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Prompt #1:
Describe your ability to utilize the H.E.A.R. Model (or the difficulty you had

using it).
For this activity I used an experience that I had at work today. My partner wasn’t
aware that they were my partner but I wanted to test it out in a real situation. I work at
Starbucks so there are often conflicts between customers and baristas. Today I had a
customer call in to let me know that he was unsatisfied with his drink. I started by
asking him what the problem was, and hearing his concerns. I found out that he asked
for something specific in his drink and didn’t get it. I apologized to him and told him
that he could come back to the store and tell the barista that I offered him a free drink. I
wrote a note and put it in the drive thru so that the specifications were clear. He
thanked me and said he would be back in later in the day. I asked him at the end if
there was anything else that we could do for him. I found out the drink was for his
daughter and that it was her birthday, and that the drink was wrong so it was less
special. I used this as an opportunity to decorate the drink, and I told him that we
would add in a free $5 gift card to make her birthday a little bit better. This instance
was easy to use the HEAR model because both parties were willing to negotiate and
listen.
Prompt #2: Describe the difference between using H.E.A.R. and not using H.E.A.R.
When you use the HEAR model, you are more likely to solve all of the underlying
issues. When we talked about spitting out the hook, we were aware that sometimes
people’s responses are based on an event that has nothing to do with what is
happening in that moment. When you clarify and listen using the HEAR model, you are
more likely to uncover the real problems, and fix them.
Prompt #3: Were you able to identify the EVENT? Were you able to identify the other
person's REACTION? Describe the EVENT and the REACTION.
In my activity, the EVENT was an incorrect drink for the man’s daughter. The
REACTION was frustration. The customer was upset because he wanted to do
something special for the daughter, and the event that triggered his frustration was us
making the drink improperly.
Prompt #4: Describe how successfully or unsuccessfully your partner used
the H.E.A.R. Model.
Later in the day I asked my sister to do this activity with me so that I could see
how it worked. She did her best to use the HEAR model while I told her I was upset
because she takes my clothes. She continued to get defensive and told me that I take
her things all the time. I continued to remind her that the goal was to hear the problem
and resolve the issue rather than placing blame.
Prompt #5: Identify William Ury's 3 Most Important Reasons to Listen
The three most important reasons to listen were to understand, connect, and get
to yes.
Prompt #6: Connect a personal experience to each of those 3 Most Important
Reasons to Listen. Your experience may be a time when either you successfully or
unsuccessfully made use of that reason.
1. Having a goal to understand is important. Recently when I trained to be a
supervisor, I had to spend a lot of time listening. I needed to understand how
to do my job by hearing the way others did theirs. I did this by hearing, not
making assumptions, and staying focused on the task at hand.
2. Connecting is also an important reason to listen. We have so many regulars
at work that we see every single day. Connecting with them makes it so that
we create a true experience for them. For example, I have one customer
named Chantal who is at the store every single night. She loves coming to
Starbucks and is always giving us feedback on the store. At first I thought
this was odd, but when I took the time to talk to her and listen to her, I found
out that her daughter is a manager for Starbucks in Seattle, and that she
really understands our business model. It made sense why she loved it so
much, and I am better able to connect with her now that I know that.
3. Getting to yes is something that I have less practice at. I don’t have to make
many negotiations. Recently with my sister, I needed help with a project for
one of my classes and I wanted her help with photography. At first she said
no, but when I asked her why and heard what she had to say, she realized
that her no was unwarranted and realized it was an opportunity for her to get
more practice.
Prompt #7: Identify at least one additional insight from Ury's Video that you find
interesting or pertinent or useful. Be sure to explain why you find it interesting,
pertinent, or useful.
One of my favorite parts of the video was when he talked about hiding the
poisonous arrows. I also loved his idea about going to the balcony. You must be able to
separate yourself from the issue and look at it for what it truly is rather than letting
yourself get trapped and controlled in it.

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Prompt #1:

Describe your ability to utilize the H.E.A.R. Model (or the difficulty you had

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