
HEAR
helpdesk
Created on September 13, 2024
Over 30 million people build interactive content in Genially.
Check out what others have designed:
SLYCE DECK
Personalized
LET’S GO TO LONDON!
Personalized
ENERGY KEY ACHIEVEMENTS
Personalized
HUMAN AND SOCIAL DEVELOPMENT KEY
Personalized
CULTURAL HERITAGE AND ART KEY ACHIEVEMENTS
Personalized
DOWNFALLL OF ARAB RULE IN AL-ANDALUS
Personalized
ABOUT THE EEA GRANTS AND NORWAY
Personalized
Transcript
H
E
A
R
H - Hear: Listen carefully to the other person, focusing fully on what they say without interrupting or planning your reply. Pay attention not just to their words but also to their emotions. Letting them speak helps them feel understood and calms the situation. Use body language and verbal cues to show you're listening so they feel heard. Key Goal - Ensure the other person feels heard and validated
E - Empathy: Acknowledge the other person's feelings and show empathy. Put yourself in their shoes and try to understand their perspective and emotions. Use phrases like, "I understand that this must be difficult for you," or "It sounds like you're feeling frustrated." Key Goal: Demonstrate that you recognize and respect their emotions, fostering a sense of trust.
A - Acknowledge: The issue or behaviour that needs to be addressed. This could involve identifying the problem and clarifying how it affects the team or business. Be specific, factual, and non-judgmental when addressing the issue. For example, "I noticed that your recent reports have missed several deadlines, which is impacting the project timeline." Key Goal: Clearly address the issue without being accusatory or overly critical. Remember you can use SBI for this to help retain objectivity.
R – Respond: Thoughtfully respond and propose solutions or next steps. Ask for the other person's perspective on how to resolve the issue or share your own ideas while being open to collaboration. Be clear about expectations moving forward, and provide support if needed (e.g. training or resources). Key Goal: Reach a mutual understanding and agree on an action plan that addresses the issue constructively.