| 1) Do they want you to fix their problem, or do they just want you to be aware of their problem? (wait until they ask a direct question) Ex: Them: My foot is broken You: Have you considered not walking on it? Have you considered putting a cast on it? vs You: That sucks. (mentally: don't ask them to walk on it until it heals) 2) Do you have enough information yet to make a reasonable suggestion? (Smile and nod, shut up) Them: I don't like my boss and yesterday I ... You: Why don't you quit? 3) Your suggestion will fix their problem, but what are the consequences of your solution? Them: I can't walk upstairs to get my medicine (they are on crutches) You: Let me help you up the stairs (they then need to find you every time they go upstairs. Instead, make sure everything they need is downstairs) Contrary to GP, I don't think "wait until they ask a direct question" is a perfect strategy; though it's a great strategy compared to shooting your mouth off. Waiting until they ask a direct question is a shortcut to make sure you don't imply that they were too dumb to think of your half-baked solution. |