1

Listening & SupportPresentation for a Chicago Company

Experient Inc.

2Support/Sales = Listening & Questioning

Lunch & Learn Session—Start with intros—Me and You

Famous Salesperson on Late Night Show Like Jimmy Fallon would say: “OK, sell me this pen!” Response was: “So why do you need a pen?” Support or Sales is a Series of Listening actions, and

questions. However, the listening and questioning must be done

consciously.2016 Listening Paradigm--Purdy

3Questions & their IMPACT: #1-2 The purpose of questioning is to help speakers express

themselves more completely

5 LEVELS of Questions and their “commitment” From least to most “demanding” of the relationship: 1. Clarifying questions. In the process of listening we

should typically begin with questions that clarify what has been said or which seek more information

2. Paraphrasing questions. A question that follows up on the first, we repeat in our own words what the speaker has said, and follow the statement with a question mark.

2016 Listening Paradigm--Purdy

2016 Listening Paradigm--Purdy

4Questions & their IMPACT:#3&4

5 LEVELS of Questions and their “commitment” From least to most “demanding”--

3. Summarizing questions. Seeks to establish the accuracy of our interpretation of the speaker’s message. We synthesize, summarize, or interpret what the speaker has said, Then check for fit—is that what you said?.

4. Exploratory Questions. Used to encourage and challenge the speaker to explore the possibilities of a situation. This is the mode of questioning typically used by competent teachers, coaches, or managers.

5Questions & their IMPACT:#5

5 LEVELS of Questions and their “commitment” From least to most “demanding”--

5, Supportive questions. Seeks to support speakers while exploring the values and/or criteria on which they made a decision, or evaluate the consequences of their behavior-- a constructive parent (or coach) role. Because this is a judging act it should be used cautiously!!!!

6Human “evolution” that supports modern listeningAll listening relations begin with Trust.

Listening/Receptivity

Patience/(Reason)

Curiosity/(Creativity)

Care/(Empathy, Sympathy)

Primal Trust

7Listening as central to awareness in the modern world

Listening/Receptivity

Trust

Care/Empathy

Curiosity/

Creativity

Patience(reason)

8A team study: The Aristotle Project at Google

Successful Team Norms

Trust—Safe psychological environment Care—Importance of sensitivity/empathy Curiosity—A given, but needed for listening Patience—Importance of turn-taking, = time Listening—The key to effective groups, respect

for team members