Shift responses are usually self-referential statements while support responses are more often other-directed questions. But they have to be truly curious questions meant to elicit more information and not subtly impose your own opinion—open-ended questions like “What was your reaction?” not “Didn’t that piss you off?” The goal is to understand the speaker’s point of view, not to sway it.
When you listen for this kind of response, it’s amazing how frequent it is.
