Survey online report

#	Responses
37	I used it with a parent situation and it helped ease tensions and the circumstances of the situation.
57	i am part time and rarely would get the opportunity to use these skills
59	A staff member came to me with some concerns about a program she was working. I let her talk, asked for clarification when needed with open ended questions, then asked for permission to give her some suggestions for dealing with the situation. It felt more relaxed and easier to address the situation, since I felt I truly understood instead of just fixing it after a brief explanation.
60	took a couple on tour-he was signing up for silver sneakers-through listen first skills, I found out that she would also like to be a member, but not qualified for silver sneakers-explained scholarships and got her an application.
61	summertime is usually a time when subs are needed because of family vacations so trying to work out resolutions with a fellow co-worker has proved interesting. sometimes we have to go out of our comfort zone in order to help by teaching a class that may not be as familiar but we do what we have to do. I have learn that it intially it may be uncomfortable to teach for someone else however it usually turns out better than anticipated and in the end i feel better about myself and thankful that i was able to help.
76	asked permission before offering suggestions. The person was receptive.
86	I was able to handle a major situation involving a parent, their child, and several counselors and was able to investigate with all of them to find out what had happended. I used my listening first skills to get accurate documentation and spoke with the parent using the skills. The father's exact quote was "You have been very helpful and nice". I'm not real sure that I have ever had an irate father speak to me that way before. It was encouraging to hear that even in a bad situation.
87	In conversation with a co-worker I used many open ended questions and asked permission to give advice about a program. My past experience had been that this person would have difficulty taking advice, but the way I presented it this time made the conversation more productive and easy going
89	I have a newer MSA who has been doing an exceptional job & she recently inquired about Shift Leader opportunities. Using affirmations, I told her that she's been doing very well & has demonstrated a sincere desire to help others and lead. I also encouraged her to continuously seek additional responsibilities. Through open-ended questions I determined her schedule preferences and how she, in fact, feels she is doing so far.
92	I was able to calm people down also was able to give staff feedback
94	In dealing with a complaint at the Lodge I used Listen First to get a better idea of what the gentleman was asking. In listening to him I got a really good idea of what he needed. I think with the training I was better able to get my thoughts across and listen to his.
106	One of the greatest benefits of Listen First, is that I must make a concientious effort to really pay attention to others, putting their needs first. I've learned how little I truly listen, which has been an eye opener. As I think of the qualities of the best supervisors I've had, the one quality was their ability to really listen. I have a long way to go, and plenty of opportunity to practice. This really is about putting others first, and taking a genuine interest in getting to know someone.
107	My children abd I were talking about school starting soon. I was listening to their complaints and offering ideas, on how we can make a better school year.
108	I used Listen First in a conversation with one of my members Henrey. He had a concern about another member that had bad body odor. I asked open-ended questions like does it happen all the time, which does it make you feel, and how would you handle this. This allowed us the opportunity to discus it and come up with solutions. I reflected, summarized, and affirmed on his concern and learned that another member felt the same way. I asked permission to meet with the other member and approach the member with the body odor with the two solutions that were suggested as options. I will use my Listen First skills when addressing the member with the body odor. I learned that by using these skills you begin to build a relationship with the person you are engaged in a conversation with. They want to be heard and know that you care about their situation and look for their input in finding a solution.
110	an upset parent about camp and the time spent on activities vs unstructured play. We came up with options that work best with their child. I learned that I need to continue to be paitent and not want to solve problems but work with person to solve together.
112	Talking with a program member about the possibility of becoming a member. The conversation through a natural progression of listening to their needs and ambivalence about joining, resulted in this program member deciding it would be in their best interest to become a full service member.
120	Listening to a member who was very upset and came in to hold her membership. By asking open ended question I found out that her young son was just diagnosed with cancer.
127	We had a presentation with a member of the UGA GymDogs at our facility. I used all of my listen first skills while speaking with her prior to the presentation. I have learned that I am a better listener now because of all of the skills I learned in this course.
128	I had a parent who was concerned about their child not being able to play on two different soccer teams. I explained to her that her child could play for both teams, but it is not my responsibility to schedule those practices around each other for the purpose of just one individual. But if more people showed interest in playing for two different teams, then I would re-assess my scheduling techniques to accommodate such concerns. I learned to be patient with people and explain to them what you know to the best of your ability.
131	I used these skills when talking to member who had a compliant. I was able to identify what her concern really was and after asking her permission was able to offer a couple of sugesstions. The issue was resolved to the members satisfaction.
137	When listening to employee's concerns about a situation I learned not to anticipate the concern, but to give my full and undivided attention to the employee until they had completely explained the situation.
138	I helped to interview someone in a completely unrelated field. I learned that by using my listen first skills, I can learn a lot more about an individual and how they may fit with our branch.
140	I used my training several times while dealing with situations concerning children who had become upset. One of these children was beyond being to calm himself down so mom had to become involved also. I was able to discuss with mom before she had entered the room different alternatives she may use at home to help him feel more comfortable and that may help him relax once he was upset. Then she and I discussed his options with him once in the room. The other case I was able to discuss with a staff member the incident that her son was responsible for and how she felt about the situation, as she had seemed pretty upset about it. She in turn thanked me for listening and helping her deal with it.
141	I used Listen First to help understand the needs of someone I supervise who feels strongly about their work environment. I learned that it is very useful to keep listening. I do not feel this conversation would have taken place if this person had not felt I had been listening to their other prior conversations with me.
143	There has been a child recently who at first was very quiet and reserved. After a couple of visits the child became more comfortable and started acting quite aggressive. Because of the childs diagnosis with autism, I wasn't sure what to do for a "timeout", I just kept redirecting the child. When I spoke with the childs parent, she asked what had been done. We went into a quiet area and talked about the actions of the child, with them ppresent, and came up with a solution that worked for all parties. I praised the child for all proir positive behavior, and I explained why we had the rules in primetime, and why we respected them. All and all everyone involved went away happy and I walked away with more knowledge about the child.
144	A co-worker was having personal problems and we were able to get this person to open up. What I found interesting about myself was I was able to think and word my conversation the right way so this person wanted to open up.
147	Phone interviews with parents looking for information about before/after school programs. Rather than answer their initial question of "what does the Y offer" I first ask them to tell me more about their child and about what they are looking for in a childcare program. From this I learn grade, gender, school and what they are looking for. I am better able to provide specific information regarding their needs rather than a general overview.
148	I used it in a difficult situation with a staff person that I supervise. She was not performing well at the Welcome Center and rather than just bringing her in to discipline her I brought her in and asked her how she felt about working there. She at that point expressed her frustrations with not feeling like it was a good fit and throughout the conversation she figured out that she really did not want to be working there and that she did not feel comfortable with the job. She and I both left the conversation feeling good and knowing that a good mutual decision had been made for her to leave. This situation made me realize that all conversations can be started with open ended questions and it is easier to have difficult conversations by letting the other party explain their situation first.
150	I had a speaker at my YMCA to speak to my team and I spoke with her before the presentation. I asked open questions and then reflexed on her answers to ask even more questions
151	I was talking to a member of the YMCA about problems he was having regarding his family life. I used a lot of summarizing to help organize and lay out his thoughts that helped him understand his own situation. I asked for permission to offer some suggestions and he felt very positive after the conversation. I learned that not only could I listen, but reflecting what somebody says helps the person keep their own thoughts on track. Because of that, they may possibly feel better and find a solution.
152	Used LF in response to an email complaint regarding the campers "taking over" the local pool.
160	Terminating an employee and helping him see why and where his skills really were and how we got to this point.
165	During a hiring process I used Listen First Skills, including open-ended questions, reflection, and summaries.
173	I have to admit I am not consciously using it... perhaps having more reminders like this would help me to remember to focus.
183	In a recent write up with a staff we discussed his actions leading up to the write up and how we could have aviaded the situation.
184	Speaking with prospective Sponsor to what they would like at an event ,rather than what we will offer.
190	With a perspective parent looking for an appropriate preschool setting for their child.
195	By asking permission, it puts both parties in a more comfortable position of partnership and respect.
200	1) Talking with a co-worker: I continually reflected on what they were saying, affirmed a good thing that they did, and tried to summarize at the end the steps that I was going to take with the 3rd party to try to rectify the situation. But, the co-worker kept on repeating earlier things that they already said, and they weren't really listening to me and my summarizing. I learned that: It's hard to listen first, when you're not being listened to. 2) Talking with a group a parents, asking them with open ended questions to give me feedback on the program. After listening to one parent, I reflected on what they said and asked more open ended questions to get others to give me more feedback. The listen first open ended questions and reflecting really helped get parents to share their thoughts. I ended by a short summary of how happy I was that they are happy with the programs and I encouraged them to continue to give us feedback, so we can continue improving. I ended by praising them for introducing the Y programs to their children and that I'm happy that they are happy with our program and the instructors.
206	In the conversation with a staff i supervise, the open ended questions help get to the "meat" of the problem and eventually help come to a solution etc. In discussing a program with a parent, the open-ended questions allowed more information to be given by the parent regarding the program
207	Recently used the skills with a staff I supervise and asked many open ended questions on how he felt he was performing on the job and what ways he could have improved his performance or handled situations in a different way to get a more positive outcome. Also used the LF skills recently doing phone screens and interviews.
209	When I attended a staff meeting at a site where commincation between staff was a challenge. All the staff shared their feelings about how they thought the staff were communicating as a whole. I used open ended questions, relflecations and summaries to help them work thru the issue.
210	I used Listen First skills when doing phone screens for an open position. I found by asking open ended questions, the applicants revealed a lot more about themselves.
212	When using the skills with someone I supervise, I feel like I am able to better understand where the employee is coming from and I feel confident I understand their needs through using reflections.
213	On Tuesday this week I had a young woman doctor who is a customer call in to report an accident. I listened and took notes. First question was not an opened one, are you ok, no injuries. I then reflected back to her the account of the accident, waited for her acknowledgement and then asked several open ended questions so that I could complete my claim form. She felt the person at the claim number was not completely helpful so I asked for her permission to call on her behalf. Before I ended our coversation I summarized everything into a few phrases, reassured her again and called the claims number. The claims agent then called my customer back which I found out in a follow up call to her later in the day. Maybe not step by step but the Listen First workshop is valuable in every one on one encounter.
214	Used open ended questions, affirmation
221	I used my Listen First skills with a potential health seeker was trying to get himself started with a program. Instead of dictating to him , I asked questions to find out what had worked for him in the past and asked what he liked to do. Then I proceeded to make some suggestions based on that info.
223	I used the reflective skill and by using that skill I was really able to see what the person wanted.
228	A patron hurt himself, and I was using listen First to be sure he was OK and I was filling out the incident report correctly.
234	crisis and hiring
236	Dealing with a coworker on a difficult subject.
237	With new members I have been asking what they are looking to do and then give them the options.
247	I find that using listen first skills with someone I supervise, it empowers them to share their thoughts, ideas and concerns in a way that it will make a difference. It also gives me a broader idea of what they are thinking and how to continue supervising them.
248	I had a member come up to me and address some concerns about a different YMCA. So I said to her "tell me about your experience at this particular YMCA" and she went on talking about her experience. I think she was happy to let it out, and I just listened. I learned that I like to just let people talk while I listen to them and also I tend to use the reflections skill often.
250	Actually, I looked back on a conversation I had with a parent of a special needs child and realized that I should have asked more open-ended questions to really understand her concerns. I think this training will shape future conversations, especially with a parent whose perspective is unfamilar to me. I think in order to answer her questions, I will need to learn more about what she wants for her child - what her goals are with the swimming program.
251	Both in personal life (growing up as the son of a pastor) and in the camping field field profession I've always taught and have passed on to my staff - Listen First. The concept is also a method I use when teaching group work and corporate development programs - "Do you listen to be understood or do you listen to understand?" Listening skills have been the backbone to maintaining relationships with our campers and their parents (even the few who start out very upset with us.) I have taken away more of a validation that what we've been doing is a good practice to continue teaching.
254	While speaking with a representative of a school about upcoming programs, I asked a number of open-ended questions. This allowed her to further explain the school's needs. As the conversation came to an end, I offered a summary to make sure we both fully understood the type of programming the school was requesting.
258	While talking with an employee who is going through a personal problem with a family member.
265	Works well when handling complaints. They become your friends. One person said, "Gosh you're a good listener." Never heard that before
270	I had a phone conversation with a water exercise participant who was unhappy about the change in schedule of a class. I used my Listen First skills in the conversation so that she could be heard and to help us find a solution that suited both parties.
272	I use it daily. I am learning to listen more openly, rather than thinking of my own agenda.
274	One of my colleagues asked me for input on a form she was going to use. I asked her open questions about what the purpose of the form was, and reflected back what I heard. Eventually, I offered her some suggestions on how she might structure it, and she ultimately came up with a new approach that she was very excited about. I felt good about helping her decide on which direction she would go without designing the form myself.
275	A game of handball came to an abrupt halt when 2 boys couldn't agree on a rule. I heard them arguing from across the playground, so I walked over to find out what was wrong. The 2 children started talking to me at the same time to try and get their version of events heard. I asked each of them to stop talking for a second and to take a few deep breaths because I could tell they were both very upset. I told them that they would each get a turn to speak, then I said to the first child, "Why were you arguing?" The first boy explained that he was called out, but he didn't think he was really out because the other child got in his way. "Okay," I said, "so you couldn't hit the ball because the other boy was in your way, and now you feel like you were called out unfairly--is that right?" The first child agreed and then glared at the other boy. I thanked the first child for speaking calmly, and then I asked the second boy, "And why were you arguing?" The second child said, "I hit the ball, and then tried to get out of the way, but he pushed me. I called him out because he didn't hit the ball--he just pushed me." I summarized what the second boy had said and thanked him. Then I asked the two boys a question that they didn't answer immediately: "You both explained what happened--but that isn't really what I asked. I asked why you were arguing. Why were you arguing and yelling at eachother over a small disagreement?" The two boys shuffled their feet and didn't answer me. So I asked them another question. "What do you want me to do for you? Do you want me to put the handball away? It seems like it is causing a big problem. Or would you rather that I help you find a solution to your problem?" They both answered that they did not want me to put the handball away, and that they wanted me to decide who, if anybody, should be out. "Okay, but do both of you know the rules? Again, they both answered yes. "Alright, and do you think a game of handball is worth having a big fight and making everybody else wait to play while you argue?" They both shook their heads. At this point, I was about to tell them to simply "redo" the game. But then I thought that if they both agreed that handball wasn't worth fighting over that they should be work together to find a solution. So I asked them, "What are some ways that you could setlle your disagreement in a nice, fair way?" They both thought for a second. "Could we have a re-do?" the first one asked. "How about rock-paper-scissor?" the second one asked. "Great. You both thought of ways to decide fairly. Next time I think you can remember that and instead of arguing, you can work it out like friends." Then while I had the attention of everybody at the handball court I asked another question. "Is arguing and yelling fun? What is more fun, playing handball, or watching people waste time arguing?" Everybody yelled, "Playing handball!" "What is better: having the ball put away, or using a simple way to fix a disagreement so everybody can keep playing?" I didn't really have to listen to the answer to that one. One thing I learned from this situation is that I often want to "fix" a problem for kids, but if I can just ask the right question, they can often fix it on their own. They will be happier about this, because it is something they did on their own and they can't complain because I told them what to do.
276	I'll use the Cub Scout experience. One young man, is just that, very young and a little immature. At first thought you would think that he didn't belong as a leader. But as I began asking open questions so that I received answers that were not just "yes" or "no", and began affirming his thoughts and concerns I learned that this was a young man who had a real passion for Cub Scouts. My initial impressions of his immaturity faded and were replaced by an image of a devoted Scouter, what every one wants in the Scouting organization. The same as the YMCA, we don't really just want employees we want people who catch the vision of the YMCA mission. It was an enlightening experience for me.
281	I learned that by using listen first skills, you really focus all your attention on that person and not yourself.
283	These are conversation skills most people aleady possess. This class would be very insightful for someone who is completely devoid of social skills. I use most of these skills on a daily basis, not because of some class I attended, but because I've been using them for some time.
315	There are so many chances to use skills throughout the day.
318	I haven't had the best opportunity to use these skills, ideal setting. Workday is hectic, I feel when you first start you need time. Next week I will have individual meetings with Directors and will practice these skills, make the individual meetings... their time.
328	I ran into an old friend and it was nice to see him. He was spilling all is stuff out that I have not heard in the last year of his life. At first it was the same for me to him and then I changed the plan to listen and use my reflecting skills. Today 9/5/08 I had a different experience with my supervisor. She tested me on my listening skills and made me use my open ended questions. I passed with flying colors and it was a brave and challeging test. With left each other with a nice affirmation.
