Upgrade to remove ads
Only $35.99/year

MID EXAM 2

Terms in this set (26)

-Help gather information
-correct misunderstanding
-get the other person indeed
-spin up other's interest
What do listening probes do for you
Open-end
Pause
Reflective statement
Summary statement
Closed-end Question
Leading Question
Six Types of Listening Probes
A question or statement that invites a wideranging response; often asks for ideas opinions, or views.
Open-end
An intentional purposeful period of silence
Pause
A statement that simply describes or reflects a feeling or emotion (without implying agreement or disagreement)
Reflective
A brief statement, in your own words, of what was said
Summary
A question that limits the answer by requesting specific facts, or possibly a "yes" or "no" answer
Close-end
A question that implies only one answer; a rhetorical question to which no answer is honestly expected or needed
Leading
With Q1 and Q4 behaviour, use an open, expansive strategy
Probing Strategies (Adapting skills) Q1 and Q4
With Q2 behaviour, use an expansive, maximum involvement strategy
Probing Strategies (Adapting skills) Q2
With Q3 behaviour, use a containing, focusing strategy
Probing Strategies (Adapting skills) Q3
-Meet esteem, independence needs (Intangible needs)
-Vent interfering emotions
-Manage flat assertions
-Show confidence, conviction
-Use an open probing strategy
-Watch for behavior shifts
How to manage a Q1 behavior
impatience, anger, sarcasm.
Q1 Behaviour = Low receptivity
-Minimize small talk
-Provide clear, specific purpose
-Vent interfering emotions
-State benefits tied to Q1 behaviors
Step 1 Arouse interest Test Receptivity
-Get other person's views first
-Use open-end probes, summary statements
-Probe flat assertions
Step 2 Raise Receptivity Get Other's Views
-Present with conviction
-Begin with agreement
-State disagreements
-Allow response
Step 3 Present your views
-Vent interfering emotions
-Clarify disagreement
-Explore solution
Step 4 Resolve disagreements
-Get other person's ideas first
-If possible, use their ideas
-If not, present your ideas
-Reach solutions
Step 5 Work out a final resolution
-Meet security needs (Intagialbe needs)
-Encourage participation
-Manage silence, reluctance
-Use a summary statement
-Guide gently but firmly
How to manage a Q2 behavior
Silence, apathy, detached and aloof
Q2 Behaviour = Low receptivity
-Don't be overly social
-start slowly; state brief purpose
-state benefits tied Q2 behaviour
Step 1 Arouse interest Test Receptivity Q2
-Slow down; probe in depth
-Use open-end probes, pause
-Manage silence
Step 2 Raise Receptivity Get Other's Views Q2
-Slow down - don't overwhelm
-Get involvement and feedback
Step 3 Present your views
-Clarify disagreements
-Manage silence
-Select "safe" solutions
Step 4 Resolve disagreements
-Lead gently but firmly
-Take small steps
-Set up choices
-Offer help and support
Step 5 Work out a final resolution
Use process check: To describe problem without blaming
-Focus on common goals or responsibility
-Ask for help getting past the obstacle
Interaction Obstacles
Other sets by this creator