GUIDELINES TO NRDC feb 24 2014

Active Listening, ContinuedAsk questionscarefullySummarizeInterpretInformDon't ask questions--x In a steady stream.x For the wrong reasons.x That sound like you're interrogating someone.Use care with questions that ask why:x They can be threatening.x Respondent may answer with excuses rather than reasons.Summarizing controls the discussion's course.Summarize whenExamplesx Discussion has exhausted the topic. x At this point we've agreed that . . .x People start to ramble.x Here's what's been said so far . . .x It's time to start planning.x Let's recap what we've covered . . .x You wish to confirm both partiesunderstand.x The meeting is about to end.Interpreting statements view the subject in other ways.Use interpreting remarksExamplesx To state views on what's unfolding. x From where I stand, it appears . . .x To clarify understanding of thex What seems to be operating is . . .problem.x I wonder if . . .x To add perspective.x Another way to look at it is . . .x In my view . . .Informing responses provide information and fuel discussion.Use informing responses toExamplesx Provide needed information.x Don't forget that . . .x Resolve inconsistency.x You just said . . . but now . . .x The facts are . . .CautionWhen responding with these various statements, don't repeatedly use the samestatement with the same person.Reason: Respondent will question your sincerity if all he hears is "I knowwhere you're coming from."NRDC GRC – Staff Handbook 6-8