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Responding Thoughtfully

Part of the 'Cutting Edge Communication' Series

Media Type - DVD
Author - Eve Ash
Subject(s) - Communication

Listen supportively by clarifying, reflecting, advising with care and probing (CRAP).

Carol 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 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.

Key Learning Points

When people listen supportively, they will respond thoughtfully.

ALWAYS RESPOND THOUGHTFULLY

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

RESPOND THOUGHTFULLY

C - Clarifying
R - Reflecting
A - Advising
P - Probing

- Accepting Change
- Achieving SMART Goals
- Apologizing Carefully
- Appreciating Diversity
- Arrogance and Humility
- Behaving Unprofessionally
- Being an Employer of Choice
- Boosting Emotional Intelligence
- Brainstorming and Solving
- Breaking Bullying
- Building Relationships
- Coaching New People
- Creating a No-Blame Culture
- Creating Positive Impressions
- Creating Workforce Agility
- Cutting Edge Communication Series - 80 Program Set
- De-Cluttering the Office
- Delivering Sensational Service
- Delivering Training Masterfully
- Developing Successful Mindsets
- Developing Trainer Skills
- Diffusing Anger
- Embracing New Ideas
- Enhancing Service
- Ensuring a Respectful Workplace
- Ensuring Security
- Explaining Skillfully
- Facing Social Media
- Giving Hygiene Feedback
- Giving Managers Feedback
- Global Cultural Awareness
- Handling Anyone Difficult
- Handling the New Wave
- Handling Tricky Appraisals
- Improving Self-Esteem
- Listening Actively
- Looking at Employment Contracts
- Making Decisions
- Managing a Complainer
- Managing Crises
- Managing Projects Effectively
- Managing Remotely
- Managing Time Successfully
- Mastering Social Media
- Mediating for Resolution
- Meeting For Results
- Minimizing Risk
- Navigating Career Change
- Negotiating for Results
- Negotiating for Success
- Overcoming Disempowerment
- Overcoming Fears
- Overcoming Setbacks
- Pitching and Influencing
- Planning and Organizing
- Prejudice and Discrimination
- Preparing for Emergencies
- Preparing for My Appraisal
- Presenting with Passion
- Privacy and Ethical Behavior
- Recruiting the Best
- Removing Tension
- Resolving Conflict
- Responding Thoughtfully
- Sharing Feedback
- Starting Relationship Selling
- Staying Motivated at Work
- Stereotyping and Diversity
- Stretching the Team
- Supervising Effectively
- Supporting Others
- Surviving Stress and Burnout
- Surviving Team Conflicts
- Teaching Greetings
- Transforming SILOS
- Trying Myers-Briggs
- Understanding Accountability
- Unions and Collective Bargaining
- Using Goals to GROW
- Welcoming New People
- Working Safely

  • Support Material - Leader's Guide and PPT slides.
    Length - 9 minutes
  • Pricing
    Price - INR 8,750
    Intl. Price - A$ 275.00