3. Learning ConversationA. Beginning Disclose the whole agenda I want to tell you how I assessed your performance, focusing on the things I thought were strong and areas where I think more progress is needed
4. Learning ConversationA. Beginning 2. Invite dialogue There may be areas where we see things differently. I want to hear your views, especially where we disagree, so that I can learn more about your views on quality customer service
5. Learning ConversationA. Beginning 3. Offer support by sharing the responsibility for improvement One of the things I want to learn from this conversation is how to help you achieve the goals that come out of this assessment
6. Learning ConversationA. Beginning 4. Check the agenda Are you ready to start? Do you want to add anything to the agenda? Are there any questions before we talk about the assessment?
7. Learning ConversationB. Disclosing and Evaluating Your Observations 1. Summarise the observations you have made that are relevant to a particular heading
8. Learning Conversation B. Disclosing and Evaluating Your Observations 2. Disclose your evaluation of what you have observed This involves making a professional judgment Show how you reached that judgment, especially if it is not obvious Be open to other interpretations
9. Learning Conversation B. Disclosing and Evaluating Your Observations 2. Say what you have noticed Say what you make of it Publicly check out your inference I was troubled by the lack of customer response because it may have given you little feedback about whether the customer understood the options
10. Learning Conversation B. Disclosing and Evaluating Your Observations 2. Did you find out what the customer understood? I was concerned about the telephone interruption because I thought it might lower your rapport with the customer. What is your view on answering the telephone when you are with a customer?
11. Learning Conversation B. Disclosing and Evaluating Your Observations 3. Ask for the other’s reactions to your views Value the reaction (paraphrase to check that you have understood). Discover why the other reacts as she does. This gives both parties access to her implicit theory of practice Welcome disagreement as an opportunity to learning and to counteract unequal power
12. Learning Conversation B. Disclosing and Evaluating Your Observations 3. How do you feel about what I have said so far? How helpful is this so far? You look like you see that differently. I’d like to hear what you honestly think
13. Learning Conversation B. Disclosing and Evaluating Your Observations 4. Explore differences Name what you agree and disagree about Check you have each understood the basis of each others’ views
14. Learning Conversation B. Disclosing and Evaluating Your Observations 4. How do you understand what I am saying about quality service? Note that the previous question is oriented towards discovering the implicit theories of practice used by the person. A question such as “Do you understand what I am saying about quality customer service?” may not elicit the basis of the person’s views
15. Learning Conversation B. Disclosing and Evaluating Your Observations 5. Design ways of testing and exploring the differences Will more relevant data help? Relate the differences to a shared theory of effective professional practice
16. Learning Conversation B. Disclosing and Evaluating Your Observations 5. So you are afraid that the customer would shout at you if you tried to find out more details? How does referring the customer to the manual promote quality customer service
17. Summary Beginning Disclose the whole agenda Invite dialogue Offer support by sharing the responsibility for improvement Check the agenda
18. Summary Disclosing and Evaluating Your Observations Summarise the observations you have made that are relevant to a particular heading Disclose your evaluation of what you have observed Ask for the other’s reactions to your views Explore differences Design ways of testing and exploring the differences