334	While using my Listen First Skills I was able to hear a members concerns about our Y's ability to keep the Y open during our cleaning week and his frustration with the closest Y's closing down for cleaning at the same time. I was able to listen and give him an alternative Y during our closing. I feel that I might not have listened and understood the member had I not used my Listen First Skills Effectively.
337	I had a mother wanting information on our after school program. During the converstion she started complaining about her current day care situation, how she felt it was shoving religion upon her child. Upon inquiry I found out it was a church based day care facility. I made sure I affirmed her concerns but also informed her that the other parents are paying specifically for the religious aspect of the program. I offered her alternative places for daycare as my program is completely full with a very healthy waiting list. She thanked me for her having a greater understanding of where her child currently was and giving her information beyond our particular program.
348	Everyday mangenent from other departments will bring me information to enter into the syastem. I have found by reflecting helps me get a clear understanding, askinging open questions gives me more information so there are no errors entering programs. By doing a summery lets them know I have a cllear understanding . I have been doing these skills for awhile but understanding the inpac helped me fouas on the details and my co workers know I am listening. The Listen Fist workshop has helped in my everyday life as well as work. I have four daughters. One of them siad to me the other day Mom your such a good listener. I found out through this workshop not to try to solve thier problems but to listen , ask them open questens they can answer with more detail, and when I reflect and sumeries back to them they come up with some solutions thier selfs. I ask them if they would like my advice . It surpised me that sometimes at the end of the conversation they don't want my advice thay just wanted me to listen.
353	In a group fitness class that I lead, I used some of these skills with a new participant being introduced to the program (indoor cycling).
359	My teenage son is having a difficult time breaking up with his girlfriend which he believes is the right thing to do but still cares a great deal for her.
360	Silver Sneakers Member was very apprehensive when joining and I used my Listen First skills to make them feel more comfortable and at ease with a new environment.
364	During a phone call to see about wether or not a specific check that was mailed to them had been cashed. Togher we determined that the check in question was not received because the YMCA had the wrong address. I confirmed with them the correct address that the check needs to be mailed to. Both I and the member were happy with the outcome of the phone conversation.
372	I use it frequently in marketing meetings as I work with program directors to form enrollment goal strategies. Listen First moves the meeting beyond the typical 'we need a flyer" to learning more about targeted constituencies, their wants and needs, desired outcomes and creative solutions. It has worked wonders.
373	blah blah
374	I have used the reflection and summary skills in meetings that I have lead and found that is helps to confirm tasks that have been assigned and when they are expected to be completed.
376	I tend to use the Listen First skills mostly with the NSF members who call me to explain their financial difficulties. They usually ask me for suggestions for being better prepared for future drafts and if not I ask them if they would like to hear some suggestions that may work for them.
390	I learned about that some members are very private, but I find a way to communicate with them.
398	Employee situation in where a work assignment did not get completed. The employee said that they had tried their best to complete but I had been pulled away by another staff person.
399	I asked fitness instructors when and what they wanted to teach and set up their schedule with other instructors.
402	Daughter has recently joined Air Force and completed Boot Camp. Now that she has some of her freedom back she is contacting friends at home and struggling with some of the responses and situations with friends, etc. I used the question process to get her to think more thoroughly about what she was experiencing and confirmed her feelings as being valid. It is very hard when it is your own child (even though she is now an adult) to just listen and not always offer advise or tell them what you THINK they should do.
410	member had insufficient funds for membership; i listened to concerns and suggested financial aid
413	Giving a tour Learned why a health seeker inquired about a YMCA membership by asking an open ended question Learned it was because the person needed to lose weight and was having a competition with her mother to see who could lose more weight by a certains date. Gave her an affirmation by telling her it was good to include a motivating factor to help her keep the commitment. I was little uncomfortable talking to a female about her weight, but felt since she opened the topic, it was all right to discuss further as long as I was careful in my choice of words.
418	With a prospective parent, open ended questions allowed me to determine her son's needs.
419	with my husband and giving him an opportunity to talk about politics and really listening and having a discusion.
420	In attempts to improve dialogue in discussions with my spouse...these skills are helpful!
423	A current member was doing ab exercises incorrectly. I approached her and asked if she minded if I helped her...She was very acceptive of my instruction and following our conversation, performed the exercise properly.
425	I often listen to a parent who is discussing something that is being misunderstood, and am able to redirect the conversation so that everyone is on the same track. I find that I am a good listener.
426	I had a parent complaint and I kept my mouth shut and let her talk and then reflected and she was much calmer after being able to get her ideas out. I should learn to listen and not get defensive.
427	tried to used open ended questions and didn't interupt until they finished talking and tried to listen more intently to their conversation.
428	Mother worried about child (2 yrs) escaping the Locker Room area. Wondering if door could be reversed or changed. Listened to situation, gave reason why the change could not be accomplished, then offered a possible solution to the problem. Offered putting up a baby gate. Working at listening.
431	working with my staff at a meeting
432	I notice that I remember their names more, because I try to use their names in conversation. I'm more purposeful in my dialog with people. People are impressed that I care - or at least give the illusion that I care. It makes me give more of an effort to try to get to know people, and what they want.
435	I had a young lady wanting if to put her child in my program. After giging her the info. and explaining my program, she begain talking about her finances and that she maynot be able to afford the program. After listening to her I said to her I understand that you're saying ------------my I suggest this to you. I than went on to explain to her about ccc. and the ymca scholarship.
444	Had a staffing issue and had to correspond this deliquet problem to parents.
448	A facility tour was more relaxed and conversational.
453	I used it on a tour to find out what program areas the woman was interested in.
459	I was more aware of using these skills and trying not to sound staged (or rehearsed) when a coworker was addressing a concern about changes in her job and what she didn't know and needed to find out, etc., than when just talking to someone like a member. I've realized that I have a habit of trying to come up with solutions too quickly and wanting to tell people what to do. I need to listen and reflect more before commenting.
460	An employee was sharing a crisis she was going through. I did not really learn anything about myself.
461	I spoke with a mother that had a child on a class waiting list. I asked open ended questions about her needs and then offered suggestions of options. I did this less than 5 minutes after finishing the Listen First II workshop. So, right away I had a chance to use it in a real situation
462	I used my listen first skills when dealing with a member who was confused and upset about the pool schedule. It really helped get to the bottom of things and I feel we both left with a duel consensuses.
466	I just attended Priciples and Practices conference, having this training prior to my conference. It help me communicate better with my peers.
468	I asked a member just today how her workouts were going as I have had the pleasure of working with her on several occasions as her personal trainer. I had introduced her to Strive Strength as well as free weights and encouraged she try some of the various group exercise classes; she is very social, besides my cycle class in which she is a regular. She loves the machines and is enjoying other classes that she is attending. She has more energy and feels confident with what she's participating in. By listening to what she really wanted, I was able to direct her in a safe and doable exercise program that she has connected with, continues to get stronger, sees results and enjoys!
480	We ask closed end questions the world sometimes does not know what to do with open ended questions but it is much more engaging and is a work in progress it is not easy but much more fun when conversing
481	Had to cancel the 150th Anniversary gala and meet with event coordinator to figure out details, used lots of reflection, summary to make sure everyone was on the same page, and affirmation to let them coordinator know we appreciated the hard work!
482	I used the skills when I listened to a concerned member requesting that mirrors be put up in the womens locker room. I reflected her concern about having mirrors placed on the wall but not mounted. and then affirmed the appreciation for coming to me about the situtaion and then summurized our conversation.
484	I just used my listen first skills conversing with a husband and wife looking to join our facility. I started by using the open ended questions- used reflections and summaries- and also asked permisson to give a few options. By using the LF skills I was able to understand better why these two people were in our facility and what the Y could do to help them.
486	I met with a single parent mom who has a special needs child. She poured her heart out to me about her stress level, childs needs and no money. Boy did I ever listen. In turn I asked open ended questions about her childs needs, and definitely reflected and summarized.
489	We are working with a board member to set up a YMCA day at her office. She is very receptive to the idea and I used open ended questions / listen first skills to get a better idea of what her employees need.
490	I was listening to a co worker about an issue of hiring someone and just using these skills helped her come to a conclusion on her own. During my regular work day, I don't have much of an opportunity to use these skills.
491	1.Talking to parents about making payment arrangements for vacation days and half days. 2.Talking to a parent about her child having a hard time when mom goes out of town.
492	Talked with a personal training client about how we could improve her sessions. Reflected her needs back. Asked if she would like my opinion and 3 ideas on ways we could keep her motivated.
495	I remembered to ask permission when working with my WOW class before correcting their movements and offered then more then one suggestion for altering moves. It feels good to have them say yes please share...I don't feel like I'm just spilling advise they may not listen to. I'm trying to always think to actively used these reinforced skills
498	My son recently moved to Fl and is having financial difficulties that are stressing him. Through listen first I was able to summarize his concerns and offer a few possible plans.
503	Someone I supervise, helping understand vision for program and how to engage staff.
505	My supervisor was frustrated, but not for the reasons I initially thought, after a reflective statement where I said, I am hearing that your upset about... it turned out that we were not on the same page. It made me realize that often times two people can see the same situation in numerous ways.
507	a member told me she had joined a lot of gyms and didn't like any of them. Through a series of questions and reflections, she stated, eventually, that there was nothing wrong with the gyms. It was her and her commitment level and her uncertainty about whether she even WANTED to make exercise a part of her life.
508	Slow down conversations, allow other person to complete thought, and summarize what you learned from meetings with co-worker to move projects forward.
509	When I listened to a parent with concerns or suggestions about how a class was being taught.
510	A member was distressed over having to leave her offsite Karate classes. Time consuming from her children. I introduced her to our karate program that is only 2 nights a week and suggested her children to participate in programs here during her class. I set up for the Karate instructor to call her and discuss the best steps for her to take. She was very pleased with the information I had given. She didn't want to stop Karate, just wanted more time with children and spend less money. I also suggest having her son try the program. He used to go to offsite Karate, but grew tired of the large committment they require. As I am thinking of the conversation, I was not aware of using Listen First tatics by the book at the time of conversation. Tatics were there, just in my own casual way.
517	Used in email. Received random thought, responded with summary first before continuing with conversation
518	client concerned with the type of exercises she's doing that it is not effective for what her goals are. Used techniques learned to help her through to realize new goals and pathway to get her there.
520	We are in a time of change and flux. Listen first has played in intergral role in reassuring the staff and ensuring that they understand the process we are going through.
521	I have a total Total Health Client whom I called to check in with and as she was telling me on things were going for her, I used Listen First skills to let her direct the conversation and to let her know that I understand where she stands. I also used affirmations to let her know what she is doing is positive. She is different type of person than I am used to working with, so I am learning to appreciate the struggle that she must go through to get to where she wants to be.
523	I have used summaries in meetings, open ended questions with staff, reflection on my husband,asking permission on interviews. I have found that I use a lot of the skills naturally with some groups/types of people or situations, but I have to conciously focus on it with other people and situations.
524	conversation with a co worker that was asking for a recommendation on how to proceed with a certain situation; slowed the conversation down to make sure all of the information and data was shared, that I had their correct interpretation of the information and data, and then asked permission to make some recommendations
526	I learned that by employing the skill, I can understand exactly what the member wants / needs and their motivation behind it.
527	Knee
529	As a total health coach/personal trainer it's almost imperative that you use these skills if you want the client to be sucessful in reaching their personal goal(s). The client is more apt to be sucessful because they feel you are "listening" to their needs and are more willing to stay with the program.
546	The first time I used my Listen First Skills was with a parent who drops their kids off at my work zone everyday. We discussed about school and her kids. I used open ended questions the whole time and also reflected some of the things she said.
550	my daughter's school conference
557	I have used my Listen First skills when talking to my friends, family, and boyfriend. I have learned that I am a sociable person, but I still need to work on my Listen First skills, such as open ended questions.
559	I work with financial assistance. The clients are very willing to share information with me. I asked questions about their experience at the YMCA and what type of work out she uses, she just lit up when I asked her these questions. She gushed about our trainers and our facilities. I felt that just by asking her these questions she felt that I valued her.
560	I had a member on the phone who was complaining about a situation we have here. I asked them things like what they would like to see happen and how they would feel about more changes, etc. We weren't able to come to a mutual decision but I was able to help them understand why we were doing what we were doing and also make her feel like she was heard and that I would consider her suggestions in the future.
564	TALKING WITH NEW MEMBERS WHEN THEY JOIN AND SHOWING THEM ALL THAT THE YMCA HAS TO OFFER. LISTENING TO THEIR NEEDS AND EXPRESSING OUR RECOMMENDATIONS.
566	Dealing with an upset parent about why she can't pay her bill. As she had bounced the last three checks and not returned calls, I was quite upset with her and ready to drop her child from program. We were able to have a good conversation and make a plan for her to be able to pay for the services she was receiving. I learned to have a little more patience and was able to listen to all of her issues without judging
580	listening to a mom who was so negative about her own child. She actually put down her child and her way of punishing her daughter was to embarrass and humiliate her in front of her relatives(as discussed over the phone)after an incident in school. I let the parent know that "I have been extremely impressed with her daughters kind, respectful and positive attitude while in the program" reassuring mom this was most likely an isolated incident. She asked me if I had any children and I briefly shared my parent experiences and incorporated my years of experience in the childcare field with various ages of children. She was very appreciative and called me a couple more times during the week to share her feelings about the incident. I listened and reassured her we would work together as a team, school, family and Fun Company to make her childs experience with our program a positive experience. I really believe mom just needed a person to talk about her daughter. She aked me what to do about her daughter and I asked her if she was comfortable speaking to the school student counselor? She said yes and I did advice her to share her views with the counselor.I just felt the counselor was best equipped to give personal advice and hopefully open moms eyes to more appropriate discipline practices for a fourth grade girl.I sure had to hold back alot of emotion when she was telling me about her form of punishment.I just focused on treating the child with alot more attention and understanding knowing that she may need guidance and a warm and generous smile just in case she needs to turn to a trusting adult if this incident turns out to be something more than a school situation.
582	Listened to a employee who had a complaint. I learned that I still need to be conscious of using the LF skills to make the conversations feel collaborative, even though I am conscious of using the skills, there is always room for improvement.
600	Focusing on listening and learning about prospective new board members--more fun to learn about their passions and experience than to dominate the conversation. Consciously talking very little in volunteer committees, allowing leadership to come from them.
614	I tried to turn a staff member's demand into an opportunity to discover the real need in question, and to identify options for resolving it.
626	Listen first made me more aware of taking the time to be active in the conversation instead of jumping ahead and finishing right away.
633	In talking with a staff person who was looking for help resolving a concern, I was able to summarize her concerns and give three options to help resolve the concern.
651	During a tour, a potential member came in and wanted to know all that we offered. I began the conversation with many open suggestions so that our conversation would be more than just yes, no and one word answers. I really got to know who this potential member was and I was able to suggest different programs and group exercise classes that their family could benefit from. Even better, this relationship between me and the potential member has continued and the member has decided to bring other friends and family to our facility.
653	A Board Member came in and wanted to share a disappointing moment he had with a staff member. I followed, as best as I could, the processes taught to us. I learned that people, sometimes, want to vent and the useful principles allowed me to listen first, then act/respond/recap the event. I was able to diffuse a potentially embarrassing situation at a Board Member.
663	I have found that my perception of the conversation can be much different than what the individual is trying to verbally explain.
665	While doing a fitness assessment with a current member, I listened to her description of a friend that visits her frequently from the Northeastern part of the country. In asking questions about this friend's visits (length of visit, frequency, etc.) I found that they would like to work-out together. I also ascertained that the friend qualified for the Silver Sneakers program through her insurance program. We immediatly contacted the friend and she came in and signed up with our YMCA. Now she can come to our Y whenever she is in town. I found that if I try to find out the members intersts and their support group, perhaps we can incorporate that support group into their fitness program.
675	Ive learned to listen to our parents, to ask open questions and to ask the parents permission to offer information or ideas about the parents concerns.
677	I had a conversation with a parent concerning a problem they were having with their kid. I was able to use open ended questions and reflections etc. to have a good structured conversation.
678	I had two women attend my class last week to see what we did in the class. I was able to ask them what they were looking for, type of excersise they currently do and or they were looking for. Even though it was during class i was able to give them some one on one training without disrupting the rest of the class (my class members are awsome people). I asked them their feedback when they were done and politely invited them back again.
680	I have only tried practicing with a co-worker. This is a new way of communicating and I am not comfortable with it yet. I guess I want to practice until it doesn't sound strange.
682	at my day job they appreciated that i "care" as by my using listen first it gave them opportunity to speak more open about their concerns.
