Rapport and connection
Listen, validate, build
Show the understanding before moving to what happens next.
The shape
- Listen
- Validate
- Build
Why that order
Validation acknowledges the experience without conceding every interpretation of it, which is what lets the conversation move without anybody having to back down.
A worked example
I can understand why the repeated deadline changes are frustrating. Let us look at what we can make more predictable.
Mostly serves Connection, and reaches into Intent.
A framework tells you what shape the answer takes. It cannot tell you whether shape is what you are short of, and for most people it is not. Which one is yours, and whether a framework is the right instrument at all, is what a Discovery Call is for.
Take the AssessmentOr read the whole glossary first.