carol. She tells the team that people do not listen supportively or respond thoughtfully to each other. She uses the acronym CRAP when she talks about supportive listening. In Clarifying, Sam and Michael demonstrate an example of when to clarify a statement. Reflecting is repeating back what you think a person is saying to ensure you are on the same page. Carol believes she is expert at Advising. Alex believes it is not beneficial to offer unsolicited advice. The group discusses the best ways to offer advice. Probing is the skill of seeking more information. Sam offers his view that probing is non-judgmental questioning and gives an example. Serena, the visiting VP, interrupts the team meeting, angry about the inappropriateness of ‘CRAP’ on the whiteboard. Carol tells Serena that she is deflecting the purpose of their meeting and adds a D – CRAP’D. Ever-angry Sanjay surprises everyone with his positive reaction to CRAP.
RESPOND THOUGHTFULLY
- C – Clarifying
- R – Reflecting
- A – Advising
- P - Probing
Key Learning Points
- Don't guess or stay confused INSTEAD: Ask questions to clarify
- Don't be unresponsive INSTEAD: Listen supportively and reflect
- Don't overwhelm people with advice INSTEAD: Give advice when needed
- Don't leave loose ends INSTEAD: Probe for more detail
Comedy makes learning fun
This interactive course is part of the popular Cutting Edge Communication Comedy Series created by Psychologist Eve Ash and comedienne Erin Brown starring Emmy-award winning Kim Estes. This powerful training series follows several characters as they battle challenges, negotiate conflicts and learn from mistakes about professionalism, leadership, communication and safety. This Australian produced series was filmed on location in Los Angeles.
