Active Listening: Listening to Understand
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Active Listening: The Six Ws
Listen closely to Wanda’s voicemail, making notes of the six Ws in the boxes below.
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Who first experienced the problem?
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What happened?
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What is the problem?
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When did the problem occur and when was it discovered?
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Where did the problem occur?
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Why did Wanda tell you this message?
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How should the problem be addressed? What are the steps involved?
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In addition, consider the following:
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What nonverbal cues do you notice? Consider pauses and changes in tone of voice.
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How do you think your manager is feeling based on these nonverbal cues?
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Why do you think your manager is feeling that way?
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How important is the issue (minor, urgent, catastrophe)? Why do you feel that way?
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