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
