Assess Your Learning: Learning to Listen
The exercise on the next page is designed to see if you can construct appropriate responses for various comments. But first, a couple of examples will help you understand the exercise better.
Click in the "Steward Response" and "Describe the Response" columns to see appropriate answers to the following two examples:
| Member Comment | Steward Response | Describe the Response |
|---|---|---|
| "I am so tired of trekking in from that parking lot—why don’t you DO something about this parking situation?" | Show/Hide "It can be frustrating to start your day with such a long walk." |
Show/Hide The steward validates what the member says and also identifies the member's feeling-and she re-phrases the problem to cast it in another light! |
| "This new evaluation system is trying to catch us being incompetent. I don’t think that’s fair." | Show/Hide "You feel like the system is designed to find your weaknesses? Or that you shouldn't be evaluated at all? " |
Show/Hide The steward both validates the member's feeling and explores the comment by asking for more information and clarity. |
