1. Tosspon- Global Communication UNO IPD - Meeting 7 Agenda Building Business Relationships Probing Questions

2. Review from Monday What is Assertive communication? Why is it important? Why is ignoring conflict usually not the best way to deal with a conflict situation? Name three things to avoid when handling conflict. What is one step to resolving conflict?

3. Active Listening – Peel the Onion 1 student volunteer ▫sits in the middle of the circle to discuss a hobby/interest we know about him/her Our job today is to peel away the layers of his/her interest and find out what is the passion, motivation, or need that is at the center of her interest. why is this interest really so important to him/her Ask popcorn-style questions, trying to peel away the layers and get to the heart of his/her passion Volunteer: what moment of the conversation was most electric? ▫when did you most want to keep talking? What question prompted that? Rest of class? when did you most want to keep talking? What question prompted that? Is each question ▫closed/open ended? ▫one-word answers or explanations? ▫tied to facts or tied to feelings ▫Did the questions build on each other and show active listening or just shot off in different directions.

4. Questions Ways of Looking at Questions Open/Closed Ended Clarification Comprehension questions Emotional questions Assumptions Evidence Analysis Evaluation Application Action

5. Active Listening what moves a conversation to more interesting, authentic places? - you must ACTIVELY LISTEN to responses so questions can build on each other -ask follow up questions -VERBING: focus on the main verb in their answer and follow up by asking about it. - ask different categories of open questions, not just closed "knowledge" questions - ask questions that connect with emotions, imagination, and creativity, not just facts Review your Effective Questions ▫Try to think of one question from each category that might relate to the student's interest, from the Onion Activity.  "How do you think your travel experiences relate to the way you approach your work?“  "If you could change one rule in baseball, what would you change?"

6. Active Listening – Peel the Onion Different volunteer ▫discuss a hobby/interest we know about him/her you must ACTIVELY LISTEN to responses so questions can build on each other ▫Ask different categories of open questions, not just closed "knowledge" questions ▫Ask questions that connect with emotions, imagination, and creativity, not just facts 1 person keep notes ▫when did you most want to keep talking? What question prompted that? Note: Is each question ▫closed/open ended? ▫one-word answers or explanations? ▫tied to facts or tied to feelings ▫Did the questions build on each other and show active listening or just shot off in different directions.

7. How do questions help us build relationships in business? Shows interest & respect Learning about the other’s interests, needs, wants

8. Building business relationships With Clients & Customers In your office 1.Offer something before asking for something 2.Be a professional friend 3.Be prepared 4.Know when there’s a line to cross 5.Understand the difference between position and influence 6.Notice what is on their walls 7.Be emotionally intelligent 8.Keep your word 9.LISTEN! 1.Take the “hit” 2.Step in without being asked 3.Answer the question that is not asked 4.Know when to dial it back 5.Think of others, always. 6.Realize when you have acted poorly. Apologize. 7.Give consistently, receive occasionally. 8.Value the message by valuing the messenger 9.Start small and be happy to stay small.

9. Practice: Role Play Take the scenario given to your trio of students last meeting (3 students) ▫1 person talk/explain ▫1 person clarify/confirm ▫1 person observe and decide if they got to 100% understanding Build your relationship Ask questions – listen! Use your Effective Business Communication Tool Box!

10. Interview Homework Choose a person you want to interview Use the handouts to think of some questions you might ask them. Set up a 15 minute interview, record the audio using your phone, and email me the recording: ttosspon@gmail.com ttosspon@gmail.com Due BY Sunday 6/14 We will choose 1-2 to watch in class 6/15

11. Review What is active listening? Ask me one open-ended question How does listening & asking questions help build relationships