683	When the Y received the new equipment in the fitness center, I was asking members and still do ask members what they like or dislike about the new equipment. During our conversations, I make an appoint to ask them to explain their answers and then I will summarize what they said in order to make sure that I understood them correctly. This feedback is important in order to evaluate if the members are happy and how the Y can improve member satisfaction. It is also important in order to help members reach their own goals.
686	Asked a new client open ended questions to fully find out what she wanted to gain from personal training. Then summarized what she said. Then ask if I could offer her a better program for when she works out when she not me.
687	WHEN SPEAKING WITH ONE OF MY CLIENTS I TRULY UNDERSTAND THERE TRUE MOTIVATION ON PARTAKING A FITNESS PROGRAM FROM A TRAINER
703	Just recently in a conversation where I was trying to coach a staff member in how they handled a delicate situation and how they might be able to do it differently
705	I had a parent of one of the kids in my class talking about the younger sibling. She approached me about my class and I was able to ask her what would be beneficial for her younger child in terms of programs. I asked for her wishes and was able to find out what she was wanting. I even brought that information to my supervisor and we have developed a new program which will incorporate some of the younger siblings.
707	In leeding a meeting about a very technical and difficult topic, with many points of view, it was important to allow all to share their perspective and potential solutions. I learned that the language skill is good but does not always fit, although the spirit of valuing the speaker and suggesting options helps get to reasonable outcomes.
709	Discussing options for proceeding with a work project.
710	A staff member approached me to complain about someone else on the staff. I reflected back on what the staff had said. I asked how the staff would like to handle the situation. I offered the staff several options to deal with it in a constructive way.
718	Spoke with a new staff member - learned more on how to relate to this young member with the knowledge obtained and information shared.
719	We have many new families that are in the military, so giving them the opportunity to tell me what they are looking for and then telling them all we have to offer is a every week occurence.
733	I had a parent who was going to have problems paying. I asked her what the problem was and she told me that she was having car problems and the check she was going to use for her child care payment might have to go to her car now. I reflected my saying I understood because I recently had to put four new tires on my car to pass inspection that was not cheap and I also had to hold off on some payments. We talked about a payment plan and agreed on it. She was very gracious of my understanding and said it was nice to talk to someone that understands these problems. I learned from this that people fall on hard times and none of us our immune to it and it helps to work with the people on an arrangment rather than deny them and be rude.
738	test test
742	Dealing with a complaint/concern...asking how they could have been better served, what it was they had been looking for, and what could be done to make them feel better about the situation.
746	During an incident with an unknown lady that was going with the emergency squad, I interacted with a lady in the waiting room who needed to know if the person involved was who she was waiting for. At first, as staff we were thinking she didn't need to be involved and I realized by listening to her that she did, and it was the person she was waiting for. I facilitated getting the information she needed to know, rather than continuing to dismiss her.
750	I was aware that someone on my committee was threatened by me and it helped for me to use my new skills to listen better and make her feel more comfortable talking to me. I know I've come across too aggressive for many people and I'm practicing patience and asking open questions and letting others talk and paraphrasing so they know that I've listened to them and am trying to understand, which makes them feel more valued and not like I'm tellking them what to do.
756	I learned that everyone is different in how they interpret what you are doing. Sometimes it works and sometimes it doesn't. It just depends on the situation. I have found however, that I can actually get more information out of some people using the open ended question.
757	I found that two young mothers came in for a tour because a mutual friend told them how good our pre-school program was.
765	conversation with a staff member. I learned that they will often times come up with a solution themselves
776	I was able to gain more information from a colleague that was hesitant to try group fitness classes. They haven't been to my class yet, but they might show up to something soon. We had a good conversation, they wanted ideas and I delivered some suggestions that will get them started.
777	I have a client who has reached a plateau in his weight loss program. I listened to all of the actions he is taking that are no longer working. I then offered 3 new ideas for him to consider adding and/or changing in his program. He seemed happy to have fresh insight, which ultimately helps ones exercise attitude!
779	I was working through a situation with a supervisor and while they wanted to "fire" an employee for something, once I worked through different scenarios with him and worked through options rather than firing we were able to agree on a workable solution for that particular employee.
786	I was working with an elderly client. She was complaining that she wanted to loose some weight in her middle. I suggested some exercises and showed her how todo them and suggested she make an appointment with Laura in Wellness Works and explained what the program was and she did.
794	The most difficult thing to remember is to ask people if they want information. My job involves giving out lots of information and sometimes I forget to ask despite the training. Listen first has helped me to get a better idea of what information people really want to know. I feel like as a result, my tours of the facility have improved.
812	We were giving a scholarship award away to a family who could benefit. The family had a lot of questions about the YMCA and the free scholarship they were receiving. They did not speak very good English so there were also some language barriers taking place during this conversation which made listen first even more important. During the tour of the building the family had a lot of questions and were unsure about if they even wanted this free scholarship. After practicing my listen first skills during this meeting we were able to answer all the questions and concerns of the family as well as help them plan group exercise classes and activities at the YMCA that would be good for them.
813	On a pre-date evening out, my companion was telling me a lot about himself. I respnded with reflections and leading comments. I learned restraint -- just to let him talk and try to steer the conversation to a deeper level, but not taking it away from his total control.
815	I was involved in a pretty delicate conversation about a co-workers personal family activities. During this conversation I used all of the skills learned during the first workshop, and was aware that I was doing this. I learned that I am a pretty good communicator when I use these skills.
822	a potential member asked about our after school program and I used the skills learned in the workshop to speak to her
824	I work with beginning teachers (in another positon apart from the Y.) In working with these teachers I introduced some of the Active Listening skills I learned at our training. When the new teachers were sharing ideas among themselves, I suggested that they ask permission to give advice and that they share options for the suggestions they give.
825	In speaking with an upset program participant, reflections and summaries helped her to feel heard and understood. I was able to see what the real problem was so a solution could made.
827	When talking to Mentors and their mentees to resolve issues that they could not do alone.
828	I think when I used Listen First Skills with a member it helped both of us. I helped me listen more intently and the member basically blow off some steam and leave happy.
839	I was talking to a parent of one of my kids about a challenge her other child faces and what the y may offer to help her overcome it.
840	When talking with member who had a complaint about not having the old men's "clib" at Cleveland St. I did not interject an opinin. I listened for as long as he wanted to talk. He came around at the end to saying it has worked out fine. I think he just wanted to express his feelings and didn't want a solution. I provided no resistance or explanation, just an ear. I think he felt better about the situation as a result.
841	I recently took a gentleman on a tour of our building. He was a male, early 40's, looking to "get off hit butt" during his down time at work because he is a construction worker. I listend to his wants and needs, reflected, and was able to see his view. It was very successful and he was very appriciative.
845	GAVE 4 TOURS 11/19/08, ALL 4 FAMILY HEALTH SEEKERS JOINED OUR YMCA. THE OPEN QUESTIONS IS VERY EFFECTIVE AND THE HEALTH SEEKER REALLY APPRECIATES THE CARING AND CONCERNS, LISTENING TO THEIR NEEDS. WHAT I LEARNED, THESE SKILLS ARE GREAT FOR EVERYDAY LIFE WITH FRIENDS AND FAMILY RELATIONSHIPS, IT MAKES ME FEEL THAT I CAN HELP OUT , LISTENING TO MY LOVED ONES PROBLEMS, THANKS FOR MAKING THIS A MANDATORY WORK-SESSION. THE TEACHER WAS AWESOME AND VERY ENTHUSIASTIC IN TEACHING THIS VALUABLE TOOL.
853	I had a parent that was struggling with two small children, she felt she couldn't handle it any more. I ask her how we could help and we were able to do a couple of things different with our check-in system to make things easier for her.
865	I toured a community partner today at our program. In the past I tended to start by talking about what we offer; today I asked to talk more about what brought her here and used Listen First throughout the tour.
866	practice, practice, practice I have been honing my Listen First skills on a daily basis. I have found it incredibly important to refocus daily so that I am very conscious about using LF for all my interactions.
867	I have used this with a volunteer youth sports coach in trying to recruit them. It was obvious that they wanted to volunteer, but they weren't sure where or what. Through open ended questions and reflections I was able to guide them through making the decision to coach a youth team.
869	I was speaking with my son after school and I thought I would try practicing the Listen first skills. I asked my son a lot of open ended questions and tried not to influence his response with my facial expressions or the wording of my question. I tried to experiment with trying to show genuine interest in what he thought regardless of what my opinion or judgment of that was. I realize that when I show interest in his opinions, experiences and thoughts without judging or trying to influence him first that I can learn and understand much more about him and be able to empathize with him better and really help him more as a parent. I found it very difficult to just listen and get him talking so I can listen. I was able to understand some new things about my son and I feel I can help him better is some situations and we feel closer to each other when he knows that I care and that I'm interested in what he thinks and how he feels.
870	talking with family members regarding a difficult subject matter and realizing I could offer more help by using my listen first skills rather than immediately trying to solve the problem.
889	I learned that I don't know how to use LF skills effectively when dealing with a member conflict.
910	I always use the skills when talking to prospective members.
912	While giving a tour, I asked open ended questions to gauge what interest the Family had. In the conversaton, I learned that son liked basketball (so we got him signed up in YBA), mom liked to dance (Zumba), and dad liked to run outdoors (Mistletoe!). There was a new member that I talked to (different family) who liked to swim, but didn't like changing in front of others. So I introduced her to our family changing areas and so now she has the privacy she was looking for so that she can still swim!
914	I have really had the most opportunity to use Listen First when I am giving tours. I now feel like I am doing a lot more listening than talking. I only show potential members what they are interested in seeing. I ask a lot more open ending questions and give them options for their interests.
915	With a new member - What they wanted out of the YMCA for themselves and/or family.
918	One of the people I supervise was getting down on himself about his lack of assertiveness.After listening to what he had to say I asked him a few questions that made him think and realize that he was actually very assertive in his efforts to get ahead in his career and that his goals he had set for himself are ones that take a long time to achieve. What I learned about myself was that I am becoming a more compassionate person towards my co-workers self esteem.
923	I use the Listen First Steps each time I greet a new member I supervise and also when I give tours of the Wellness Center. First off… I greet them warmly by shaking their hands and identifying myself. I then ask them if they have any questions that I might help them with and I also ask them about their prior fitness experience. In the course of their conversation about what questions they may have, without sounding too geeky, reiterate what I have heard just to make sure that we are on the same page. Next I ask if I can make some suggestions that they might want to try before their initial ReadyFit appointment. Lastly, I let them know that we are hear for any questions they may have and encourage them to engage us if they have any questions or concerns.
924	I was trained as a mediator in college these skills were basic to that training, i have been able to over the years see an overall shift in how most people react to active listening skills, not so much in the summery or reflection but the actual response to the situation, most people appreciate thoughtful responses to inquires, most persons thru good questions can be the master of their own solutions. My role i have found is to facilitate that.
928	I use these skills very often when dealing with my children when they appear to be having trouble making decisions in regards to homework/playtime/computer time.
937	Just generally speaking, I think I am trying to listen more openly and not telling the person what I think they should do and offering options and make it their decision.
940	I was in a prospective group exercise class and talked with a member and was able to ask open ended questions and also was able to affirm the member.
945	The main thing I do is ask open-ended questions. I did so last night with one of my friend's girl-friends and the conversation seems to move smoothly.
951	When dealing with an upset couple at the lifefitness circuit I utilized my listen first skills to find out exactly why they felt that their workout was constanly being interupted by other members who in their opinion were not using the circuit in the manner it was intended to be used in. Through reflection and offering to talk to the members who upset them the situation was made slightly better. Follow up was needed the next time they came in with further listening to make sure they did indeed feel their complaint was heard and addressed and it seems that for the time being they do feel better about the situation. I learned through the situation that sometimes what we as staff perceive one way our members perceive another and we need to try to view issues like that through their eyes.
956	My family member needed emergency surgery and we were out of town. I used Listen First to gather information from the emergency medical providers, relay information to the primary care givers in another state to help us make medical decisions.
957	Used in a situation while cleaning in bathroom. A lady was concerned about somebody using phone in bathroom.
958	I really use it all the time. In most conversations family or work. I think it's great and I communicate much better.
959	I had a parent call with a few complaint about a school closing due to inclimate weather. I listened carefully to identify the problems and reflected back to him what I perceived his concerns to be. He relaxed a bit because I understood his frustration. Then I assured him we would follow up on the things we could, and explained the things we had no control over (the individual schools' policies). I summarized the resolution to the individual concerns and I believe that he felt much better about the situation when we hung up.
960	MY TOURS HAVE BEEN VERY AFFECTIVE WITH HELPING OUT HEALTH SEEKERS. OPEN QUESTIONS AND SUMMARIZING HELP ME WITH TAKING CARE OF THEIR NEEDS. LISTENING FIRST TECHNIQUES HAS HELPED ME WITH MY INTUITIONAL SKILLS.
966	A parent came in to my office concerned with a policy in our child watch. I asked the parent to describe the situation and what she expected. I affirmed her concern and let her know the 3 things I was going to do to correct the situation, asking if she felt that was appropriate.
970	I discovered that in my position, I had already been using many of the Listen First skills (without even knowing it). Having a formal workshop enabled me to expand on these skills and techniques.
971	UI have used these skills with vendor to make sure that they aren't trying to take advantage of a situation, it also helps with heklping totally understanding situations.
972	I had a member that was upset about an unpaid balance then cancelation of his membership. I asked him open ended questions which pertained to his family membership that bought me some time to look him up in the computer. I was able to reflect to his answers and affirm how wonderful it is to see him concerned about the health of his family. At that point he was relaxed enough that I was able to share information and give suggestions who could solve his problem. He left our center more content than when he walked in.
974	I had a situation with an employee who was going through a difficult time and was considering leaving the YMCA. Before Listen First, I think that I would have been much less inclined to probe further into what was going on with her and would have simply accepted her resignation. As it turns out, she did not really want to leave the YMCA and we were able to reach a compromise that will work for her situation and allow us to keep her on staff.
980	Listen First Skills were helpful when discussing staff situations in Kids Korner, It helped me to acquire more information from staff, addressing member concerns. It forces me to listen more carefully to answers.
982	While interviewing a prospective member we discussed what they were looking for in a membership and what their needs and wants were. We also talked about what would make them feel successful in their quest to become healthier.
986	an employee at Wegmans was inquiring about the Y and asked me some questions about the difference between us and other fitness places and I had a small window to talk to her as she was my cashier and I had to get as much info as possibe in a short amount of time. She will be in on the first of Jan to join and I learned it did not have to be a long drawn out affair to get someone to opem up about what they want. I learned I could do this in under 10 minutes.
996	I choose not to
997	A member that hasn't used her membership much since joining...I tried to listen to the barriers she has experienced and offer some solutions. It was difficult to ask open questions and reflect...it will take practice
1006	In trying to help an employee better their performance, I used listen first to try to get to the issue at hand. As it turns out the employee was not unaware of what needed to be done, but he expressed to me that the reason he often does an incomplete job is because he feels so much pressure to do things fast, as opposed to correctly. We figured out that motivation is not the problem as I had originally thought. In having this conversation I learned that I sometimes convey a sense of urgency just in the way that I speak to an employee or co-worker. I do this not by asking that things get done fast, but just by moving at a fast pace or even by cutting a conversation short. This conversation actually helped me to find out something I could do to be a more effective supervisor.
1010	In dealing with an unhappy member it was a very positive experience to not only diffuse their anger but to help them reach a mutual solution on their own. By simply listening I was able to better help them take ownership of the situation and I got to actually hear them work through the problem themself without even having to offer options. In dealing with a prospective member, it became evident that the Listen First skill of reflection can clear up any miscommunication-especially if you are talking to someone who speaks English as a second language. Instead of struggling or "trying harder" to make myself clear, it was much more productive to "listen better" instead. It created a better opportunity for each of us to understand each other by communicating caring. Once I started doing it, so did they.
1013	I have used these skills on a Parent who was not satisfied with the way a program was being handled. I was able to reflect and summarize what she was saying and offer some different options to resolve the situation. I learned that I have a more in depth conversation with upset parents and I am able to help them calm done as well.
1020	I used these skills with a potential new member that had left the YMCA as member when she fell in the parking lot and was injured. She left knowing that she needed a medical form to return as a member and tried to come back on January 1st without a medical note. I listen to her side of the situation and then confirmed what she said. gave her three options. Then she chose to bring back in a note from her doctor and we would hold her membership.
1026	A parent comes in asking for information on day care when they really want is the after school program. I have learned to ask the age of the child that lets me know what they are actually looking for.
1028	A member was not given paperwork for her child to participate in funclub. She registered her child and questioned why there was no paperwork involved. The staff person dealing with this member clearly was not listening. To her dismay, she was informed the following day her child could not attend without paperwork. I apologized and we hand delivered it to her.
