Silent Voices: Listening to Young People with Selective Mutism
Listening to people
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Transcript of Listening to people
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Listening to people
UX Camp BrightonNovember 2013
John Waterworth@jwaterworth
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You learning from them
Helping them tell their storyWhat they show you
What they tell you
More you talk, less they talkDon’t rush to next question
Encourage them to show you, to talk
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Be a person
Be humanChat, smile, frown, laugh
Be surprised, be concerned
Build rapportStart gently, start friendly
Talking about themselves
Match their pace
Learn for later
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Guided conversation
Be clearSimple questions
Background first
Be flexibleDon’t just plough on
Guided by objectives
Follow the participant’s lead
Follow your nose
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Starter questions
OpenWhat do you think about …?
How do you … to …?
NeutralHow do these compare …?
What different ways do you …?
Unprompted is bestQuery effect
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Follow up questions
Focus inIn what way …?
Can you tell me more about …?
You said … why/when/who …?
NudgingConfusing?
Every time?
Bananas?
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Stories and examples
Concrete, specificHow did you …?
What was the last time …?
Critical incidentsParticularly difficult
Worked particularly well
Stronger memories
More useful detail
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Active listening
Receive, AppreciateLean and look
Nod and smile
Encouraging noises
Support, not switchShows that you are interested
Signal which aspects you most value
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Exercise
Instructions1. Divide into groups of three
2. Call yourselves A, B, and C
3. Not telling
5 Minutes
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Understanding
Summarise, AskParaphrase what they said
Use their language
Confirm that you understood
Suspending judgementTheir frame of reference
Their point of view
Their experience, aspirations, etc.
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Digging deeper
NeedsExpressed, implied and latent needs
Means end chain Product or services attributes
To consequences of use
To aspirations and values
Five whysRoot cause analysis
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Too many whys
InterrogationCan sound accusative
Particularly after a mistake or sensitive admission
Can be repetitiveRephrase or soften
What makes X important?
Can you say how that happened?
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Recap
Don'tShow and tell
Be a white coated scientist
Follow a fixed script
Closed or leading questions
Stop the flow
Should be, usually are
Switching
Moving on
Scratching the surface
Interrogate people
DoWatch and listen
Be a person
Have a guided conversation
Open and neutral starters
Simple, nudging follow ups
Stories and examples
Receive and appreciate
Summarise and ask
Digging deeper
Careful with the whys