Asummary elicits next steps 1. Start with an announcement that a summarization is about to begin: "So, let me summarize what I'm hearing.” 2, Present a bouquet of reflections that summarizes the coworker's situation and perspective. Conclude with a positive statement. 3. Request the coworker's agreement: "Did I get that right?” 4, Move the conversation forward with a request forthe next step from the coworker: "What are your next steps?"* May be used at several points during a conversation When it works: The coworker identifies next steps. An open-ended question elicits information, emotions, attitudes, nd belies about the current situation Ask a question that can't be answered with a "yes Start with "Who," "What," "Where," "When," or "no" one-word response 'Why," "How," or “Tell me.” When it works: The coworker talks mare than you do. Affirmations focus the conversation on positive—even small—successes. * Encourage the coworker’ efforts or progress. Use simple postive statements: "That's a big achievement." ‘When it works, it «shifts @ coworker's mood from negative to positive + shores up the coworkers confidence © builds rapport Use reflections to uncover the “Why.” 1. Restate what the coworker has said: “I'm hearing you say you don’t think you can meet your quarterly goals, and you sound frustrated about it." 2. Focus on the emotion. 3. Give coworkers a chance to correct any misunderstandings: “Am | understanding you correctly?" ‘When it works, it * lets coworkers know they've been heard and understood + helps strengthen your relationship