1037	N/A
1043	listening to our new members and what they thought of the pool and if they felt there needed to be any changes to the pool schedule, i.e. lap swim time vs water walker times
1053	using listen first skilsl with my students is helpful in the sense of when they are upset. Sometimes what you think they are upset about isn't really the issue. Using open ended questions, reflecting, summarizing and offering suggestions is helpful. Letting the students have a voice is important.
1055	Using open ended questions, summaries and affirmations during staff 90 day appraisals. I've realized in the right situation Listen First techniques are natural and benefical.
1058	I met with a board member who had some ideas and concerns for the branch. During this conversation, I listened to her ideas and concerns, reflected her thought back to her and came to a mutual understanding after summarizing the conversation. It was a great experience. I learned that I get a much better understanding of peoples needs if I ask questions and reflect back what I think I heard.
1059	I recently conducted an engagement interview with a Mother and Daughter. Through using Listen First I was able to dig deeper into what their wants, needs, and interests were and they opened up about a literal concern over their health if they both did not lose a substantial amount of weight. This was my first experience where it was not just " I want to lose weight" but more "I don't know what's going to happen if I don't do something about this." The key LF skills I used in this conversation were reflection and affirmation - especially affirmation..."I'm glad you came in...I really think we can work with you on some options."
1061	A new member was talking to me about what she had been doing at the Y, and I had the opportunity to offer her some alternatives after she shared her concern regarding lack of time.
1062	I am both a teacher and a participant in classes. I sometimes get "caught" listening to other students complain about a teacher and I have to purposely ask open questions, summarize and reflect back what I hear.
1063	To help a pregnant woman find child care and also to discuss options for membership activities so that she can lose weight once the baby is born.
1064	I had a memeber complain about a water fitness Instrutor. I made a point of listening to the complaint and summarizing the complaint to make sure i had it right and came to a conclusion that made the woman happy
1065	I used it with a member recently to address a complaint and she walked away satisfied and comfortable with the conclusion we were able to come to.
1066	In giving tours to our new members.
1068	I have used my listen first skils with staff in the child care center. When they came to me with a problem I asked them what they would normally do in this type of situation. I found they actually knew the answer and didn't need me to tell them what to do. Besides using my listen first skills during interviews with prospective and current members, I have found myself using them often at home with my daughter. She has come to me asking me to make decisions for her. I now respond with "what do you think you should do?" or "how do you feel about that?" Most of the time she will eventually come up with the right decision herself. Using more open ended questions has made me aware that I frequently try to find the solution for people instead of helping them find the answer themselves.
1070	Listen to a member complain how busy it is try and offer suggestions, ask what they like to do give positive feedback, stay positive.
1071	I used these skills while working with my teenage gymnasts and I've learned that is really is the only way to talk with these kids successfully!
1077	Used it w/a member that was isgned up for a readyfit appointment had no clue what it was- asked about his interests and wants and found out he had no interest in RF.
1081	I used listen first when talking to a parent about the next level of swim lessons their child should attend. After this occurence, i felt accomplished.
1084	A parent was inquiring about preschool for his daughter. I allowed him to ask the questions he had, invited him into the room to look around. He said his wife would probably make a decision about the school they chose, so I suggested that his wife could come to observe the class if she wanted. I gave him a packet of information that would allow him to read about our program at home.
1085	While giving a tour, I used listen first to find out the family was interested in meeting new friends as they were from out of town.
1091	A young man came into the facility and was telling me that there was a group of Boys going to jump him..So I called the police and they came to follow up with the young man. I listen too his concerns and repeated them back.
1092	Talking with a perspective member, I found he had rheumatoid arthritis and needed to do something to retain some flexibility in his joints. I learned how he had surgeries to fuse his wrists and ankles and offered suggestions on how he might do water exercise classes and possibly some silver sneakers classes. he had never tried "group ex" classes before but thought he might try them. He was glad I took the time to learn about his illness and offer suggestions of something he hadn't thought of ever trying.
1094	A parent and child came up into the wellness center thinking that they could work out together up there. But the child was to young, they did not know of the age limit. I explained that rule we had but then I was quick to share that the track times for kids as well as give them other options such as the pool, the gym and tween center. I took them down when they showed interest in the tween center. The child fell in love with the tween center, the mother was so happy he was happy and she got to work out as well. It was a happy ending because I didn't just say no I was this is the situation, here's what I can offer you. : )
1100	When Talking to parents open ended questions help to see their perspective more clearly. Providing helpful suggestions have helped me become closer with some of the parents. This makes me feel that I hacan have a greater positive impact on some of the children.
1101	A parent and I were able to work out a plan to rectify a situation between two of the kids so it would not happen again in the future. I learned to ask for and take the help of some of the parents in my program.
1105	When we read the journals that we have the kids write in every day.
1110	I had a conversation with a parent whose child told me that they can't read too well. I asked a lot of open ended questions and it got us ( me and the parent) a long way into the conversation.
1114	A prospective member could not answer a question "What are you interested in?" because they said they didn't know what we offered. I said to pretend we offered everything, what would you be interested in?
1115	A first time member was nervous and we sat down, I listened, we collabrated, made a few suggestions, affirmed her and ended up making a follow-up appointment to make sure the ball was rolling.
1117	I made it a point to talk to a member whom I haven't seen in awhile and he was complimenting one of our instructors because he liked her personality. After asking open ended questions and summarizing what he was saying, he realized that she was helping him a lot and ended up signing up for another program with her.
1122	A member was feeling frustrated about not being able to perform the exercises as easily as he thought he should. I used open ended questions to figure out exactly what he was concerned with and gave him a few options to improve his strength in a certain area. I did not learn anything about myself in this experience
1123	During an initial appointment I find I use my skills the most. Also when fielding questions from members about the Y and equipment.
1128	I think using it when dealing with staff i supervise if very helpful. It has been a challenge for me to remember to use the skills at times, but i feel difficult conversations are better had when conversations are collaborative. I wish I would use the skills more because when they are used with your subordinative staff, you not only learn about how they can handle situations better, but also how you can handle situations better.
1129	When listening to a member complaint I reiterated the specifics and asked them for suggestions on correcting the problem.
1131	i was talking to a new member and took time to ask some open ended questions and he was able to share with me that he had battled serious illness and I felt a real connection to him i wouldn't have without Listen First Skills.
1134	These skills work especially well with my staff; I'm able to get the whole story before making any judgements. Also, the staff person is more involved in their growth and development. Before training volunteers for our upcoming campaign, I asked two opened two open ended questions and before I knew it the info they shared tied in to my entire training and at the end they left informed, energized and ready to tell the story. When talking with members about their health & wellness goals..I am able to get them to design a progam that works for them and they will commit to vs me just telling them what they should do. I know they will be more successful.
1135	Used these skills while conducting an interview for a prospective employee. Really listening carefully to what the candidate had to say kept me more focused throughout the process (multiple candidates in one day) and helped me to ask better follow-up questions. I felt like I was able to get to know the candidates on a deeper level. I know I still have to tell myself to use these skills so it's not automatic yet. I do find it's getting easier.
1137	I find that folks are much more responsive when using the skills. For example, last week I gave a tour to a gal and really honed in on what she wanted and what her interests were, I did not do all the "extras" that she did not need. In two days, she was back with her husband and was impressed that I had remembered so much about them and their needs. Made them feel very wanted in our facility.
1138	While listening to a concern of a co worker, using reflective statements and open-ended questions, I was able to help her see the solution was within her capabilities.
1141	I spoke to a member who was upset about someone using their cell phone and speaking loudly when working out. Applying Listen First skills I reduced her stress level. She came up with a solution and with her permission we implemented it immediately.
1147	I was talking with a member that had a concern.I repeated their concern back to themwhich made them feel that I was listening to them.I let them know that I would try to take care of their concern, and then I called them the next day to let them know the results.
1148	A new member was upset because he was unable to get personal training started. I asked if he had left his name and phone number to be contacted. He said he had called several times but did not leave a message. I explained that without his name and number the trainers would have no way of knowing that he had a need assistance. I asked if he had any physical related problems. After listening to his history, I was able to tell him who he needed to see and got his name and number so our trainer could get in touch with him. I learned by listening and asking questions I was able to convince him that by leaving his name and number he would be able to get the help that he was wanting.
1149	I try to find out when giving a tour of the Y when is the time they would generally use the Y and inform them of what is available to them at that time.
1151	I had a couple ask to speak with me in private. The situation was that leading back to the economy and about his job loss. He had tears in his eyes and I could tell they would both benefit from what our YMCA had to offer. I invited them to fill out a scholarship application and reminded them that we have special funds just for situations like this. They had nothing to be embarrassed or ashamed with the feelings they were experiencing. He left with a smile on his face and knew our conversation was that of strict confidence and that he could part of our family, job or no job. I learned that everyone is affected by someone or something and that I was able to make a difference in his life that one day, for just he and his wife.
1158	I have found Listen First Skills very helpful in helping to resolve member complaints.
1164	I think that I had these "skills" prior to this training. It's difficult for me to consider this training since all of these skills are really just common sense, for most. You either get it, or you don't.
1166	In talking with a volunteer, I listened, asked open questions, then reflected their words. The volunteer responded favorably. (Past experiences with this volunteer would normally have resulted in more of an argument, but the listen first skills resulted in a positive interaction with a challenging person!)
1169	When interviewing for a position I used the listen first skills. I read the answers to the interview questions and listen to the gentleman's reason behind the answers he gave and reflected back the oppropriate response I wanted to hear.
1172	I took a prospective member on a tour and by using my listen first skills I helped them find out that they were not only interested in the pool but other areas of the YMCA like the wellness center. I noticed the members hesitation to this area so when we walked around I asked open ended questions and found that the hesitation was because they were unsure of how to use the machines. I then mentioned that we have readyfit coached that can show the member how to use the machines. Through our conversation and my listen first skills this prospective member joined and also set up a ready fit appointment to learn how to use the equipment. So now instead of only using the pool at the YMCA they will also be using the wellness center.
1174	I have realized that I sometimes begin thinking of what I'm going to reply, instead of totally listening first. Especially in situations that are of sensitive subjects. I have really been making an effort to block out my thoughts and just listen, then reply.
1175	I just notice that I am more intentional about using the skills. I recognize when someone is using them on me as well.
1178	I had a complaint from a member and I used my listen first to resolve the situation.
1184	I met a couple on January first, and of course, because it was so busy, or conversation was rather harried. Theyc ontacted me and set up a meeting this week. I found out much more information regarding their wants needs and interests using my listen first skills. Kate has Parkinsons and by delving deeper I discovered that she is very afraid she is going tohurt herself. We were able to decide to set her up with one of the PT's so she can fell like she is the getting one on one attention. Her husband is happily scheduled for a RF app't so he can get started, as well.
1188	I use summaries when talking to members and verifying what they are looking for
1195	When a member discussed with me that her son disliked soccer we talked with him and discovered that he loved soccer but is uncomfortable with the protective gear. Wewere able to come to this conclusion by asking open ended questions.
1209	Talking with a current member who was not used to susing the exercise equipment and said she was thinking about not going upstairs to use them. I suggested she sign up for ready fit and told her that the coaches would work with her. I learned that if you listen to people you can learn maybe help them with some suggestions.
1212	I need to Listen First!
1216	It's part of my nature and personality to use these skills.
1221	I was able to help family members find a suitable compromise to a disagreement while also helping the realy upset family members see both sides of the problem. This situation made me again realize how useful the Listen First skills are in everyday life.
1222	With co-workers balancing hours being worked between the 2 jobs they hold. With potential members deciding they want a family or single memebership.
1231	I recently conducted trainings with Child Care Staff and at the meetings we discussed how to discuss children's needs with the parents. I asked them how they would open up the conversations with the parents. They would give me the questions and then I would ask them the question and ask them how they think the parent would feel based on their question. They opened up more and learned how to have a listen first conversation with the parent that was having a hard situation with their child.
1232	A member who had taken my class asked if there was a modified way of doing an execise using a resista-ball. I asked specifically what would be the reason to modify the exercise. She told me becaue of the stress she feels in her lower back. I then repeated back to her what she told me. I then offered to her few different options/alternatives to decrease the discomfort of the exercise she enjoyed doing!
1254	when i am gaurding there is ussualy this couple that comes in and we get in a conversations. they ask about how my school year is going and things like that. and i have learned how to have a long but well conversations while using my listen first skills
1259	A Y member cmae in and wanted to know what she needed to do to work out her abs,legs, and back. So I used my skills to make sure I heard her and when I did she gave me a smile and thank me for listening to her.
1260	During the January rush I had to give a tour to an potential member that had many physical issues due to a recent car accident. By using the skills learned in the class I was able to provide a listening ear to a man that was despirate for attention. He did wind up joining!
1261	A member expressed her concern to me regarding the steam room. She said that it was too hot, it was burning her skin, and the handle on the door was also too hot, making it hard for people to exit. I listended very carefully, asked questions to find out if she knew of anyone else that felt the same way, asked how long had this been going on, and if she had reported it already. I also repeated everything back to her to make sure I had understood everything before I reported back to my supervisor. I took everything she said immediately back to my supervisor, who corrected the problem right away.
1268	When doing tours I consistantly ask open ended questions and always offer options and variations for each program
1272	I have talked with several parents about their concerns for their children. I was careful to listen to their ideas of how to solve a problem, repeated them back, and gave them affirmations for their involvement.
1285	Everyday when giving members and future members tours of our YMCA. I make sure I spend more time explaining/informing the member about the areas that they seem most interested in.
1288	my mother n law was inquiring about joining the ymca. she has bad knees and she was concerned that she couldn't do many exercises. i gave her different options about things she could do.
1290	Just last night there was a member that was complaining about parents parking cars in the front of the building to pick up their child and leaving the car running and/or unattended. She was upset and I let her talk,then repeated the problem she had and advised her I understood her concerns and thank her for her concerns for all our members walking into our building. This was a danger to anyone walking in or out of our facility. Advised her we will let the director know for corrections. She thank me for really listening to what she needed to say and could tell that I really heard her.
1301	I had to speak to a parent about their child's behavior and I learned that it is good to ask questions about what is going on in their lives before making any assumptions. It turned out that the child had a major upheaval recently and that explained the unusual behavior problems we saw that day.
1304	While helping a new member go through the registration and sign-in procedure, I asked several open-ended questions. I also summarized everything we went over before they left.
1307	A parent had a complaint about a certain situation. I said that I understand your point of view and asked an open ended question if there were ways that we may be able to resolve the situation
1319	Story of handicapped boy who is receiving financial assistance. This was used in recruiting solicitors for Partner with Youth campaign.
1322	Working out a specific issue with a co-worker. Letting them finish sentences, reflecting, and being open.
1323	The biggest "aha!" for me was realizing that I use the skills more frequently than I thought. It has been very helpful to have the support of other co-workers who can help me by pointing out when I use the skills. Having "Listen First" be part of our weekly management meetings has also helped our group with keeping LF on the forefront of our minds. I have learned that these skills really do help people. It's amazing how heard people feel when you simply reflect what they've said. Being able to have people feel heard, makes me feel better about the conversations I am having with people.
1327	Sandy-young women (mother of two)just finished several weeks of Chemo for leukemia-very discouraged but determined to regain her health-basically, the situation required listening and encouragement-
1358	Many of my staff are under presure due to high expectations. The come to me with concerns and complaints. Listen First has helped me settle them down and look at things in a more possitive manor.
1360	Listening to a member reguarding her boyfriend taking advantage of her.
1366	I used listen first to diffuse a complaint from a coach concerning playing tim for one of his players.
1414	Listening to what they want from the YMCA just sitting behind the front desk you can listen to what the person is asking for without being involved in the conversation and observing on how to handle the conversation. For me personally is listening to their story or stories, not telling mine.
1425	One of the members is struggling with losing weight and is participating in a program at the Y. She shared her frustrastion and I asked if I could give her a few pointers along the way. She listened and thought some of the ideas were helpful and thanked me for listening and taking the time to share with her. I tend to give advice before asking, so the Listen First class helped me become more aware of it so I can improve in this area.
1439	I am filling this out the next day of work shop two. I have not had a lot of situations. I feel I really got it after the 2nd workshop. I felt more secure.
1440	I work with Kindergarden and listen first helped me to not only focus on thier commucation skill development but my own. I used the reflection many times when I work with kids by asking them to repeat what I say. I had a child who has her hands on many times in the day. I would teach her to ask how the other person felt when she did that. I would also have her repeat to me how the child felt. This helped her to understand what she was doing.
1443	In recruiting a volunteer, I asked many open ended questions in order to determine if this would be a good fit. I found that I listen best when I make a conscious choice, before the conversation begins, that I will be a listener and learner while interacting with this person.
