Here is an example of this in action...
Company XYZ has thoroughly specified their Supply Chain requirements and incured significant costs in the search and selection process. Contract agreed and budget approved, they’ve been successfully working with their supplier of choice until a serious problem threatens to derail everything. Any resolution is being further complicated by the remote working model and multiple time zones. Tempers are beginning to flare, accusations are increasing, and mistrust is growing.
During a conference call the suppliers project manager picked up a casual comment by a non-core team member. By asking a number of pointed questions and paraphrasing the responses the additional clarification redirected the discussion and led the problem through to a sensible conclusion. In doing so calm was restored, the company achieved the qualitative and quantative results needed, and previously ignored participants were heard and understood.