Use the distance ladder
Use construal-level theory to move from distant assumptions to close perspective-getting questions.
A team is tempted to label Support as resistant. Use the ladder to move from distant assumption to close evidence. Distance ladder: from assumption to perspective-getting Distant label What we say when we are far from the work Support is resistant Observed behavior What a camera could capture They pushed back on the new script Possible constraint A hypothesis, not a conclusion They may be protecting customer trust Perspective-getting question What we ask to replace guessing What risk does the script create in live chats? High-risk assumption Actionable perspective-getting Which move best uses the distance ladder? Ask Support which customer…
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