1454	I have learned not to judge. A woman came in to take a tour. During my interview I noticed how overweight she was and in my mind "assumed" she was inactive. By asking open ended questions I discovered that she had been a tae kwon do instructor but needed surgery and this put her out of commission for a few years. She desperately wanted to get back into what she was familiar with. She had no interest in anything else. By asking if I could share some information with her she discovered a whole other world at the Y. She had been assuming that all you could do in the pool was laps or participate in a senior class. She was delighted to hear about the hydro riders. She also didn't know we offered such a variety of yoga classes. I also showed her how to use the handbook as a tool to see what else was out there. I told her that there are a lot of "us" out there meaning health seekers. We have gotten away from our routine workout and need some type of motivation to get back into it. She left feeling better about her self and not focusing totally on tae kwon do. As a bonus, I also mentioned the Camp Arrowhead facility and what a perk it was to her Y membership.
1455	Everytime I hire a new staff member I use my listen first skills while I am learning about the new employee. Through that experience I have learned that because of ther listen first I can become more informed.
1456	I use listen first skill when training new staff. By asking them open ended questions they seem to better understand what is required of the position and the mission of the YMCA, as well as learning how to use the skills by following my example.
1460	I was working out in the Wellness Center and a member approached me and asked if she could show me an exercise. After she did, we began to talk about our workouts. I was able to learn what she is trying to accomplish in her workouts and was able to recommend a class. She took the class and loved it. I learned that even though I work in the back office and not in a program I am still able to engage with a member about working out because it is something that I believe in.
1461	I used all of my Listen First Skills during an interview /tour with a new member. I asked many open ended questions about her past fitness activities. I asked about her family and their interests and then I reflected them back to her and summarized at the end. I also affirmed her efforts to help out with her grandchildren and elderly mother.
1463	I used my listen first skills when talking with a member during a weight room orientation. I was able to help her understand what might have kept her from being successful in meeting her weight loss goals in the past. I used open questions and reflective statements to allow her to draw her own conclusions, then I made two suggestions that could be useful in achieving her goals.
1464	I had a staff come with a complaint about another staff. I was able to ask open questions and summarize a number of times to get the person to narrow their real needs, I then ask permission to offer a few options for next steps. They ask questions of my options and choose the one they thought they could use to resolve the issue.
1467	I had to sub for a spin class and before class I asked the participants what kind of class they would like to have that day. I offered them either a high intensity calorie burn, interval w/high fat burn or sculpting. They responded and I summarized their response and repeated it back to them. We proceeded w/class as they had requested. We had a great class and everyone stated their high level of satisfaction when leaving. We are here to serve our members, not ourselves. This experience reminded me that members have different expectations then we assume they do at times. It's important to ask them what their expectations are and try to meet them within reason.
1479	I think about using it most when showing people around the facility. In general I've notice how I tend to use a lot of closed questions.
1481	THIS LADDY COMES TO THE TREE HOUSE AND TELL ME TO TAKE OFF THE BABY SNOW SUIT AND I DID TAKE IT OFF AND THE BABY KEEP ON CRYING AND SOME ONE STAFF WENT TO GET HIS MOM AND I JUST PUT HIS SNOW SUIT ON HIM AND HIS MOM TOLD ME THAT I DID NOT TAKE IT OFF OF HIM BUT I DID TAKE OFF OF HIM AND THE MOM TOLD ME THAT SHE WAS A SINGLE MOTHER.
1503	A member was quite discouraged because she had not been able to be at the Aqua Aerobics class due to having surgery and recovery. Another member and I affirmed her commitment to the class in the past and the fact that she would find that she would be able to return to her previous level of exercise sooner than she might realize because of her history. This encouragement seemed to calm her fears and give her hope and pride in her abilities.
1523	Talking to a parent about a complaint. I helped analize the situation with open ended questions. Then I summarized to let them know I understand their concern.
1526	I used what I learned to extract information about an issue concerning the autoscubber.
1532	Talking with a parent during my youth fitness class, I listened to her comment on the time of class and how she felt about her two younger sons getting involved and how that made her and her kids feel
1563	Listen First was a very good reminder of how to talk with people throughout our Y. It takes time and energy to impliment and I am more conscious of my conversations
1566	I had a participant ask if a program was for their child and started asking more questions to find out if this was something their child would be successful in. I feel I typically ask questions in situations like this so I wouldn't say I learned a lot about myself. I would say that I have been more aware of the steps in conversation as I've been through these trainings.
1579	A member wanted an alternative to learning the Fit Linx equipment. I offered 2 or 3 other options. I learned that it felt good to let someone choose their own workout plan.
1580	i was engaging in a conversation with my sister and i pretty much used all of the listen first skills that were learned
1590	When a parent was expressing concerns about her son's behavior, I used "reflections" and summaries to repeat to her what she would like us to do and make sure I remembered everything. she seemed to appreciate it.
1605	I am always talking to people about the benefits of exercise and trying to get people to at least commit to walking or leading a healthy life style. I have many friends to ask my opinion or advise on exercise and I just use that chance to talk to them about what they may currently be doing or other ways to perhaps commit to exercise as a lifestyle and not a fad diet program.
1606	When it came to talking to someone on what they should do to become stronger and the sense of working out, etc.
1617	Discussing a member's workout routine and through some open ended questions discovered that he credits the Y for his improved health. A year ago he had trouble walking due to rheumatoid arthritis, neuropathy back pain. However after using the services of a Y personal trainer and using the program she outlined for him he is able to walk without a brace and is not in the pain he had previously.
1619	In my classes, I arrive early and put out chairs. I also take several short breaks during the class. This encourages class participants to make conversation amongst themselves. I try to stay out of the class participants' conversations so that they continue to develop relationships amongst themselves. I like feeling like a facilitator, rather than an "authority". I do make brief conversation with class participants as they arrive and as they leave, to help them feel welcome, and appreciated. I used to think I was supposed to do most of the talking. I now realize that social connections with fellow participants keeps people coming back at least as much, or even more than, the actual class.
1620	Askingf open ended questions gives you a much better response.
1640	I learned how to ask permission to inquire about a child's interest in discussing a situation that came up where the child got into trouble and was suspended for two days. I learned that children feel comfortable with someone who gives them permission to discuss or not discuss certain things. Especially important is the ability to allow the freedom to speak about things at a later date if the person so chooses.
1651	I have used open ended questions with family members to encourage more connection. I've learned that I tend to offer a solution rather than ask questions to get them to get their own solution. Listen first skills have made me more aware of my lack of awareness.
1660	I was talking with one of my staff and that person was late and I refreased what thay were trying to explane to me was the reason thay were late and come to find out I was wrong on what thay were trying to say,but all is beter now.
1664	Listen first skills helped me understand an injury more specifically and allowed me with permission to offer postures to help with the injury.It also allowed for follow up with e-mail.
1666	I recently struck up a conversation with a gentlemen who was considering membership. He was really a comedian and really didn't get to why he wanted to join. By a series of open-ended questions and affirmations, he finally stated that he was overweight, his sugar level was up and he needed medication, his doctor told him to exercise, and he wanted to feel better and not take any medication to solve his problem. I asked him if I could give him some suggestions on how to work on all of the above and he said yes. I then proceeded to tell him all the benefits of the YMCA and that all members get the Commit to be Fit program for free. I then told him that this would put him on the right track and get him started in the right direction. He thanked me with a smile and signed up and set up his first appointment.
1668	Used open-ended questions to get a meeting on track and successfully move the meeting along to concrete go-forward steps.
1669	After subbing a class I went up to a member and asked them what they thought of the class and they said the class was great, but the ventilation was very bad. You're having a problem with the ventilation system/air flow and she said yes and explained it was way to hot in there and a friend almost passed out last week, it was not safe even with the door opened. I told her that I found out that when the lights are off that it turns the ventailation system off and of course while the lights are on it flows, but I told her that I agree that it should be going at all times whether lights are on or off and since my superivsor was standing there we all talked about different ways we can suggest to management about this problem. I told her that I appreciate the feedback, for it was important matter for the safety for all and we will try and get something done, but not to stop telling us about that or any other things that might be right or wrong.
1673	its hard to pin-point on, but most of it is the same with hel;ping members figure out what they need to do to reach their goals. i remember one lady who is doing the biggest winner, her goal seemed unrealistic until i broke it down for her and helpped her realize that its only 2 pounds a week, so it is possible. she left so releaved.
1680	My main experience was with my friend. She needed to blow steam and I happend to be there to take it. With my Listen First I made her feel like I was consered with what she was going through, which I was. But it made it so I understood her better.
1694	A potential member came in to the office and asked for a tour. I found out that they were interested in using the small pool for open exercise and yoga classes. I used an open question to get this information.
1707	Members joined a nutrition and personal training group. After 8-weeks of opened ended questions, the memembers really got to know eachother. They decided to stay as a group by signing up for group training.
1712	I offered a current member information about a service that our YMCA provides. She used the service to make her use of the YMCA more convenient and beneficial to her and her family. I have become more aware of members' needs and concerns at the YMCA and was comfortable offering helpful information when I observed a perceived need by a member.
1715	I've learned to really step back and slow down you people approach me with questions or I see an opportunity to help someone, including family members. I take more time and don't rush through conversations and offer advice so quickly.
1716	In speaking with another staff, friend, I implemented the listen first skills and realized how I'm not as good of a listener as I thought I was. It made me more aware of my role in a conversation and that I need to speak less and truely listen more (in all areas of my life).
1742	Talking with new members about their satisfaction I learned that I enjoy being helpful and sometimes don't take the time.
1747	In dealing with a member's complaint, I reflected back to her things she mentioned ("no one told me about this" and "your policy is not serving me well", etc.)I summarized what I thought what she might need. I offered her a solution, which was acceptable to her. I learned that each interaction is unique. A strict, "textbook" application of the skills may not always be appropriate. In most cases,though, the Listen First skills are a great framework from which to work. When one really listens, one understands the intuitive, practical nature of the skills.
1748	I spoke with a former member who was angry about being asked to pay an old outstanding balance in order to reinstate her membership. First I asked her open ended questions about her feelings regarding rejoining, and I praised her interest and efforts. Then I asked her if I could explain our policies regarding missed membership payments and how they impact our organization. Once I explained, I gave her several different options for how to take care of her balance and get started on the right foot. Once she understood where we were coming from, AND that she was valued and appreciated as a member, she was much more amenable to discussing repayment options to take care of her previous payment issues. She's now back enjoying the Y and has expressed thanks for our flexibility. I found that having a communication "plan" for myself entering the conversation helped me to be calm, appreciate her perspective and recognize that our conversation would directly impact her feelings about how much the Y does or doesn't value her. My goal moved from just "solving the problem" to making her feel respected and included in the problem solving process.
1752	A fellow emplayee was sharing her frustration with the listen first workshops, and I affirmed her displeasure.
1760	A member's wallet and belongings had been stolen and he was furious. He was being very disrespectful but when he realized that I was being polite, patient, considerate, and that I listened to him without interrupting and was actually hearing him and his problem he calmed down and luckly didn't cancel.
1761	Using listen first skills in a conversation with staff I supervise, it has been very helpful with reminding me to use open ended questions, when dealing with daily situations, putting the ownership with the staff,using their ideas. Summarizing, making sure everyone understands the situations. We did go to a new sub procedure, making the staff more responsible for their designated hours, which came about through open-ended converstions.
1762	I have consistently used Listen First skills during my project connects. It helps in keeping the conversation going and learning more about our members.
1763	A member had a concern about the updating of our cardio equipment and I listened to her concerns asked many open ended questions, reflected and summarized to be sure I understood all her concerns regarding the new equipment. I knew that I wasn't able to bring the old equipment back, but left messages with the appropriate staff that could help her. She decided that she was interested in purchasing the elipticle machine. We were able to track down where the machine was and followed up with a phone call and when she came in to let her know what we found out. She was very happy with the service and follow through she received.
1766	A late parent had a concern with her child attending her 1st KDO, her payment for KDO and Happy Joe's fundraiser sign up during the group transition to leave for a field trip.
1778	A staff member shared with me his ambivalence about retiring this year. He wants to continue to work but feels that his medical challenges will not allow him to do so. I used strategies of reflections, open questions and affirmations.
1782	A staff member was upset about an interaction that occured and I defiantly used my listen First skills to sumerize what he felt. I learned that by just sumerizing it allowed for him to move through his experience and allowed me tomove through my day.
1783	I found that asking (consciously)open questions led to better dialouge.The former resident was nervous about a new neighbor who he thought was upset about music he had played.
1784	I found that asking (consciously)open questions led to better dialouge.The former resident was nervous about a new neighbor who he thought was upset about music he had played.
1786	I found that asking (consciously)open questions led to better dialouge.The former resident was nervous about a new neighbor who he thought was upset about music he had played.
1791	I used my Listen First Skills when talking to a parent about the behavior of their child. I learned how to better understand what they want.
1803	Recently, through digesting Member Focused Data results I found the need to contact a member which is not that happy here. Through using the skills I could better listen to what the member was saying instead of trying to defend what I feel we do so well here. I'm not sure I could have handled this situation or future situations in an effective and postiive way without Listen First training.
1804	It is my nature to want to try and "fix". I have been trying very consciously to ask permission before sharing my thoughts. This is hard for me! But I see people giving me the "nod" when they see/hear me asking permission.
1810	I used it when one of the parents I was speaking with had a concern about her daughter and the program.
1822	I had a member in my office with a complaint. I was able to utilize all of the LF skills and believe teh outcome of the visit was better than normal.
1823	I used these skills when talking with a concerned parent worried about Swine Flu. I let her tell me abouther worries, reflected back what i thought I heard, allowed her to clarify for me. I asked if I could suggest some things which might allay her fears, then shared them with her.
1825	During a teacher /parent conference the parent and I spoke about the child growth in the classroom along with observations about that child. The parent shared information about their child. The information included how the child uses information that he learned at school at home.
1827	This morning a member called and shared her concerns about the cleaning schedule at the branch. She was worried with the high number of dangerous flu strains that there was a great potential of outbreak in a large facility like ours. I allowed the member to voice her concern, reflected back her concerns to her and followed by telling her that the staff also shares the concern. I let he know that although we maintain our cleanliness at the highest level, I would still speak with maintenance regarding the matter to ensure we are doing all we can.
1828	Recently used with the staff who did not follow instruction and procedure. it helped me in making employee to acccept important of these procedure by using her input.
1833	Listen First really helps understand more about the people you are listening to. It makes them feel as though you really care about what they are saying.
1837	Some members expressed positive statements in how they regarded the University Family YMCA's environment. Doing so, and because they were willing to explain, I listened to them and expressed how great it was to hear how the Y has positively impacts them. What I am learning is that it is important to validate people's experiences, among other things, so they know they are being heard and treated with respect.
1842	A fellow worker suddenly became agitated and began lashing out to other co-workers, and so I asked her open-ended question and it gave her time to reflect on the situation and see how she was acting.
1843	I actually just had a conversation with my second in command about an incident that occured yesterday. I listened to his story, summerized it, and then asked him if he felt he handled it correctly. After listening to all he said, I then supplied alternative actions he could have executed to better handle the situation. Then we came to an agreement on how to move forward in the future.
1845	An employee repeadedly disregarded my instructions. Turns out he thought he had the right to "interpert", truly thought it was no big deal, and didn't think through the ramifications. It took alot of follow up questions--asking the employee about potential consquences and offering him the opportunity for a better solution--for which there was none. In the end, he agreed with and understood my reasons for the instructions as provided.
1852	I have been using the listen first skills as we go through the interview process for our summer camp staff. I have found that it results in a more thourough, effective interview. It also helps the candidate express themselves more freely without feeling as if we are just asking short close ended questions.
1853	I had a listen first conversation with a fellow employee. She was having relationship problems with another friend of hers. She wasn't sure if she should approach the person about their impolite attitude or if she shuold just foget it. I gave her three options to consider. She liked one of them and decided to approach the person. She came to me later and said that it was just a misunderstanding, but she was glad that we talked because she wanted someone else's opinion about how to best approach the situation. I am glad that things worked out good with her and her friend. She was greatful for our conversation and it gave me some more confidence in the Listen First method of conversation.
1854	When speaking to a member who had a complaint about another member I used my listen first skills. I had to listen to the concern, reflect and summarize the issue. The member left satisfied, validated and at ease
1855	I used Listen First when dealing with an angry member at the pool, by doing this, he felt like I felt the same frustration he did with the unreliable front desk staff
1858	In conversation with a child who was hitting to deal with frustrations I often asked him why he was hitting. After telling me what made him angry I repeated his words and let him know that I understood his anger. We discussed ways in which we could work out our anger differently.
