10/10/2022
AEC LEAD
// MANAGING EXPECTATIONS //
EXPECTATIONS MANAGEMENT
Fuzzy
Precise
Focusing
Implicit
Explicit
Revealing
Unrealistic
Realistic
Calibrating
Long-term value
(Ojasalo 2001)
10/07/2022
2022 SEAoT State Conference
41
41
AEC LEAD // DISCOVERY SKILLS: UNCOVERING EXPECTATIONS //
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OPEN-ENDED QUESTIONS
SUMMARIES
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” .
REFLECTIONS
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Repeating or paraphrasing back Builds trust, engages others Can increase understanding of motivations in empathetic way and provide opportunities for clarification
Special application of reflective listening Helpful to begin with phrase signaling summary, “let me see if I’m understanding all of this”
Questions that are not YES/NO responses Gain information Use to convey mutual understanding
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Impacts client experience
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Be concise
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10/07/2022
2022 SEAoT State Conference
42
42
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