Learning Conversation

Learning ConversationSui Fai John Mak

Learning ConversationBeginningDisclosing and Evaluating Your Observations

Learning ConversationA. BeginningDisclose the whole agendaI want to tell you how I assessed your performance, focusing on the things I thought were strong and areas where I think more progress is needed

Learning ConversationA. Beginning2. Invite dialogueThere may be areas where we see things differently. I want to hear your views, especially where we disagree, so that I can learn more about your views on quality customer service

Learning ConversationA. Beginning3. Offer support by sharing the responsibility for improvementOne of the things I want to learn from this conversation is how to help you achieve the goals that come out of this assessment

Learning ConversationA. Beginning

4. Check the agendaAre you ready to start?Do you want to add anything to the agenda?Are there any questions before we talk about the assessment?

Learning ConversationB. Disclosing and Evaluating Your Observations

1. Summarise the observations you have made that are relevant to a particular heading

Learning Conversation B. Disclosing and Evaluating Your Observations2. Disclose your evaluation of what you have observedThis involves making a professional judgmentShow how you reached that judgment, especially if it is not obviousBe open to other interpretations

Learning Conversation B. Disclosing and Evaluating Your Observations2. Say what you have noticedSay what you make of itPublicly check out your inferenceI was troubled by the lack of customer response because it may have given you little feedback about whether the customer understood the options

Learning Conversation B. Disclosing and Evaluating Your Observations2. Did you find out what the customer understood?I was concerned about the telephone interruption because I thought it might lower your rapport with the customer.What is your view on answering the telephone when you are with a customer?

Learning Conversation B. Disclosing and Evaluating Your Observations3. Ask for the others reactions to your viewsValue the reaction (paraphrase to check that you have understood).Discover why the other reacts as she does. This gives both parties access to her implicit theory of practiceWelcome disagreement as an opportunity to learning and to counteract unequal power

Learning Conversation B. Disclosing and Evaluating Your Observations3. How do you feel about what I have said so far?How helpful is this so far?You look like you see that differently. Id like to hear what you honestly think

Learning Conversation B. Disclosing and Evaluating Your Observations4. Explore differencesName what you agree and disagree aboutCheck you have each understood the basis of each others views

Learning Conversation B. Disclosing and Evaluating Your Observations4.How do you understand what I am saying about quality service? Note that the previous question is oriented towards discovering the implicit theories of practice used by the person.A question such as Do you understand what I am saying about quality customer service? may not elicit the basis of the persons views

Learning Conversation B. Disclosing and Evaluating Your Observations5. Design ways of testing and exploring the differencesWill more relevant data help?Relate the differences to a shared theory of effective professional practice

Learning Conversation B. Disclosing and Evaluating Your Observations5. So you are afraid that the customer would shout at you if you tried to find out more details?How does referring the customer to the manual promote quality customer service

SummaryBeginningDisclose the whole agendaInvite dialogueOffer support by sharing the responsibility for improvementCheck the agenda

SummaryDisclosing and Evaluating Your ObservationsSummarise the observations you have made that are relevant to a particular headingDisclose your evaluation of what you have observedAsk for the others reactions to your viewsExplore differencesDesign ways of testing and exploring the differences