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Spectrum Organizational Development - Skillful Questioning
 

Spectrum Organizational Development - Skillful Questioning

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This presentation was a component of a week-long meeting Spectrum Organizational Development recently helped a client facilitate. The material helps employees understand that in order to be effective ...

This presentation was a component of a week-long meeting Spectrum Organizational Development recently helped a client facilitate. The material helps employees understand that in order to be effective communicators, they must hone their skills in the area of asking questions. By asking the right question, to the right person, at the right time, the information received will be as useful as possible. The slides cover the types of questions which can be asked, understanding potential responses, and the ability to listen. There is also a brief section that outlines the Socratic Method.

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    Spectrum Organizational Development - Skillful Questioning Spectrum Organizational Development - Skillful Questioning Presentation Transcript

    • The Art of Skillful Questioning
    • The Masters
    • The Masters
    • The Masters
    • The Masters
    • Why Ask Questions?
    • •  All anyone really wants is to be listened to and appreciated. Why Ask Questions?
    • Who’s Leading?
    • Permission to Help Trouble Shooting Relationship Building Unblocking / Changing Mindsets Understanding Perspective Seeking The Goal
    • An Inquiry Strategy Problem Statement • Determine what is to be investigated, and determine a question, or hypothesis Data Collection • Gather as much data as possible about the topic from appropriate sources Analysis • Examine and discuss the findings and provide explanations or clarity Conclusion • Based on analysis determine solutions related to the original problem statement
    • The Ultimate Master
    • Socratic Method Problem Proposal A Proposal B Assumptions Underlying A Identified Assumptions Underlying B Identified Pros & Cons A Pros & Cons B Choose A or B Compromise of A and B New Alternative Choice
    • Questions are good… …but questions with a purpose are better. Why Ask Great Questions?
    • •  Obtain Information •  Maintain Control •  Express Interest •  Clarification •  Explore •  Encourage Further Thought Know The Purpose
    • Questioning Basics
    • Closed Open Questioning Basics
    • No   Yes   Closed Questions
    • Leading  /   Loaded   Recall  /   Process   Rhetorical   Funneling     Open Questions
    • Types of Questions
    • Perspec8ve   Evalua8on   Lead  to   ac8on   Knowledge   Types of Questions
    • •  Perspective questions help you see the big picture reasons for an action. Perspective
    • •  “If we implement this change, how will it impact the daily work of home office staff?” •  “How would this new product fit among the products introduced by our competitors?” Perspective
    • •  Help you narrow your focus. Evaluation
    • •  “Which of these features will be the fastest to promote?” •  “What members of your team have the most experience with Parts & Service?” Evaluation
    • •  Help you decide strategy and create accountability for future actions. Lead to Action
    • •  “How can we promote this new line in 6 weeks without bringing on new staff?” •  “When will the team complete this new process improvement?” Lead to Action
    • •  Help you gather information. Knowledge
    • •  “Can you explain to me how this process works?” •  “What results did we achieve with the last marketing campaign?” Knowledge
    • What to Expect
    • Types of Responses What to Expect
    • Direct & Honest Lie Out of Context Avoidance Stalling Distortion Refusal Responses
    • Authority Credibility Respect Remember – You Are A Consultant
    • Help Me
    • •  “It won't start.” •  “The paper tray was stuffed.” Help Me
    • •  The key to recovering information about unspecified nouns is to ask for more information. •  “Who or what specifically...?” Help Me – Recover Information
    • •  "In my garage, when I turn the key in my 2011 Mazda3, the following happens: I hear a grinding noise, the oil light on the dash flashes, the motor catches, runs for two seconds and then stops.” Unspecified Nouns
    • •  “She shut down the computer.” •  “I'm trying to start the motor right now.” •  “He replaced the alternator last week.” Help Me
    • •  It is frequently of critical importance how something was or is being done. •  “How specifically...?” Help Me – Learn How
    • •  How specifically did she shut down the computer - by using the shutdown command from within the operating system? By pushing the on/off switch on the back? By pulling the power cord? Unspecified Verbs
    • •  “The website is slow.” •  “The engine is idling fast.” Help Me
    • •  Knowing what something is being compared to can be critical, especially if are you being asked to restore it to an ideal or standard that is unattainable. •  “Compared with what...?” Help Me – Make Comparisons
    • •  “The website is slow, compared to what?” •  “The engine is idling fast, compared to what?” Comparisons
    • •  “Obviously, a poor design caused the failure.” •  “Clearly, this new vehicle isn’t selling fast enough.” Help Me
    • •  If you replace the word “obviously” with “it is obvious” it becomes clear that there is critical information missing here: namely who this is obvious to and on what grounds it is obvious! •  Who is making this judgment, and on what grounds are they making it? Help Me – Identify Judgments
    • •  “Who says, this new vehicle isn’t selling fast enough, and how do they know that?” Judgments
    • •  "I cannot send this email.” •  “It’s not possible to hit those sales targets.” Help Me
    • •  Don't get sucked into someone else's reality and necessarily accept their ideas about what is possible or not possible •  “What would happen if you did...?” or, “What prevents you...?" Help Me – Reset Frames
    • •  “What is preventing you from sending that email?” Frames
    • Going Forward
    • Target   Timing   Phrasing   Ac8on   Other Considerations
    • Have a Plan Use Silence Encourage Participation Asking Great Questions
    • W5H Always Remember