The Art of Questioning
This title is part of the
Take Away Training Series
Synopsis
Discover how to be interesting, engaging and effective when asking questions. Learn various forms of questions, how best to combine them, and even how to use questions to motivate.
Key Learning Points
Why do we need to ask questions?
- Essential part of every job
- Find out information, facts
- Find out customer needs
- Find out what tasks need to be done
Closed questions:
- Short questions with short quick answers, eg. Are you thirsty? Yes/no
- Gives you control of a discussion
- Asking too many closed questions can sound like an interrogation
- Multiple choice questions useful, also ratings
Open questions:
- Provides the chance to answer any way they wish. eg. why, how, tell me more etc.
- Useful to get more information out of people
- Solving problems
Combining open & closed questions:
- Moving from closed to open, eg. Have you experienced something like this before? Yes/no. Tell me about it.
- Open to closed, eg. So what happened next? Were you worried?
- Repeat what they say after an open question, and finish with a closed question, ask is this correct?
Questions in a group:
- Ask open or closed questions, but not humiliate or embarrass people
- Link to a discussion where someone has said something before
Questions to motivate:
- Getting people enthusiastic
- Challenge questions
- Questions to trigger an action
- Ask questions with 'we' and 'us'
Questions to use carefully:
- Always use a positive, friendly tone of voice where possible
- Asking multiple questions without giving the person time to answer
- Vague or ambiguous questions
- Rhetorical questions
- Leading questions, or questions people already know the answer to
Use silence:
- People are uncomfortable with silence - so give people time to answer a question
- People reluctant to answer, using silence puts pressure on them to answer
Package Description
DVD
Recommended Audiences
- All staff
- Managers
Distributed in the following format(s)
- DVD
Available in the following language(s)
- English
Media Type
Video Recording
Presentation Style
- Interview
STOCK CODE
TAT99
ISBN
9780980294842
Published
Melbourne
Filming location
Australia
Release year
2007
Copyright owner
ClickView
Publisher
Seven Dimensions