The book, Crucial Conversations, provides a blueprint for “power listening.” Clients under duress often need our help to open up and discuss their challenges and we are often their best source of objective feedback. To assist your client, follow this blueprint.
Power listening with AMPPS can help us become a trusted advisor to the clients we serve. Master your stories to better engage with your client. It is often the “stories” (without having the facts) we tell ourselves about the motives of others that create strong emotions and when we act on them it can derail relationships. If the story is incorrect our emotions, and ensuing actions can be unconstructive. Suspending our stories until we have the facts can help us avoid these strong emotions and prevent us from acting them out in ways that damage client relationships.
Maintaining respectfulness with your client is key. Under stress we are all hard pressed to maintain composure. When we feel the heat, respectfulness in our tone of voice and body language is frequently the first thing that slips. Being disrespectful even when facing unfair criticism is an absolute and without it we lose all hope of a constructive client relationship.
Tips above are from Crucial Conversations by Joseph Grenny et al.