1861	I always use it while signing someone up for membership or classes.
1867	Talking to my friend Olga. she described to me how difficult it was for her and her family to gain citizinship to America from Ukraine. I learned the steps needed and the actually true story of people who want to live in america but not citizins.
1868	Well i tried to use it when we were in the mist of a fight. and normally he doesnt want to talk about whats going on through his head. but i "Listen First" him and it actually worked. i struggled with the reflection part, but it actually worked. and we resolved that problem much easier then normal!!!
1874	one of the members was unhappy with another employee. we got down to the root of the problem in realizing that the member was being a bit "agist" because the employee was younger than her and enforced a YMCA rule with her. lots of reflections and open ended wuestions were used.
1877	just general question to my husband. i was a big eye openner.
1878	i cant recall any.
1885	Jonathan wanted to show me something on Beadel's computer and didnt ask my permission and I realized how awful it is when someone shoves an idea at you without waiting for you to approve the asking of permission. Asking the permission is sweet, but waiting for the ok, that's what seals the deal. Thank you.
1899	When talking with a coworker I employed the Listen First skills. It is pretty humbling to see how easily one can get wrapped up in themselves. With Listen First's skills essentially requiring behavior contrary to this, I saw how I can do that all too easily.
1906	A new member need help getting to know the facility, I gave information on all our programs that we offered. I asked what she was interested in she said she needed help getting to know the machines.I said okay i can help you with that i introduced her to another co-worker of mine who could get her started on finding the personal trainer that she needed. she got registered for personal training sessions, she was very pleased with how well we worked as a team on completeing all of her needs.
1907	I told a member she looked great that she looked different and she was so happy, she told me i feel great! i just lost 40 pounds i told her to keep up the great work.
1911	a member was complaining that the time of the adult class should be moved up so that when the next class came in and sharred the pool space w/ the adults, that some of that could be alleviated. I listened to the member, told her back what I had heard affirmed her thinking told her that I would ask the aquatics director and get back to her w/in one week. I did and a change to the start time of that lesson was made. she and other lclass members were happy and aggreeable to that change. I followed through on a suggestion and was able to be in contact w/ the member faily quickly and with going to the AQ dir. was able to help bring about the change.
1913	I had a member who wanted to cancel his membership. I offered him the option of putting his membership on hold, and he asked me if he could do it over the phone. I explained to him that we required a written request, but instead of just ending the conversation on this statement, I decided to listen to what else he would say. I asked him if he had any ideas on what we could do and when it would be more convenient for him to put it on hold. He said that he wanted to contemplate on it more. Then I offered him an option of filling out the paper work and leaving it with us, and if he decided to do the hold, call and confirm it. The member agreed. He was very happy, and I felt like I did everything I could to help the member. So, it was a great experience.
1915	I was listening to a parent's concern and it helped when I affirmed what she was saying and gave her a few options to solve the problem.
1916	I was at work coaching gymnastics and there was of course a problem child that got all the rest of the kids all wound up. After class I talked to his mother and asked her if there was anything I could do to make class more interesting to keep his attention. She gave me a few ideas and we ended on good terms. I learned that it felt good to have a respectful conversations with other and if you do it right many things can be resolved. :)
1930	Listened to a parent before telling them about all the options we have to off. After listening was able to offer what was available which would fit their needs
1936	One of my friends was having problems on deciding what to do for a job this summer. I listened to her choices and gave advice, tried to ask open questions, and listened some more. In the end, she came out with a very productive decision. Through this experience I learned that it is important to listen to the person first and try your best to give a response that is open and helps you succeed in trying to find a good answer.
1944	none.......
1963	I spoke with a member who usually attends my class on a regular basis but is injured. I asked him how he's feeling and how he's been treating the injury.
1964	My husand and children claimed that I never listen to them, so now I would try to summarize, affirm and share options and suggestions when needed, that way they know that I do hear them. I have learned that you could use Listen first in your daily lives.
1967	My husband and children claimed that I never listen whenever they're talking to me, so now I would summarized,affirmed and offers several options , that way they would know that I do hear them
1972	I find that it comes naturally to want ask others for there opinions but also that it is a bit hard to not to want to cut in when others are speaking.
1974	When setting a member up on the machines I asked her what she wanted to get out of this. We then had a conversation about her goals.
1976	I always use open ended questions with new clients to find out what they are interested in not what I think they should be interested in. I learned that I used to not listen very well. Now I make a more conscious effort to do so.
1981	We've had a few new members come into the pool lately, and the brave ones come up to me and ask questions regarding rules/routine. Instead of just answering them, I try to ask open ended questions to determine what their needs are in the pool area, and then offer options and suggestions accordingly. I have found that attempting to go beyond just giving short answers forms a stronger relationship with members. They are more open in return and feel more welcome. In some cases I've even noticed that they come back during my shift. With listen first I think we make more of a difference than we realize.
1985	-Using open ended questions to resolve conflict between children etc. -Asking permission to offer solutions to the kids. -Summerizing what the kids say makes them feel that they are listened to.
1987	A class participant was not sure she was fit enough to take my class. I listened to her concerns then reflected what I heard, then asked for permission to explain alternative movements to accommidate her abilities. It worked great!
1997	I made sure I understood what the participant was asking me and then asked her what she was currently doing. I showed her some examples of stretches she could do and when she said she was familiar with them, I told her I would bring in more examples the following week. I photocopied pictures of different stretches so she could take them with her.
1998	I listened to a woman's describtion of her busy schedule and her feelings on her exercise routine goals and achievements and then repeated back to her what I had heard her say and I could tell she then knew I was truely listening and could understand her concerns.
1999	I use the affirmations with my clients. Open questions are helpful during initial assessments.
2005	Listen to a concern that a member had, summarized the problem and came up with a viable solution.
2008	Working with a non-english speaking member, through an intrepruter to clarify and give suggestions concerning membership and swim lessons for her 4 children. I learned that I have more patience then I thought could be humanly possible.
2014	I was talking with a member that always comes in. He was talking about his motorcycle, a new Yamaha which I have no knowledge of. But I learned a lot about how big they are and how much he loves it. Listen First let me learn new things about the members of the Y.
2016	I am learning to ask the questions and then be quiet to listen, instead of interjecting too soon and cutting off the other person.
2018	following up with 2 members on their exercise programs and making some changes, instead of waiting 6 weeks (Goal program)
2019	More difficult to utilize with staff, than with members
2021	I had a member who was frustrated at her daughter and saught my advice/input. I reflected and summarized what I heard and then asked and offered her the additionl advice she was looking for. It was awesome and felt so great that she looked to me, her exercise instructor for some parenting help and I had the tools to tactfully advise her. It felt like I was doing the whole spirit, mind and body thing right in the main gym. Very rewarding!
2027	I asked this guy how his day was today. We started a 10 min. conversation on what was going on in the feature.
2049	Dealing with an angry parent who had been shut out of a class two sessions in a row. I used summaries and reflections as she spoke and I could tell that she felt understood. By the time she left she was laughing and had found another class that she thought her child would enjoy. That patience works.
2053	When talking to a parent about our summer programs I needed to use some of the Listen First techniques. I had to stop and listen more because my instinct is to assume that I know the questions that are going to be asked.
2056	One of my staff members lost his father to suicide. He did not share that information with me. I heard it from another person. I didn't want to pry or let him know that I knew because I assumed he was not comfortable sharing. One day he came in to sign our payroll book and I asked him how he was feeling. I listened. I than told him about EAP and how it might help ease his pain. We engaged in further discussion and he asked for the contact information. He called and has an appointment next week. He thanked me because he had no where to turn and he felt that through our conversations he could trust me. He will probably come to me again and I felt good about it because he is an extremly private person who doesn't talk much but seemed to be able to open up with the right lead. I learned that with the right appoach, you can reach a person.
2064	Often out of already habitual practice.
2073	While interviewing prospective employees, I asked open ended questions. It's a great way to learn about the person as they elaborate on the question asked requiring more than a yes or no response.
2074	A couple days ago, a member wanted information on our facility and had many questions. She currently has a membership at a different branch, but was interested in switching to our location. She had many questions/comments and I used my skills to assist her in the best way possible. I also made sure that all her questions were answered while making sure she had the correct information and was not confused about anything.
2077	I have had to call a member that was unhappy with her pool experience due to the high number of children in the pool. She had misunderstood and thought we had an adult only pool. However, before I got into explanations and options, I asked her if she had a few minutes to talk and briefly explained what I was calling and asked her to share her concerns. The conversation went well, I gave her some options, explained our pool usage and she really appreciated the phone call.
2083	I asked my sister, bless her heart, to be my sounding board 10 days ago before I launched into my final renderings. She took the time to listen to all of my ins and outs of my huge project and just her being there listening and really taking interest in what I was thinking helped me see more clearly my vision. I also gave her permission to give me feedback which is SO important to clarify by either the listener or speaker.
2090	It's most valuable with adults,(in my situation) although some of these skills may be used with students in an instruction model there is less talk and less opportunity.
2103	prospective member came in. Offered to give an engagement,asked permission for her name and what brought her into our Y. Listened and asked permission again to speak and repeated what I heard Elizabeth say. She said THAT S RIGHT. I WANT TO LOSE WEIGHT and get into shape.\ I made her feel very comfortable and enjoyed our conversation and offered some advice after she asked for suggestions. I showed her around. Signed her up for a membership, working on weights class and an orientation. She was also pleased I gave her a t shirt and intro her to front desk staff. She hugged me and thanked me which made me feel like I really did my job and felt good about it.
2109	Listening to a parent in what they would like to see done in a preschool program.
2129	I have used these skills in talking with my children and trying to get them to be more motivated with helping with the work load around the home, as well as getting along with eachother. Also, I have interviewed some women for a Community and Residential Direct Support Professional for my daughter with a disability, and asked questions very comfortably.
2177	I was moved to another Branch and a staff approched me in an aggressive manner. I repeated what she was saying to me so that she could understand what she was asking me. At the end of our conversation, she apologized and left.
2204	I used the listen first skills with my 19 year old daughter. My daughter immediately responded with "what are you doing?" I learned that the listen first technique is not effective with someone who already knows me, because it did not sound like me. However, I believe the listen first skills will be useful in dealing with most people.
2207	Summaries listening enough to let the person know That i was intently listening to her.
2211	It's hard to slow yourself down to really apply the skills (not jump right in with other ideas).
2219	cnvb
2225	In a recent conversation with an employee that will be changing positions I gave her the description of the new job responsibilities and asked how she felt. I listened to her concerns of inexperience with a different age group and then gave her feedback and suggestions. I feel that she truly knows I listened because I responded to her concerns and in the end helped relate what she already knows to what she will be doing in the new position. We both felt good about the change after the conversation.
2231	I asked a Director what she wanted to accomplish and how she wanted to handle a discipline problem, before we agreed on our strategy for dealing with a difficult employee situation.
2234	I spoke with a potential member who had just moved down from Colorado and was looking for a place to work out with air conditioning since she cant do outside activities down in FL
2239	We were talking about a dilema and brainstormed options. No conclusion was met....good adivse was set....asked what was their gut feeling about the dilema. Which brings us to workshop II
2247	A family member was upset over a situation. I listened and reviewed the situation and asked permission to speak. Took alot of listening on both sides. I learned in the past I tried to help before listening, and sometimes heard the wrong thing. I now really try to listen and ask permission before speaking.
2248	I utilized Listen First with an upset member and in doing so I feel they felt heard and were happy with the conversation
2264	i have just tried to make sure that i understood what the other person was saying by summrizing what i heard. Then i would offer two or more solutions.
2265	I have been using many of these skills since college in 1980. An example this week would be when I repeated to a customer what I heard them saying (more than once)
2266	When talking to a staff member about a concern he had about his job, I made sure to ask him open ended questions so I could get him to elaborate on how he was really feeling. I wanted to let me voice his concerns and get to the root of the problem. He was very appreciative of my listening skills and he felt much better after our conversation.
2267	I know through talking with members or people that you supervise that they feel more valued if you really stop everything to look them in the eyes and really listen to what they have to say. When this happens it builds respect all around.
2279	I had two mom's that came to me about programs for their children, I told them the programs that we offered then asked them if they could tell me what they are looking for after they explained what would best work for them and their schedule. I reflected back what I heard them saying and together came up with some ideas. I am now working with them to create some new classes which they seem very appreciative of and even said they would like to volunteer for. I felt we all worked together to come up with these ideas which made everyone feel good about.
2286	I learned that the co-worker that I did not especially care for was a lot like me in my drive to succeed and that the co-worker I admired the most was the one that had the qualities that I hope I also possess.
2287	When I have called people that had inquiries or concerns about the pool times/classes, I tried to ask permission to ensure they had time to talk. I also tried to make sure they explained their concern before I started to explain options. This was sometimes difficult if I felt pressed for time.
2289	I learned it is difficult to restrain myself from jumping right in with offering answers to questions.
2291	I ask members more open ended questions when I see them in the facility. In the past, I asked the standard "how are you today" or "good to see you". Now, I take a few more minutes to check in with them and ask them about their class or workout. It is much more personable.
2339	When talking to a parent about the Y's rule that their child could not use equipment in the weight room without a class since she was only 11 years old, I asked if I could introduce her to the trainer who teaches the class. She agreed and the trainer explained the benefits of the class to her and told her when the next class begins. She thanked me and the trainer and I affirmed her behavior by thanking her for being so understanding.
2345	Recently I finished a lifeguarding class in which I had a somewhat argumenative 15 year old male student. After the class concluded, I sat the student down and asked permission to discuss professionalism and some suggestions for professionalism that I had for him. I think because the the Listen First skills, this student was able to better accept the conversation and implement some of the suggestions to improve his professionalism. I saw first hand how asking permission makes the conversation more collaborative and makes the speaker feel more responsibility for the topic.
2366	I used open questions concerning a member's experience using an eliptical machine and in doing so discovered the reason why she avoided using it. Initially she described the machine as "too big" when in fact she was making a mistake with the resistance setting. If I had not reflected on "why" she thought it was too big and listened to her explanation I would'nt have figured it out. Another example was during an interview with a potential Healthy Lifestgyle group participant. This person was admittedly a recovering alcoholic with past psychological scars concerning a very domineering father. He started the conversation with a stern warning to me that he did not want to be given advice about anything. If I hadn't already been instructed in Listen First skills I would not have been able to continue the interview effectively. But we ended up talking for 90 minutes and he opened up almost completely. I implemented as many open questions as I could think of, made many affirmations and reflections. The most dramatic thing was when I frequently asked his permission to offer information. I saw his angry face change as though a curtain was being lifted.
2368	I used Listen First with a seventh grader to learn that he wanted to get stronger to play football for the school.
2378	Earlier this week, a man came to the desk to join. As I was chatting with him, I found out that he is interested in volunteering and really wants to work with teens. He has experience in education, is a former YMCA member, and is really glad to be back. The information seemed to flow from him while I was using the Listen First skillset. Due to this, I was able to connect him with the volunteer paperwork, the Youth Development Director and the classes that he is most interested in.
2400	I have learned to listen more instead of offering "advice" or "information" as much as I used to.
2403	great stuff
2409	Have usedit with wolunteers in the strategic planning process.
2420	Prospective member.... I asked them why they are thinking about joining the ymca? I asked them what they might enjoy the most? I then listened to what they had to say about those questions. I reflected on what they said and also asked some more detailed, personal open ended questions. Listened some more.... :-) Summarized and then asked if I may share some ideas about the facility and how it may glep them.... They joined!
2422	I have learned how to be a better listener to perspective members.
2433	Wen school re-opened I spoke to the parents about their children and listened what they had to say.
2450	When dealing with an unhappy member about a change in class times. I had to let her know that I understand her disappointment in the change of schedule, but was able to offer her other alternatives. I felt good that I was able to support my Y and its mission and serving more members, even though this made a few unhappy, or rather inconvenienced. I definitely felt more confident.
2458	Students new to yoga often have concerns about being able to perform the asanas and keep of with the rest of the class. Listening carefully, I repeat back their concerns and then we look at each concern individually. Students are given options for each posture and quickly see that the posture can be modified to their specific needs and this helps alleviate their fears and concerns. I believe active listening is one of the best communication skills I have and each time I practice I improve my skill.
2469	A gentlemen that called the Clippard Branch wanted to get some information about our membership pricing. I asked him some open ended questions about what he was looking for in a membership. I listened to his concerns, and reflected back my thoughts. I summarized the entire packages that we had with memberships, and what he wanted to get out of a membership. I then affirmed him that his experience with the YMCA will be a very positive one and this would be a great decision joining the Clippard family.
