Say: Please post your drawings on the flip chart/wall, etc.
Ask: What do you see? What are the differences between the artist and the counterfeiter? Transformer note: Things to look for and potentially point out: • Did each person use the paper in the same direction (horizontal, vertical)? • Do the drawings look similar? • Ask the counterfeiter to reflect on what he/she was told to draw.
• How much do you think was interpreted/assumed? • How good would you say your listening skills are?
Say: Now let’s look at your second drawing- the one where you were allowed to ask questions, probe and summarize.
Ask: What do you see? What are the differences between the artist and the counterfeiter? Transformer note: Things to look for and potentially point out: • Are the drawings better the second time around, when questions were allowed? • Give actual examples of good/bad questions, probing questions and summaries used in the exercise. • How does this support the theory of listening, questioning, and assuming? tAKe-AWAYS • Knowledge of the use and value of ‘listening, summarizing and probing’. • Gain awareness of jumping to conclusions and assuming. • In order to genuinely reach out and connect with the guest, communication is key. • In order to really connect with the guest, we must understand the motivations, drivers, and needs of the guest. • We need to reach out, be proactive and focus on gathering valuable information and key details about our guests in order to better assist them.
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