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The Art of
Asking Questions and
Listening to Answers.
Content
DISCUSSION TOPICS
Why Asking Questions is Important
Different Type, Different Goals
Five Steps to Asking Good & Effective Questions
Are you listening?
360 Listening
Start Practising
ASK QUESTIONS THE OTHER
PERSON WILL ENJOY ANSWERING.
D a l e C a r n e g i e -
H o w t o W i n F r i e n d s a n d I n f l u e n c e P e o p l e
01
Why asking
questions is
important?
To make the right decision,
you need to start asking questions
that really matter.
Slow down and take time
to ask more and better questions.
02
Explore aspects of the problem that are ignored in the
conversation. This can open useful discussion on cultural
and legal differences between you and the other person.
E.g. How would this apply in Australia? or How does that
concept apply to the task?
ADJOINING
Help to better understand what has been said and
uncover the real intent behind what is said. Help
understand each other better and lead us to correct
assumptions and not missing relevant parts. E.g. Why do
you say so? Can you tell me more?
CLARIFYING
ZOOM OUT. Use when you're not sure what is the 'real'
problem. This is to raise broader issues and highlight
bigger picture to understand the overall context. This
questions makes you see better connections between
individual problems.
E.g. What are the larger trends we should be concerned
about? How do they all tie together?
ELEVATING
ZOOM IN. Use this to understand how an answer was
derived, to challenge assumptions, and to understand the
root causes of problems. E.g. How did you do the
analysis? Why did you not include this step?
FUNELLING
A E
C F
CHOOSING THE RIGHT QUESTION
WideNarrow
VIEWOFTHEPROBLEM
INTENT OF THE QUESTION
Affirming what you know Discovering something new
03
Five
steps of
asking
good and
effective
question
What specifically do I want to know?
What info am I missing?
What source do I have to help me to
form my question?
FOCUS
Why am I asking this?
Do I want to gather facts or opinion?
Do I want to offer different views?
What am I going to do with this info?
How do I want people to respond?
Am I starting a discussion?
Am I asking out of frustration or
curiosity?
Do I really care about the answers?
Am I using understandable terms?
Does my question contains facts or
opinion?
Does the question focus on only one
thing?
If I don't have the answer I need,
what are my next steps?
What can I do, if I still don't
understand?
Do I have any more questions?
1
PURPOSE2
INTENT3
FRAME4
FOLLOW-UP5
04
The biggest communication
problem is we do not listen to
understand. We listen to reply.
Listen to others and then be
brave with your decision.
05
Internal
Listening
Focused
Listening
360
Listening
ARE YOU REALLY LISTENING?
Your own thoughts,
worries, and
priorities.
Focus but not
connecting fully.
Listening to what
the person is
saying, how they
say it and what they
are 'not' saying.
06
Allocate 100%
Space
Ask the right
questions 
Request
Clarifications
Para-phrase
Attuned to &
Reflect Feelings 
360
LISTENING
Summarise what
have been said
07
Learning Practice
FROM THEORY TO APPLICATION
08
START PRACTISING
CREATE SPACE IN
YOUR DAY
Manage your calendar. Don't book yourself
out the entire day. Give yourself time for
reflection and space throughout the day, so
when you're talking to someone, you can
give 100% full attention. Get interested and
look interested.
ASK MORE
QUESTIONS
Before answering, ask a question that benefit
the person to understand and dive deeper into
their thoughts and experience.
Choose the 4 types of questions and follow
the 5-step process. Make sure you use 360
Listening steps to fully understand the
situation. If you are face-to-face, observe the
body language. Resist the urge to interrupt.
CLARIFY &
SUMMARISE
Clarify what they really need. Feeding back
what you have understood to test your
understanding. Neutralise your feelings
and put your judgmental thoughts aside.
It's not about you. Refrain from suggesting
a solution immediately. First help them to
draw up a solution themselves.

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Leadership series #1 The Art of Asking Questions and Listening Effectively

  • 1. The Art of Asking Questions and Listening to Answers.
  • 2. Content DISCUSSION TOPICS Why Asking Questions is Important Different Type, Different Goals Five Steps to Asking Good & Effective Questions Are you listening? 360 Listening Start Practising
  • 3. ASK QUESTIONS THE OTHER PERSON WILL ENJOY ANSWERING. D a l e C a r n e g i e - H o w t o W i n F r i e n d s a n d I n f l u e n c e P e o p l e 01
  • 4. Why asking questions is important? To make the right decision, you need to start asking questions that really matter. Slow down and take time to ask more and better questions. 02
  • 5. Explore aspects of the problem that are ignored in the conversation. This can open useful discussion on cultural and legal differences between you and the other person. E.g. How would this apply in Australia? or How does that concept apply to the task? ADJOINING Help to better understand what has been said and uncover the real intent behind what is said. Help understand each other better and lead us to correct assumptions and not missing relevant parts. E.g. Why do you say so? Can you tell me more? CLARIFYING ZOOM OUT. Use when you're not sure what is the 'real' problem. This is to raise broader issues and highlight bigger picture to understand the overall context. This questions makes you see better connections between individual problems. E.g. What are the larger trends we should be concerned about? How do they all tie together? ELEVATING ZOOM IN. Use this to understand how an answer was derived, to challenge assumptions, and to understand the root causes of problems. E.g. How did you do the analysis? Why did you not include this step? FUNELLING A E C F CHOOSING THE RIGHT QUESTION WideNarrow VIEWOFTHEPROBLEM INTENT OF THE QUESTION Affirming what you know Discovering something new 03
  • 6. Five steps of asking good and effective question What specifically do I want to know? What info am I missing? What source do I have to help me to form my question? FOCUS Why am I asking this? Do I want to gather facts or opinion? Do I want to offer different views? What am I going to do with this info? How do I want people to respond? Am I starting a discussion? Am I asking out of frustration or curiosity? Do I really care about the answers? Am I using understandable terms? Does my question contains facts or opinion? Does the question focus on only one thing? If I don't have the answer I need, what are my next steps? What can I do, if I still don't understand? Do I have any more questions? 1 PURPOSE2 INTENT3 FRAME4 FOLLOW-UP5 04
  • 7. The biggest communication problem is we do not listen to understand. We listen to reply. Listen to others and then be brave with your decision. 05
  • 8. Internal Listening Focused Listening 360 Listening ARE YOU REALLY LISTENING? Your own thoughts, worries, and priorities. Focus but not connecting fully. Listening to what the person is saying, how they say it and what they are 'not' saying. 06
  • 9. Allocate 100% Space Ask the right questions  Request Clarifications Para-phrase Attuned to & Reflect Feelings  360 LISTENING Summarise what have been said 07
  • 10. Learning Practice FROM THEORY TO APPLICATION 08
  • 11. START PRACTISING CREATE SPACE IN YOUR DAY Manage your calendar. Don't book yourself out the entire day. Give yourself time for reflection and space throughout the day, so when you're talking to someone, you can give 100% full attention. Get interested and look interested. ASK MORE QUESTIONS Before answering, ask a question that benefit the person to understand and dive deeper into their thoughts and experience. Choose the 4 types of questions and follow the 5-step process. Make sure you use 360 Listening steps to fully understand the situation. If you are face-to-face, observe the body language. Resist the urge to interrupt. CLARIFY & SUMMARISE Clarify what they really need. Feeding back what you have understood to test your understanding. Neutralise your feelings and put your judgmental thoughts aside. It's not about you. Refrain from suggesting a solution immediately. First help them to draw up a solution themselves.