Against Closed Eyes In Marketing

I got asked a really good question a couple of
days ago by a leader that finds it difficult
to listen to others.

Ok, on with the show - here is the email I received:

“Hi Sean,

Listening to my staff is an area I feel really difficult
to master.

Have you got a short, sharp model that I can easily
remember that I can take into EVERY situation when
I need to actively listen?

Thanks again Sean

David”

here is the reply that I sent to him!

“Hi David,

Your twenty pound note is in the post for your
kind comments!

You did a great job on the second exercise when
you went into it with the mindset of “Active”
listening rather then “Passive” listening.

Ok, let me give you a whistle stop technique that
you can use to become a better listener.

It’s called R.A.S.E

R = Respond to the content

A = Acknowledge the feelings of what is being said

S = Show your understanding

E = Encourage further information

Let me give you an example:

RESPOND TO THE CONTENT

This is another term for reflecting back what they have
said in your own terms. By doing this it demonstrates
your own understanding and if you know you have to do
this it really makes you listen believe me!

This is also called “paraphrasing” David. There is a
section on paraphrasing in your course manual page
67.

So, if the person says:

“You can cut the atmosphere with a knife at work”

You could reply with:

“So, there are some serious going’s on then with people”

This response shows the speaker that you have understood
what they have said.

Then…..

ACKNOWLEDGE THE FEELINGS

So you change your focus to acknowledge what the person
must be feeling:

“It sounds as though you are feeling uncomfortable
about what is currently going on within your office”

Then…

SHOW THAT YOU UNDERSTAND

Make your understanding real and legitimate even if
you do not agree with them yourself. Remember, you
are taking the speakers point of view into account
and appreciate that.

“If I was in your situation I would feel uncomfortable
too. I can see that you do not like this type of
atmosphere in the air at work”

Then…

ENCOURAGE FURTHER INFORMATION

The final step in RASE is to encourage further discussion
by asking an open ended question.

“So, tell me - what exactly is going on there?”

In Summary:

I hope that you find that model useful David.

That does not mean that you use it everytime as
people will tend to see straight through it if
you do.

Add it to your toolbox of skills and use it whenever
you need it.

Thanks again David and please do take advantage of
our post-course email support system, it is there to
help you.

Sean”

I hope you found that useful?

It’s now time to add that technique to your toolbox!

Sean McPheat is the Managing Director of MTD Training, a leading UK management training company. Sean is regarded as one of the leading authorities in leadership development has been featured on CNN, ITV, BBC and Arena magazine to name but a few.

Please feel free to download MTD’s FREE Management Skills Course at http://www.management-training-development.com/freeecourse.htm

For further details on MTD’s range of management training courses and programmes visit http://www.management-training-development.com