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Listen supportively by clarifying, reflecting, advising with care and probing (CRAP).

Carol tells the team that people do not listen supportively or respond thoughtfully to each other. She uses the acronym CRAP when she talks about supportive listening. In Clarifying, Sam and Michael demonstrate an example of when to clarify a statement. Reflecting is repeating back what you think a person is saying to ensure you are on the same page. Carol believes she is expert at Advising. Alex believes it is not beneficial to offer unsolicited advice. The group discusses the best ways to offer advice. Probing is the skill of seeking more information. Sam offers his view that probing is non-judgmental questioning and gives an example. Serena interrupts the team meeting, angry about the inappropriateness of ‘CRAP’ on the whiteboard. Carol tells Serena that she is deflecting the purpose of their meeting and adds a D – CRAP’D. Ever-angry Sanjay surprises everyone with his positive reaction to CRAP.

  Key Learning Points

When people listen supportively, they will respond thoughtfully.

ALWAYS RESPOND THOUGHTFULLY

DON'T guess or stay confused
INSTEAD: Ask questions to clarify

DON'T be unresponsive
INSTEAD: Listen supportively and reflect

DON'T overwhelm people with advice
INSTEAD: Give advice when needed

DON'T leave loose ends
INSTEAD: Probe for more detail

RESPOND THOUGHTFULLY

C - Clarifying
R - Reflecting
A - Advising
P - Probing

 

This is available as part of

Cutting Edge Communication Comedy Series - 80 lessons
Laugh and Learn with the latest comedy based training package
COMEDY MAKES LEARNING FUNThis comedy business series completed in 2016 was created by Psychologist Eve Ash and comedienne Erin Brown.  This series will shock, amaze and entertain you, while at the same time teaching some important lessons in human interaction, in a way you won’t forget! 30 new title... read more
Topics
Communication Skills
Selling Skills
Teams
Year of Release
2013
Video Running Time (minutes)
9:00
Course ID
CEC38

Handouts

Description
Leaders Guide
PowerPoint Slides

Only preview versions of handouts can be viewed without a license.

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Responding Thoughtfully
E-Learning Version Listen supportively by clarifying, reflecting, advising with care and probing (CRAP). Carol tells the team that people do not listen supportively or respond thoughtfully to each other. She uses the acronym CRAP when she talks about supportive listening. In Clarifying, Sam and Mich... read more
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