(Choose 1 answer)
Michael is listening to Sofia. Sofia says in a concerned and worried voice "I have really been struggling with the change we are making to our products. I am concerned that our customers will be disappointed when they get the product home, especially those that are repeat customers. The quality just is not the same and I don't think it represents the companies stated value of integrity. I am also hearing frustration from our team. I am supposed to lead them through this, but I am also frustrated and am not sure I have the ability to deal with their frustrations and my own and get all the work done."
Which of the following responses best demonstrates the listening power tool of reflecting?
A. "Sofia I can hear the concern and frustration in your voice. I have often observed your value and need to demonstrate integrity, so I am not surprised you mentioned it again today. I am curious what is driving this feeling that the product quality will suffer and what assumptions might need address for you and your team. I am also curious about your frustration and what seems like your doubt in your abilities to help your team manage this change.
B. "What I am hearing, Sofia, is that you are concerned about the impacts these changes we are making could have on quality, and how that might impact our customers. I am also hearing you are dealing with some frustration from your team."
C. "Wow Sofia. You have a lot on your plate. I am sorry to hear that. Let's go to lunch and take your mind off things."
D. "I am also concerned. What was management thinking? Do you know how much work this will be for me and my team? You think your team is frustrated? Mine are almost in a revolt. I have already worked late every night for 3 weeks trying to navigate this change."
the exam.
Exit 53
