Listening
Paraphrase, verify
Confirm somebody's meaning before you advise, disagree or spend anything on it.
The shape
- Listen
- Restate
- Verify
- Respond
A worked example
So your concern is not the cost itself. It is that the additional cost was not in the original budget. Have I got that right?
They say yes. Now the response is built on shared understanding rather than assumed understanding.
What usually goes wrong
Repeating their words back mechanically. Restating is not reflecting: the test is whether you could say it in your own words and still be correct.
Used in
Where this shape does its work in a real situation.
Practise it
Knowing the shape is about ten minutes of work. Running it while somebody senior is looking at you is a different thing, and that is what these are for.
Mostly serves Connection, and reaches into Message and 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.