Learning conversation rev 1b
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Learning conversation rev 1b

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    Learning conversation rev 1b Learning conversation rev 1b Presentation Transcript

    • Learning Conversation
      Sui Fai John Mak
    • Learning Conversation
      Beginning
      Disclosing and Evaluating Your Observations
    • Learning ConversationA. Beginning
      Disclose the whole agenda
      I want to tell you how I assessed your performance, focusing on the things I thought were strong and areas where I think more progress is needed
    • Learning ConversationA. Beginning
      2. Invite dialogue
      There may be areas where we see things differently. I want to hear your views, especially where we disagree, so that I can learn more about your views on quality customer service
    • Learning ConversationA. Beginning
      3. Offer support by sharing the responsibility for improvement
      One of the things I want to learn from this conversation is how to help you achieve the goals that come out of this assessment
    • Learning ConversationA. Beginning
      4. Check the agenda
      Are you ready to start?
      Do you want to add anything to the agenda?
      Are there any questions before we talk about the assessment?
    • Learning ConversationB. Disclosing and Evaluating Your Observations
      1. Summarise the observations you have made that are relevant to a particular heading
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      2. Disclose your evaluation of what you have observed
      This involves making a professional judgment
      Show how you reached that judgment, especially if it is not obvious
      Be open to other interpretations
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      2.
      Say what you have noticed
      Say what you make of it
      Publicly check out your inference
      I was troubled by the lack of customer response because it may have given you little feedback about whether the customer understood the options
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      2. Did you find out what the customer understood?
      I was concerned about the telephone interruption because I thought it might lower your rapport with the customer.
      What is your view on answering the telephone when you are with a customer?
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      3. Ask for the other’s reactions to your views
      Value the reaction (paraphrase to check that you have understood).
      Discover why the other reacts as she does. This gives both parties access to her implicit theory of practice
      Welcome disagreement as an opportunity to learning and to counteract unequal power
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      3.
      How do you feel about what I have said so far?
      How helpful is this so far?
      You look like you see that differently. I’d like to hear what you honestly think
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      4. Explore differences
      Name what you agree and disagree about
      Check you have each understood the basis of each others’ views
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      4.
      How do you understand what I am saying about quality service? Note that the previous question is oriented towards discovering the implicit theories of practice used by the person.
      A question such as “Do you understand what I am saying about quality customer service?” may not elicit the basis of the person’s views
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      5. Design ways of testing and exploring the differences
      Will more relevant data help?
      Relate the differences to a shared theory of effective professional practice
    • Learning Conversation B. Disclosing and Evaluating Your Observations
      5.
      So you are afraid that the customer would shout at you if you tried to find out more details?
      How does referring the customer to the manual promote quality customer service
    • Summary
      Beginning
      Disclose the whole agenda
      Invite dialogue
      Offer support by sharing the responsibility for improvement
      Check the agenda
    • Summary
      Disclosing and Evaluating Your Observations
      Summarise the observations you have made that are relevant to a particular heading
      Disclose your evaluation of what you have observed
      Ask for the other’s reactions to your views
      Explore differences
      Design ways of testing and exploring the differences