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Learning Conversation<br />Sui Fai John Mak<br />
Learning Conversation<br />Beginning<br />Disclosing and Evaluating Your Observations<br />
Learning ConversationA. Beginning<br />Disclose the whole agenda<br />I want to tell you how I assessed your performance, ...
Learning ConversationA. Beginning<br />2. Invite dialogue<br />There may be areas  where we see things differently.  I wan...
Learning ConversationA. Beginning<br />3. Offer support by sharing the responsibility for improvement<br />One of the thin...
Learning ConversationA. Beginning<br />4. Check the agenda<br />Are you ready to start?<br />Do you want to add anything t...
Learning ConversationB. Disclosing and Evaluating Your Observations<br />1. Summarise the observations you have made that ...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />2. Disclose your evaluation of what you have obs...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />2. <br />Say what you have noticed<br />Say what...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />2. Did you find out what the customer understood...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />3. Ask for the other’s reactions to your views<b...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />3. <br />How do you feel about what I have said ...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />4. Explore differences<br />Name what you agree ...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />4.<br />How do you understand what I am saying a...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />5. Design ways of testing and exploring the diff...
Learning Conversation B. Disclosing and Evaluating Your Observations<br />5. <br />So you are afraid that the customer wou...
Summary<br />Beginning<br />Disclose the whole agenda<br />Invite dialogue<br />Offer support by sharing the responsibilit...
Summary<br />Disclosing and Evaluating Your Observations<br />Summarise the observations you have made that are relevant t...
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Learning conversation rev 1b

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Learning conversation rev 1b

  1. 1. Learning Conversation<br />Sui Fai John Mak<br />
  2. 2. Learning Conversation<br />Beginning<br />Disclosing and Evaluating Your Observations<br />
  3. 3. Learning ConversationA. Beginning<br />Disclose the whole agenda<br />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<br />
  4. 4. Learning ConversationA. Beginning<br />2. Invite dialogue<br />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<br />
  5. 5. Learning ConversationA. Beginning<br />3. Offer support by sharing the responsibility for improvement<br />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<br />
  6. 6. Learning ConversationA. Beginning<br />4. Check the agenda<br />Are you ready to start?<br />Do you want to add anything to the agenda?<br />Are there any questions before we talk about the assessment?<br />
  7. 7. Learning ConversationB. Disclosing and Evaluating Your Observations<br />1. Summarise the observations you have made that are relevant to a particular heading<br />
  8. 8. Learning Conversation B. Disclosing and Evaluating Your Observations<br />2. Disclose your evaluation of what you have observed<br />This involves making a professional judgment<br />Show how you reached that judgment, especially if it is not obvious<br />Be open to other interpretations<br />
  9. 9. Learning Conversation B. Disclosing and Evaluating Your Observations<br />2. <br />Say what you have noticed<br />Say what you make of it<br />Publicly check out your inference<br />I was troubled by the lack of customer response because it may have given you little feedback about whether the customer understood the options<br />
  10. 10. Learning Conversation B. Disclosing and Evaluating Your Observations<br />2. Did you find out what the customer understood?<br />I was concerned about the telephone interruption because I thought it might lower your rapport with the customer.<br />What is your view on answering the telephone when you are with a customer?<br />
  11. 11. Learning Conversation B. Disclosing and Evaluating Your Observations<br />3. Ask for the other’s reactions to your views<br />Value the reaction (paraphrase to check that you have understood).<br />Discover why the other reacts as she does. This gives both parties access to her implicit theory of practice<br />Welcome disagreement as an opportunity to learning and to counteract unequal power<br />
  12. 12. Learning Conversation B. Disclosing and Evaluating Your Observations<br />3. <br />How do you feel about what I have said so far?<br />How helpful is this so far?<br />You look like you see that differently. I’d like to hear what you honestly think<br />
  13. 13. Learning Conversation B. Disclosing and Evaluating Your Observations<br />4. Explore differences<br />Name what you agree and disagree about<br />Check you have each understood the basis of each others’ views<br />
  14. 14. Learning Conversation B. Disclosing and Evaluating Your Observations<br />4.<br />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.<br />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<br />
  15. 15. Learning Conversation B. Disclosing and Evaluating Your Observations<br />5. Design ways of testing and exploring the differences<br />Will more relevant data help?<br />Relate the differences to a shared theory of effective professional practice<br />
  16. 16. Learning Conversation B. Disclosing and Evaluating Your Observations<br />5. <br />So you are afraid that the customer would shout at you if you tried to find out more details?<br />How does referring the customer to the manual promote quality customer service<br />
  17. 17. Summary<br />Beginning<br />Disclose the whole agenda<br />Invite dialogue<br />Offer support by sharing the responsibility for improvement<br />Check the agenda<br />
  18. 18. Summary<br />Disclosing and Evaluating Your Observations<br />Summarise the observations you have made that are relevant to a particular heading<br />Disclose your evaluation of what you have observed<br />Ask for the other’s reactions to your views<br />Explore differences<br />Design ways of testing and exploring the differences<br />

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