NOT APPLICABLE
MISSED IT
NAILED IT
Engage
• Build Rapport – Acknowledge the emotion/situation – Personalize the conversation
Get to root cause
• Think Critically – Ask discovery questions – Use resources
Problem Solve
• Position Effectively – Provide the best solution – Promote the value
Gain Commitment
• Take Ownership – Share information – Recap, confirm, and appreciate
MA-Listening Debrief
ISD Team
Created on March 16, 2026
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Transcript
NOT APPLICABLE
MISSED IT
NAILED IT
Engage
• Build Rapport – Acknowledge the emotion/situation – Personalize the conversation
Get to root cause
• Think Critically – Ask discovery questions – Use resources
Problem Solve
• Position Effectively – Provide the best solution – Promote the value
Gain Commitment
• Take Ownership – Share information – Recap, confirm, and appreciate