2471	A Y's kids parent complained that a teacher from Mt. Airy school insisted that there was no morning program at that site. The parent was worked up because she signed up for the program and when she brought her child, there was no program. She was very distraught. I re-iterated her concerns and encouraged her to talk to the site-director when she was to pick up her child that afternoon. She was relaxed and seemed happy that I was able to assist her.
2492	Probe for previous martial arts expeience and uncover what their expectations were for training
2497	When a new member came in to tour the YMCA I asked them first what they are interested in and what help they are looking for from the Y.
2505	I initiated a conversation with a current member and health seeker by asking them "What brought them to the YMCA?". This allowed them to express their reasons so that I could understand their health needs better.
2507	During my daughters swim lesson, the Silver Swim members kept entering the pool and were not allowing the swim teachers to teach. Another parent expressed their concern and frustration. This parent is not a member and only uses the YMCA for swim lessons. I was able to use the Listen First skills and then use them with my supervisor to get the situation corrected and the other parent was satisfied.
2519	tried to trouble shoot ideas with a member regarding a program we cancelled. Tried to remain open to the ideas of considering other possibilities.
2542	I started training a new recptionist. I pretty much had to utilize all of the First skills
2543	I summarized a situation for a member of staff and they didn't agree with the summary - we made the correction and had a much more productive conversation
2546	Telephone conversation with a non-member while I was leaving a message for their boss. She mentioned how she needs to get back into swimming and has had one of more incidents with her present club. I listened to her and then summarized her situation. I offered the advantages of the YMCA regarding swimming, lifeguards, safety, etc. She is seriously considering joining the ymca.
2549	some people have a problem with the streching area and complain to the trainers. I try to listen to what they say give it back to them to make sure that i understand. Then i offer a solution to their problem
2550	i have to be very understaning to a persons needs when it comes to working out. there are many things that can alter someone's desicion for joining a gym. therefore when i am giving a tour it is very important to listen and acomidate the person to there needs and what is best for them. letting them know u understand and care for whats best for them is important to them because it builds trust
2554	I learned that I normally do not use open conversations, and have made a point to try to use it more often.
2556	In dealings with lifeguards re cleaning responsibilities vs break time - gave them options to do some cleaning at different times throughout shift as oppsosed to all at once near end of shift - they were happy with getting to choose .....
2562	MEMBER WANTED TRAINING LISTEN 2 THIER GOALS AND THEN MADE SUGESTIONS 4 THEM 2 ACCOMPLISH SUCH GOALS
2563	As I am a new teacher, I ask my participants if I have met their needs and expectations at the end of each session and then listen to their feedback and then listen to what they saw and repeat it back to them for their affirmation.
2565	I made it a point to remember a coworker's name and revisit an earlier conversation we had about her family - showing concern. I inquired as to the well-being of her family member, specifically mentioning previously mentioned concerns. I listened as the co-worker described the positive new experience for her family member. We reviewed the positives and how the change made her feel. The conversation brought us closer together, thus reinforcing the community/family atmosphere of the YMCA.
2566	One time, was talking with a co-worker about a situation, and I allowed her to talk and explain what happened, and then I allowed myself to talk after I had listened to what she said. I have learned that if you are polite, and listen to someone who is talking first, then reply, it makes the conversation better, and it makes you a better, responsible person.
2570	With the parents of my swim team members, I have often summarized what we have discussed in order to ensure that I heard them properly. Furthermore, asking my swimmers open ended questions has allowed me to see the importance of them. Asking open ended questions sends the message to my swimmers that I truly care about them.
2577	I am making more of an effort to have longer conversations with other members.
2579	Someone was having difficulties registering online for one of my classes...I listened, Offered up an idea, relayed the message to the coordinator, and followed up with her the next week.
2609	I learned that I can hold a conversation. I can help other people out. I feel more confident in doing so.
2610	I use my listen first skills mainly with parents of children in swim lessons. I had a women who was not able to put her child in group lessons because she was not available for the times we offer. My suggestion to her was to sign up for private lessons.
2613	None
2628	I learned that you have to stop and think how to phrase your open ended question. It is easy just to ask somone a general yes or no question, but sometimes an open ended requires some thought.
2630	I very often use open ended questions now where I didnt used to. I used to ask the children how was your weekend and they would just say "good". Now I ask them what did they do fun this weekend....
2641	I've used open ended questions with children. For example, I asked them what their favorite part of the school day was?
2644	I met one of our Seniors as she was leaving the Y and she looked very sad. I stopped to chat with her. I did use the Listen First skills and she said as she left with a smile on her face that she felt alot better and thanked me.
2664	Helped an employee to see another employee from a few different perspectives, by repeating their feelings, and making suggestions about where the employee they were upset with may be coming from.
2667	I'm not yet working at the YMCA but will be starting soon
2668	I was approached with a concern, and as I was using my Listen First skills, the person became a little agitated. I then went on to explain that I just wanted to make sure that we were on the same page, and that I understood where they were coming from instead of making asumptions. They felt better about my approach once I explained it.
2671	a parent wanted to enroll their child in the after school program.
2672	ln a conversation with a current member i was in a position to give advice to that member. i lstened to the question and rephrased it into another question to clarify the needs of that member, then i made a suggestion.
2673	a new member joined the class and I introduced myself. I asked how she was doing with the exercises and if there was anything special she wanted to work on or improve. She stated that she had joined the calss in order to improve the mobility of ker joints --especially her knees. We jointlly developed some specific exercises --that were safe for her to do, She thanked me for the assistance and I told her that I was always available before and after class to listen to andy needs or questions.
2675	I asked open ended questions during a conversation (concerning weight loss) with a co-worker and learned that she and I have the same struggles.
2714	I listened to a complaint, then apologized for how she felt. Then explained the reason for the cool water. We have to keep the water the same for everyone.
2717	Over Thanksgiving I used Listen First skills in talking to my family as prospective members. I learned more of my mother's concerns for my father's health, what their previous activities as health seekers have been, and desires to improve their quality of life. For myself, I learned that the YMCA isn't just "a job". I learned that I really do believe in it and feel passionate about what the YMCA can do for health seekers and the community. I found "Listen First" is helpful in everyday life - improves family relationships as well as work, and aids in comprehension and retention of information.
2731	I use my listen first skills daily when talking to members about the needs of their children when they drop them off in our childwatch room.
2734	I have used to help my preschooler understand that he is heard and understood which has prevented a lot of battles of will.
2737	situation: stopped to talk to member who was absent for period of time I let them know that I noticed their absence. They told me that they were busy with members of their exercise group doing outside activities. They said they felt trapped being a good group member and still getting time to get into YMCA. I told them that they sounded concerned about others and their own well-being. I said I thought they were to be commended for supporting their team. I offered idea of inviting group to still get to YMCA before the social activities. They thought that was a great idea. They looked very pleased that I talked with them and understood their difficult situation. Really only used skills from Listen First Part 1.
2741	Spoke with a member who has done quite a bit of volunteer work with the Y throughout many years. She felt like she has done this without much recognition. Eventually she expressed concerns about a program her grandchildren were in and who was leading them. Upon further exploration she decided that she might go talk with the person who supervises these programs. I was able to confirm that she had excellent communication skills and her opinions would likely be well received and considered. I learned that it really pays to listen and take advantage of those opportunities to casually make observations that allow the person to figure things out for themselves.
2753	Helping the kids and I feel more connected, deeper conversations.
2755	I had to approach a parent with an issue of being late to pick up their child on a regular basis. I learned that by using these skills I feel less intimidated by approaching people with uncomfortable subjects at work.
2788	My mother-in-law died. One family member, because of unresolved anger and hurts refused to have anything to do with her passing or the memorial. After using the Listen First steps with her through several conversations I felt I had heard her. I believed she had been able to hear herself. I left the situation thinking that she would still not be involved in any way-not even to attend the service for her mother. But, I felt that the whole thing had been addressed, that she would make a choice that she had at least thought through. She ended up coming, hugging me, thanking me. WOW! More than I had hoped for.
2789	I was assisting a younger teammate in learning a new hitting drill and I asked her if she minded if I shared with her a few ideas of how me and some of the more experienced girls have become comfortable with the drill. She was very eager to learn and willing to take advice. I learned that although I am a leader I don't always have to just tell people what to do, instead and I can help them and let them try to figure it out on their own.
2798	I often work with our senior members. Most really want to be at the Y and want to work out, but they often have multiple physical challenges we have to accomodate. Two new members came to me this week to make their appointments in the fitness center for an orientation. In listening to them I felt that the safest place for them to start was probably the pool and the arthritis classes. Was able to ask the open questions that got them to consider that. Most people, perhaps especially our seniors who may be lonely, just want to be listened to. I've had work harder at my patience to allow them the time, and curb my automatic suggestions. I want to help "fix it" but I'm trying to slow down and gently "guide" the conversation into ways that let them come up with the ideas.
2799	I have always been there for the members who need a shoulder to express concerns, health issues regarding themselves or a loved one. I enjoy providing the support that they need and sometimes it just means a simple hug to let them know that you are there for them. There is no particular situation, when it comes to doing it naturally in my everyday life whether the job, family, or friend. It's how I live my life :*)
2808	Listening is something I don't do well so I feel very good about attending this class. I try to listen to new member prospects and follow up with what they are wanting and try to listen to what they want and go from there.
2813	My husband's grandmother just passed away and I've tried to use listen first to talk with my in-laws. I've been trying not to push my feelings and the way I've dealt with grief in the past (I lost my mom to the same illness 3 years ago). I found that not every person is the same in the way they grieve. For example, with my mom I felt extremely guilty and many of my in-laws have had healthier emotions regarding grandma's passing.
2814	I used the open end question, “How are you planning on spending your holiday vacation?” I asked this to two individuals with one individual we were able to carry on with the subject for a while and the other not as long. I did not receive any one word answers.
2833	While I was preparing for the Christmas program for the preschool class, Cindy and I were discussing how to set up the room, choosing songs, and how to display the children's artwork. I listened to Cindy's ideas and took her ideas into perspective while we planned. I learned that we came up with some wonderful ideas when we collaborated together.
2853	One day a parent came in to school where I work and was telling me about her son schedule for the month of January. She proceed to tell me,that her son was going to take the bus on certain days and then going to picked up for CCD on a another day then in two weeks he will start play pratice and who will pick him on those days if he will be going to CCD. So in the middle of he telling me all that I stop and repeat basically everything that she was trying to tell me. Then, after she left, then I wrote it all down so I won't forget.
2855	I asked permission to discuss how to get better results from one of our cybex machines to a man one day.
2859	A parent had a complaint about the program one day. I listened to here complaint and reviewed the situation with her. She realized that here complaint was not valid and realized that she was just having a bad day and wanted to talk.
2863	I gave a tour to a health seeker named Brian last Saturday. I used most of the skills during the tour, and feel we had a good conversation. I did miss one point that was given to me, so I realize that I need to continue working on this.
2871	helping them to enhance the knowlegde about the SOCIALIZATION thus motivate to join the YMCA. I HAVE HANDED OVER THE FLYIER EXPLAINING the advantagesTO A FRIEND WHO IS PLANNING TO JOIN A GYM.
2891	Some members were concerned about a class time change, so I used the conversation skills to show I was listening and understood their concerns and offered some suggestions.
2899	Around the first of the year many new members come to Child Watch with questions. Although I try to use Listen First techniques I find that it makes the conversation progress slowly. It takes three times as long to get out simple information. Although Listen First is nice in theory, it takes too long to communicate in normal conversation. It works better when there is a significant problem to work through, when clarity is of the utmost importance rather than a quick exchange of information.
2900	Listen First made me think about member concerns and what members may be thinking and staff concerns and responses in a better way.
2904	Interviewing potential new employees is more valuable. Meetings become more attentive and action oriented.
2914	Complaint from parent regarding program at branch child is enrolled at. 1. Patient, listened to full story from parent 2. Used reflection responses 3. Used summaries 4. Affirmation - thanked parent for sharing their concerns
2920	When someone enters the office I've stopped asking "May I help you?" and started asking "How may I help you?"
2926	This branch leases area to a food vendor. A recent leak (our responsibility) lead to a heated discussion between the manager and myself until I stepped back mentally and put all four of the LF skills into practice. The tenor of the conversation immediately became more civil. We resolved the issue and remain on firendly terms. I know this is not necessarily the scenario for which LF was intended, but did it make a difference!
2927	Listen first has proven to be especially successful in interactions with prospective members, both in person and over the phone. Typically they have expressed appreciation, and sometimes surprise, when they discover we have a genuine interest in their goals. There seems to be a large population out there that is frustrated with the commercialization of fitness centers.
2930	Recieved call from a parents concerning program rate change with the furlough days. How does it work and will A plus payment schedule change. I share with the parents by repeating their concern and then share with them the changes that is taking place and assure the parents that if there are other changes within the programs we will notify them. I do ask parents if they have any other concerns that we can may assist them. I have learn to listen and be attentive to the parents make them know that they are important and serve them.
2933	Client called complaining regarding Y's customer service.
2937	My Listen First Skills are still being developed...I do notice that soemtimes people seem a little uncomfortable when I use Open ended questions. I have to start asking permission to offer suggestions...
2938	I've used it many times while talking to teens in order for them to feel that they have been heard and understand.
2948	Advising a newer member who has arthritic conditions. Asking her for what her concerns were, how many restrictions her physician may have put on certain activities, and based on that, what her fitness goals were and what machines she would or would not use.
2952	I learned through a conversation with a member of a complaint. I Listened and didn't say a yes or no for a answer, I gave a helpful advice that worked for me which made the conversation more relaxed
2955	Sometimes members like to have someone to discuss certain situations pertaining to their children.I try to listen to what they are saying and offer advice if they give me permission to address the situation.
2958	I use my Listen first skills when problems may arise with parents. I have learned that I need to continue to practice these skills so that I may use them in daily conversations.
2965	I had a member approach me after class one night and start to talk about the best ways to reach her personal goal of losing X lbs. I listened to her, she said that she was going through a divorce and worked a lot. I reflected that it sounded like she had a lot on her plate and she responded that actually she was in a great place to begin her journey to well-being! So I thought I heard one thing, but in fact, it was the opposite. I learned not to make assumptions based on how I would feel if facing those challenges.
2967	The skill i used was letting the person tell me what they wanted instead of telling them what they should be doing
2978	Someone I was speaking to was having personal life problems. Ever since I've taken the Listen First Training, what pops up in my head is "reflect, summarize & affirm". I've tried not to ask too many questions to pry into their personal lives, but I've learned to ask more open ended questions and be more assertive in their problem that they're sharing.
2984	Listening when a member has a complaint/concern, making sure I understand their concern then following-up to take care of it or pass it to the appropriate staff for follow-up.
2993	I asked my boss what he was going to do over the weekend. He told me that his daughter was coming home from college and that he had to pick her up from the bus station and that they were all going to a go out to dinner. Through this experience I have learned that in the past I asked a lot of closed questions. Or asked questions just to be polite when in fact closed questions come off very cold and not polite at all. Through this training I have actually learned to absorb what the person is saying and learned a lot more about the people that I interact with on an everyday basis.
3004	A parent came in to our branch to sign her 7yr old son up for Judo. This was their first visit to a YMCA and had heard from a friend that we have a great Judo program. After speaking with the mom I learned that she also has another child 16 years of age, and that they do not live in this area but are planning to move here and she is a single mom in a low income bracket. I was also able to show her what options were available for her and her 2 children and what amenaties were available with a membership as to just Judo for her 7 year old. Mom was so happy that she was able to get her son into Judo, and get her self and the other child involved in a fitness program as well for less than what she anticipated. She gave me a joyous "thank you" and said she'll be back with her income verifications.
3005	When listening to a participant complain about our dance program; I was able to listen without interruption, summarize their concern, and let them know that I would get back to them with an answer.
3006	We have adjusted our phone so the main line rings on all phones, this as allowed me th opportunity to many of our camper parents and group leaders. By not just forwarding the calls to the person they ask for, I have been able to have use the the Listen First to gain a good perspective of some of the challenges we are currently facing.
3007	I think in most situations I listen to our site directors about issues that they have. So listening and talking them through solutions to problems. Summarize what they say and using affirmations for good problem solving decisions that they make.
3010	I was talking to my freind that is going through a lot like family, work, moving, and school. I listen to her and responded with solutions of how she should go about doing things one at a time so it wouldn't be stressful. I also learned alot from her by us exchanging solutions to the situations and how we should deal with them in a way that will make both ends happy.
3012	Working with staff I supervise in what appears to be diliberate disregard to establish work attire policy and one on one counseling provider earlier. Although she did not openly discuss her disagreement with the standard of dress, her non verbal and choice of dress over time tells me that there may be disagreement. Using the LF skills helped to defuse the tension between us as we continued our recent counseling at which time a written warning was issued. She left acknowledging the policy was a valid one.
