Prompt #1: Describe your ability to utilize the H.E.A.R.

Model (or the difficulty you had using

it).
Luckily for me, I have had training on listening and communication due to one of my jobs. I did
know a little about it beforehand but within the last so many years, I have been training myself as
a leader and supervisor to become a better listener and communicate to not only the customers
but my fellow employees. I always take the time and effort to let the person speak, asking for
clarification when needed and questions when prompted to. I always take the time and effort to
put myself in the other shoes. So, when doing this activity, this was a nice fresh reminder on the
key point to communicate the best.
Prompt #2: Describe the difference between using H.E.A.R. and not using H.E.A.R.
When using here, you are taking the time is listen, then explain your understanding of the event
that has happened, ask questions, and give a response. When you are not using this method it can
become a mess, more frustration out of it, and sometimes it truly never finds the underlying
cause of what the issue really is.
Prompt #3: Were you able to identify the EVENT? Were you able to identify the other person's
REACTION? Describe the EVENT and the REACTION.
When I did this activity, I took it from one of my most recent events that transpired at work that I
did follow this method. There had been a confrontation the day before between a customer and
an employee. When the situation was explained to me by another shift at the time, and what the
customer had gone through, I understood who was in the wrong. The Customer felt really
frustrated and upset. I let them explain to me what was wrong, what happened, and how they felt
about it. The customer had an employee who was taking out their frustrations on them and
yelling at the customer about how whip on the drink costs more and that she needed to be
charged right for it and that was not the right situation to put anyone into. I made sure to clarify a
few issues they brought up in the incident. I let them know how sorry I was about the mistake
and apologized on behalf of my employee. I let the customer know-how If I had been in their
shoes, I also would be feeling the same way. I wanted to make the moment right, so I fixed the
problem from the day before, giving her another drink and a free one on use. I asked if there was
anything else I could do for her, and she smiles sweetly and said that I had done enough. I made
her feel good again in the third place, and she kept thanking me for all that I had done. It felt
good to be able to turn the situation around.
Prompt #4: Describe how successfully or unsuccessfully your partner used the H.E.A.R. Model.
When the conversation first happened, the customer was not in her right set of mind. She was
seeing red with frustration and anger. The only way I knew I could turn this around was to listen
to her and keep myself, my tone, and my nonverbals in check. She on the other hand was
defensive, the tone was raised, almost directed at me and her nonverbals were her arms testifying
to her works with large movements. I would say her process of HEAR was not there.
Prompt #5: Identify William Ury's 3 Most Important Reasons to Listen
In the TED talk, William bought attention to the crowd of people what was the most impotent
thing about listening. He believes when you listen you can get to yes sooner. When he explained
his encounter with the president of another country, he chose to listen. This easily played into the
turnaround of how the president was feeling. He also believes that people sent so much time
talking but not enough listening. There are so many distractions and because of this, he believes
listening should be taught in school. He also states with listening it helps us understand the other
side. Doing so will help you understand more and connect with the other person.
Prompt #6: Connect a personal experience to each of those 3 Most Important Reasons to Listen.
Your experience may be a time when either you successfully or unsuccessfully made use of that
reason.
There have been many times in my life where I have gotten into a conflict with someone in my
family, usually, it ends up being my father. Many times, I have a tough time connecting with
him, understanding him, and getting to the yes with him. You see, when I end up in an argument
with him, my choice of words and mind becomes cloudy, and I end up saying things that I do not
mean to say. This hurts him and makes him even angrier. These are the times when I am
unsuccessful with communicating and listening with my father.
Prompt #7: Identify at least one additional insight from Ury's Video that you find interesting,
pertinent, or useful. Be sure to explain why you find it interesting, pertinent, or useful.
I think when Ury talks about how schools should be teaching listening, it really brought to light
how growing up in school was never a big focus. It was just expected of you to do and if you did
not your grades would fail, or you would end up in trouble. I do agree with him that listening
should be thought in school and how to handle confrontation. These would be important life
skills to learn not just for school and business but for the future of the child's profession.

Step 2: Respond within 24 hours to at least TWO classmates posts from Discussion Board 4.1.
Assume that you are mentoring a co-worker (your classmates) and you're advising them on how
to utilize H.E.A.R. Are there any insights you have that might help them? How does their
experience compare to your experience and those of your classmates' ? Please add or discuss
anything else you think might be pertinent to them. How do you think you and your classmates
can coach others in your workplace (now or in the future)?

Hello Joshua,
It seems that you and your partner had a hard time not using the HEAR method. I too also found
this to be hard because in customers we are taught how to react and listen to issues. I do see how
using HEAR is the best course of action when it comes to conflict. When your partner has issues
at work that day, it seems as though this method would have helped even though the day is
almost done for the. Even though it can be hard at times because you want to react right away.
It’s always best to take one's time before responding and really listen and clarify the issue at
hand.
No matter what comes up, either in business, at home, or even in family matters, it is always
good to practice this method to truly understand the situation, what the true problem is, how to
connect with the person and what you will respond with. No matter how hard it can be, taking
the extra time will allow the fruits it bears to be worth wile.
Thank you
Leo Figlinski

Hello Robin,
Owning a business and being new to it does not seem like something that can be easy. I’m sure
it’s just as stressful as you say it is. I think as you both take this process in; you will become
more familiar with using the HEAR method in many things that you will be doing. I believe with
conflict at work or making proposals or anything that you do will come times when you can
practice this more. At first it can be difficult to really think and do because there are so many
distractions as you stated. It will take a few times, but it will take a lot of focus and centering
yourself to really get it down to where it will come more naturally. I believe, with your husband
also going down the same path as you, it will become a team effort to really hone the skills
needed. So far, it seems you are doing a good job for trying it out. HEAR can be useful for you,
so keep the practicing going and I’m sure you will get there someday soon.
Thank you
Leo Figlinski