Page 78 - engage workbook

A natural SHAPE

SHAPE is a real-world questioning approach and must be integrated into the natural flow
of a conversation.

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Context

Before asking a question, consider if it would help to provide context e.g.

“To better respond to customers’ demands, some companies have been doing […].
I was wondering [SHAPE question]”.

Equally, when you hear the other person’s response consider taking time to comment
on what they’ve said before moving straight to your next question. Everyone likes to be
heard and their thoughts valued.

Summarizing

Also factor in the need to periodically summarize the key points discussed. This demonstrates
that you’re interested and paying attention, plus it gives an early opportunity for the other
person to clarify any misunderstandings; to add further thoughts, if any have occurred to
them since the point was first covered. Also if your summary is accurate, it will normally
result in agreement to the points you’ve made.

Small agreements, expressed as nods of the head or verbal agreement contribute to
shared collaboration and commitment to action.

Adjust questions provide a natural point for summarizing before asking whether to
proceed with the same topic or change to a different subject - all with the aim of engaging
the other person.

Listening

Some years ago, at a conference, David, co-author of Smarter Selling, had a conversation
with Laurie Young, author and marketing guru. At the end of the conversation Laurie
commented:

“Do you realize you have a rare gift? When you have a conversation with someone,
you give them your full attention. You shut out everything that is happening
around you and focus 100%. It’s very flattering.”

Questioning and listening are two sides of the same coin, and we should never forget that
people like to be listened to. In our information–heavy world, with our shortened attention
spans, and driven by our cognitive biases (see section 6), we have a tendency to hear,
but not listen.

See section 13 – LISTEN for more on listening.

73 engage-universe.com