3018	Group exercise participants often ask me questions. By using the Listen First skills, I am not only able to collaberate with them on a fitnes goal they are able to reach, I also find out a lot more about the member and their interests. I'm going to set a goal for myself to use the Listen First skills to learn more about each of my class participants. Recently there was a situation between a few members and one of the instructors I supervise. I needed to apply the Listen First skills when I met with each of them. I probably should use these skills more when I meet with my supervisor:)
3020	I asked open ended questions when taking a prospective member on a tour of the facility. This allows me to learn more about what the person is looking for and how I can assist them.
3026	When talking with a prospective member you find out more than you need in order to help them become a member and they sometimes get very excited and share more
3043	Listen First Skills actually takes too much time in dealing with members or interested folks. They just want to hear what's available and how it will help them. Fast ... get the point is what I have found out. Nice skills to have but not user friendly.
3045	i took a complaint regarding the aquatics program in which a parent was upset and wanted to share information regarding her fustrations
3051	Actually I have been using this with new members, who want to have a SmarSstart. After listen first skills class I feel more confident when I speak to members during SmartStart.
3064	I was on the clean up crew for Relay for Life and an older child of a cancer victim was talking about how his father had died almost a year ago. At first, I didn't know what to do, then I started reflecting. It was wonderful how it encouraged the adult to keep on going. By listening and reflecting, it also easily let me summarize and offer an affirmation. This was very helpful for me in a situation where I had no experience. The adult seemed to feel respected to be allowed to talk, and I respected everything he had to say.
3065	I do have a habit of cutting people short, especially if they talk slow. It made me more aware of this. I still do sometimes but I catch myself and go back and ask the person to finish.
3070	I was talking with a coworker who was sharing something going on in her life and I was about to share a story of my own and stopped myself. I didn't need to add anything to the conversation - I just needed to listen.
3083	I spoke to a member and listened to her back problems and concerns. I was able to help her with her breathing skills while swimming and hopfully that will help her back. I truely felt I was a good listener that day and I was so excited I went to tell Julia. The member and I left each other with a hug and I feel we had a great conversation and she did most of the talking beleive it or not!!
3088	Talked to employee about cutting his hours back. In the course of the total conversation I probably used all phases.
3090	Listening to a frustrated staff person. I made sure that I listened carefully, and then gave them feedback and suggestions as I reflected.
3094	In understanding the reason for misunderstanding between children in the program. Learned the importance of remaining quiet and listening.
3096	I always have the joy of talking with the members at my branch, they attend my fitness classes. I love to listen and help them obtain their fitness goals. They share their stories of their workout history in their past and we then move forward to helping them in their current state. Its wonderful to see their changes and be part of the team that helps them.
3099	I can't recall a specific situation, but I believe I generally incorporate these skills in all my communications.
3107	Using my Listen First skills during my church committee meetings has helped shortened the meetings and we have been able to accomplish more. Everyone understand their role on the committee and clarifies the expections before leaving the meetings to begin their work.
3116	Discussed Pilates with a member who had never taken the class before.
3121	In a conversation with an individual applying for a scholarship- a father wanted to pay for a membership for his unemployed son. Currently, the father is paying for the son's rent, and previously paid for the son's membership last year. The Father did not understand the scholarship process and the need for documentation or completing the scholarship form. I reflected upon the family situation(I'm understanding that your son is not working and he has not worked for over a year, you are helping support him)I also asked open ended questions. I learned that I am flexible and enjoyed learning more about this individual in a 5-6 minute conversation at a table in our lobby.
3122	A member is struggling with moving his lifestyle toward health - in every way! We have worked through diet, exercise, laziness, drinking, etc. He started the journey three times before it became his idea and he seems willing to help himself now. I learned that I want to fix people instead of helping them learn how to help themselves.
3126	A student was bored and tired, didn't want to play active games. I exlained how I understood why he was so tired, He should be a team player, and was needed to even out the team. After he played, he was then able to pick a game that wasn't so "boring".
3137	I had a first-time visitor come to our facility and was not aware of all that we had to offer. By using the LF skills, I was able to find out how many children were in his family and what each of their interests were. From that info I was able to make suggestions of programs that we offer.
3153	Someone seeking to try a zumba class for the first time
3166	In my other job as tai chi instructor I was able to discover so much more about a person through gently asking them to share more about themselves -- more than I would ever have learned if I had simply taught class as usual. Then I was able to specifically apply techniques and visualization to their best understanding.
3173	While interviewing a perspective Ready fit Coach. I learned to take the time to listen to the person and understand where they are coming from.
3180	When talking with parents of the children who are taking swimming lessons, it is important for me to speak with the parents to make sure the children are getting what they want out of it.
3183	offering options for someone using the Y. I felt comfortable about this and found that I listened and thought about the topic even more than I would have before
3184	I used Liste First skills when speaking to an employee that I supervise. I learned that I can assume things and that by listening, my perspective can change. I clearly did not have all the information I needed to make a correct assumption.
3186	Parents looking for the best class for their child. Open ended questions. options
3196	When a member showed/expressed impatience in having to wait for a cardio machine, I said, "It looks like everyone's trying to get in the same shape you're in!!" He smiled, and became more patient.
3203	I have used the listen first skills with my teenage daughter and it was very helpful to our relationship, I feel she can explain herself and I have more patience for a sitution. Good Program Thank You
3208	We had a malfunction in the pool. People were expressing concerns. Listen first was very helpful.
3209	helped prospecive member find a program that avoided things he disliked about exercise and filled in what was lacking in his present program.
3218	I asked a Y member an open question about her yoga experience at the Y and got a very detailed and thought out answer. I made a nice connection with the member and learned some things about the yoga program at the Y.
3223	I had a new participant and she felt frustrated with a lack of instruction on the exercises. This was very helpful to me, because I could give additional help to her. I explained that some new people don't like the extra "attention" so her speaking up was useful in guiding me on what to do for her specifically. What I learned was to ask each new participant if they want or don't want extra help so I can act accordingly. I usually just try to feel it out, but now I'm going to actually ask them directly, what do they want from me.
3228	I was able to placate an angry member who was confused about monthly withdrawals. I listened, repeated her problem back to her, explained the Y's and bank procedures, asked her about her understanding of every step, asked her about possible future changes in her membership, and informed her of alternate memberships which might save her money. I affirmed her choices for current status and plans for the future. She left the Y satisfied and grateful for the special attention she had received. I learned that repeating members' words back to them dispels their suspicions and makes them more receptive to what I am saying.
3230	A parent worried about her child starting to notice the opposite sex and her safety. I listened to concerns and asked if she minded if I gave a little input into situation. I learned that most parents do not mind asking for advise and some listen first approches get them to express themselves more.
3234	A co-worker had not completed the check list for cleaning the fitness room. Trying to teach a class I was running into safety concerns. I asked him to come over and see the area of concern and he explained that he had been called away to teach a class for someone who was out sick. We worked together to correct the problem.
3240	One of my students has only a prostetic leg, and he has trouble doing some of the standing postures, so he let me know that it was difficult for him to balance on the prosthetic leg. So after restating what his problem was, we decided he could do other postures instead, like an arm balance. i also offered to cut back on the balance postures when he was in class, to make him feel more comfortable.
3241	A member came to the front desk to cancel their membership. I used reflective listening which then enabled me to find out why they were canceling. I was then able to give them other options. The member did not end up canceling.
3242	I can't talk about specific incidents. Quite frankly, I find it to be almost boasting, and I don't like to boast. I believe, as Christians, it is important to treat each other as we would like to be treated. I try to apply all of the assets of these programs all of the time. I could probably use a little more practise in the listening dept., though, being honest....
3245	Through a variety of situations in the group exercise room. Trying to squeeze in interaction when possible between classes.
3255	Used the skills to hear out complaints about the pool and what the person was really upset about.
3257	I find that my listen first skills work well with many of the relationships formed at the YMCA. The children I work with respond well to open questions and affirmations. The parents seem to appreciate a summary of how the children were on a given day. Listen first skills have helped to better relations with memebers and their children!
3259	I used my listen first akills when a child had an accident while being in the clubroom. I went and got his mother and explained to her that it happends to children sometimes and it was not a big deal.
3262	I had a member who voiced frustration about the group exercise schedule and instead of just ignoring it and thinking in my head, you can't please everyone, I listened and then repeated back so the person knew I listened. I then told that person I would talk to my supervisor about it.
3269	When children are upset and don't want their parents to leave them in the Activity Center I ask open questions such as what do you like to play with? What activities do you most enjoy? This usually helps to find something for the children to do that distracts them while the parents are exercising.
3276	I found that when you ask open ended questions and use collaboration and affirmation you get more detailed information and you better understand what the person is thinking. Also, this helps them verbalize their thoughts to arrive at a decision.
3277	I have had a lot of success using my Listen First skills with prospective members. The other day I had a opportunity to talk to a potential member who's husband recently suffered a stroke. She openly discussed with me the emotional, physical and financial impact this situation has had on her and her family. After listening to her story I asked her if I could have permission to share some program options that were available for her family and such. They are now members here and I have built a relationship with each of them.
3278	There was a child that was continuously misbehaving and upset in the clubroom so i talked to the parent asking what they do at home or at the child's preschool in order to deal/help the child be more friendly and comfortable in the clubroom
3282	Being new as the supervisor of the Member Services Department, I have spent alot of time having conversations with my staff; listening to their concerns, asking questions, and talking through options of moving forward and implementing.
3310	The skills I learned in Listen First have enabled me to form stronger relationships with the parents of the children in Prime Time. I ultimately always try to carry a deeper conversation with the children because I am with them all morning. Before Listen First, I would just have a short conversation with the parents but now I use more open questions in order to gain more information and a stronger relationship with the parents.
3315	I had a member who was very upset about an issue that she felt she had already complained about several times. I listened, use reflections to make sure I understood her complaint, and summarized. Once I summarized, she felt happy that I listed and understood her complaint.
3322	Open-ended questions used on a recent tour with a prospective member. Member found that he came in specifically for Squash for himself and left with a family membership, excited about all his wife and children could take advantage of.
3327	An adult was upset about some pool maintenance and I asked him/her to explain a little more. They felt listened to and understood and helped explain the pool maintenance issue to other patrons that were complaining. The maintenance was taken care of and the patrons felt valued.
3337	I was talking to a group last night in a Healthy Lifestyles class. I had asked a question about being a mentor. I used listen first to find out what they believed about being a mentor.
3340	During an appointment with two ladies, I totally letting them do everything and by the end of the appointment I was only there for support. Allowing them to feel totally at home.
3352	I was dealing with a child who came into program crying. I was trying to help him feel better and console him. It turned out he was upset about moving away to another part of the country. Open ended questions helped a lot and repeating back to him. It turned out he does not have a definite date when he might be moving and he calmed down considerably once he felt heard and that someone cared about his concerns.
3354	Before every class my students and I talk about our days, everything from our highs to our lows. And after everyone has gone through we discuss it. Through this experience I've learned that its easy to have the child think about their lows and find their own ways to turn them into highs without me having to do anything but ask questions!
3356	I have used the method with my husband several times. I felt like I got more information from him than I would have normally. He shared more details about the subject. I learned I like to jump in to the conversation and not wait for silence. I also like to add my opinions right away.
3359	I used these skills when I met with a member for the first time and subsequent counseling sessions.
3361	I often catch myself reflecting to be sure I hear people correctly.
3363	existing member approached me about falling behind in her ready fit plan. together we identified circumstances that lead to this situation, and viable solutions that she came up with to be successful in the next two months
3364	I was asking a mother how she could help us with her child's behavior. She then stated a close ended answer, I then described a situation in which was also a question and got in better deals what we could do to help her child... We came up with a goal for her child and it is currently in affect.
3374	This was a parent who was very upset so I listened and reflected alot. She wanted to "talk to who was in charge" which I felt was important under the circumstances. I turned this over to a director after giving her a history of what happened.
3375	Re affirming statements made by a coworker
3381	When a child was upset about losing the opportunity to participate in an activity at the YMCA due to a prior commitment, I was able to use skills from Listen First in order to create a positive solution for the child.
3385	One of the children was having a bad day and was withdrawn. He wanted to be left alone. I asked if he wanted to talk. He said sure. I let him do the talking and and re-stated the problems he was having with his fellow classmates. They were making fun of him. I asked him if he wanted to know what I would do. He said yes. I told him a few things I would try to do. When we were done talking, he must have felt better because he got up and went over and played with the other kids.
3388	A member complained about the aquatics director and I tried to give that member a different perspective on why that director might have acted the way they did.
3397	My 10 yr old daughter has been having trouble falling asleep at night. Rather than get frustrated and make her more upset, I decided to use my listen first skills. I asked her questions, reflected on her answers and it ended up being a good conversation. I learned that she was scared, that she missed her grandfather, and that she was afraid her teacher was going to be mad a her for forgetting her math book. It was very eye-opening for me. At then end of the conversation, I gave her some options and after she chose one, she fell right asleep. It was truly an amazing experience for me!
3399	In speaking to a new member, they were unsure of the children joining, I asked about their concerns and offered several options to the situation. They felt better they knew that we really wanted the entire family and that we could keep them busy.
3400	xxxxxxx
3429	It was my first day of work the other day and me and another lifeguard had to close the pool together. The process ran much smoother because we were communicating better.
3432	In a phone conversation in understanding the needs of the member
3433	a women was struggling with a workout plan she had come up with, and i asked if i could help, asked her what her goals were, what she enjoyed, summaried and asked if i could make a plan for her that might be a little bit attainable
3434	I am certainly more aware of engaging the member and those I work with. I feel like I am just getting comfortable with my responsibilities enough to actually think about and use these skills-then remember that I have!
3443	Talking to parents of kids in swim lessons I used several of the skills I learned in the training. I used open questions to have them feel comfortable talking to me about their child's progress, and comfortable with how their child was doing in class.
3449	I was making calls to collect balances for Declined payments which is a sensitive subject, especailly with our economy. One customer felt so bad her card had decline. I listened as she told me what was going on in her life nad how her family is struggling. I then summarized what she said so she knew I was listening and understood. I then gave her options that would help her stay and enjoy the Y at a price that she could affford. she was grateful and came in the next day to pay her balance and then changed to membership for all. I learned that if I take the time and not just make generic calls, not only do the members feel understood and heard but they are more willing to take care of what they owe!
3504	I frequently have an opportunity to use my Listen First skills because I teach seniors. When I don't see one (or more) of my seniors for any length of time I call (or talk to them when they return) to find out what has been happening to keep them away from their exercise classes. They always feel better talking about their situations and they know that we at the Y care about their well-being. What I have learned is that in using my Listen First skills I can be a great support to the seniors in my classes.
3505	I recently fielded a member complaint about the men's locker room smell. I tried to empathize with his grievance and repeat back his issue. I wanted to be clear about the communication.
3540	my mother just fell and broke her femur and I have listened to doctor and nurse explanations and reaffirmed what they were saying. Sometimes since I am not in medical field, my intention is to get all info for the care of my elderly parents
3541	a dispute arose between member in the class I intereded and was able to talk it out iwth the member that was being the aggressor
3543	I actually observed as my supervisor talked with a prospective swim team parent.
3553	I had to deal with a swimmer who was not following the pool rules. So I used what I learned in Listen First to help them out. I asked open ended questions and listened first before jumping to conclusions.
3554	I used Listen First to better understand complaints given to me by a parent, and used them to show her other options for her child.
3560	I have a younger brother who is experiencing some problems in his relationship with his girlfriend.I dont consider myself an expert on women or relationships with women but I have been through a lot more then he has.So,after asking him an open ended question he opened up to me.After listening to him for a while i did some reflecting,summerizing,and big time paraphrasing.I could tell that made him really feal like not only was I listening to him but I was there and involved in thi conversation.After doing this a few more times I asked him if it was cool with him if gave him some advise on certain situations that we were talking about that i had experienced.I touched on a few things and he was very receptive...which made me feel great.using my listen first skills made a convo with my bro go really smooth.After talking with him i realized that we have a lot more in common than i thought.LISTEN FIRST ROCKS
3562	A man came in for a tour, and before showing him around the building, I asked him what he wanted to get out of his membership and what goals he would like to achieve with his membership at the YMCA. The prospective member told me that he and his wife want to quit smoking and become healthier as he has already had three heartattacks. I summarized back to him what he was looking for and then proceeded to give him a tour of the facility by giving him many options of both paid and unpaid programs that would benefit him in his goals to become healthier.
3563	I was listenting to my co-worker about a problem and by reflection and summary i was able to get to the root of the problem.
3583	Talking with my 11 y;ear old daughter about a situation at school. I felt I understood the situation better and she seemed to feel like she was more a part of the conversation than just a kid answering questions.