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.
This title is part of the Cutting Edge Communication Comedy Series.
WARNING: These videos are designed to provoke discussion and response. They are contemporary, fast paced, short, character driven TV style comedies that take a new approach to reaching today's learners. By laughing, discussing, sharing outrage, reacting to the behaviors on screen, we can use these strong feelings and thoughts to develop a clearer shared view of how we want to behave, how we manage these situations, and how we want our team to behave and respond.
Psychological Rationale to Learning: The producer, psychologist Eve Ash, has created this specific comedy approach to engage learners who are a media saturated generation that increasingly report being uninspired, unchallenged and bored by traditional or outdated training videos. Eve wanted to create a series that people want to see more of, want to discuss and then refer to when similar occasions arise at work- but with shared insight.
Whilst some people find them insensitive or outrageous, the vast majority of viewers and users have found them refreshing, stimulating and great for getting energy and enthusiasm back into learningLength: 9:00 Minutes
- Key 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
C - Clarifying
R - Reflecting
A - Advising
P - Probing
- Package Includes
PDF on DVD with Discussion Questions, Activities, Handouts plus PPT Slides.
- Alternate Versions