Active Listening: Listening to Understand
duatopa28
cf_Six_Ws_Worksheet_for_Assessment_11.docx
Active Listening: The Six Ws
Listen closely to Wanda’s voicemail, making notes of the six Ws in the boxes below.
|
Who first experienced the problem?
|
|
|
What happened?
|
|
|
What is the problem?
|
|
|
When did the problem occur and when was it discovered?
|
|
|
Where did the problem occur?
|
|
|
Why did Wanda tell you this message?
|
|
|
How should the problem be addressed? What are the steps involved?
|
|
In addition, consider the following:
|
What nonverbal cues do you notice? Consider pauses and changes in tone of voice.
|
|
|
How do you think your manager is feeling based on these nonverbal cues?
|
|
|
Why do you think your manager is feeling that way?
|
|
|
How important is the issue (minor, urgent, catastrophe)? Why do you feel that way?
|
|
1
2
