Leaders discover and communicate the keys to success.
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SUMMARIES
OPEN-ENDED QUESTIONS
REFLECTIONS
AFFIRMATIONS Build rapport with conversational partner and shows support Can enhance motivation, engagement, and well-being “I can tell you really take pride in this”
Special application of reflective listening Helpful to begin with phrase signaling summary, “let me see if I’m understanding all of this”
Repeating or paraphrasing back Builds trust, engages others Can increase understanding of motivations in empathetic way and provide opportunities for clarification
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Questions that are not YES/NO responses Gain information
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Use to convey mutual understanding Impacts client experience
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Be concise
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THE PRINCIPALS ACADEMY 2022
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