Listening to people

John WaterworthGovernment Digital Service

Helping them to tell their story

Be human

Guided conversation

Starter questions

Follow up questions

Stories and example

The more you talk the less they talk

Active listening

Receive and appreciate

SupportingNot switching

Listening exercise

1. Groups of three

2. A, B, and C

3. Not telling

5 minutes

Understanding

Summariseand ask

ExpressedImpliedLatent

Means end chain

Jobs to be done

Five whys

Not too many whys

Suspending judgement

Plan an interview

1. Choose a subject

2. Questions

3. Topics

1 minute

Do an interview

1. In pairs

2. A interview B

3. B interview A

2 minutes each

Thank you