Responding Thoughtfully

People can feel misunderstood and even upset when others don't listen and respond thoughtfully. It is important to show interest and respond in a thoughtful way. How you listen and respond can impact positively or negatively on others at work. In this amusing case study from the Cutting Edge team, Carol uses the acronym CRAP when she talks about supportive listening. Listen supportively by clarifying, reflecting, advising with care and probing (CRAP).

In this course learn that listening and responding thoughtfully to colleagues and clients improves relationships and reduces the chance of misunderstandings, hasty judgements or unwelcome opinions.

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;