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- 1. Tony Bruce, Tony Bruce Consulting Ltd One More Question.... www.eurostarconferences.com @esconfs #esconfs
- 3. 3 Summary ● Use of questions ● Potential categories ● Questions! ● Reflection ● Closed ● Different answer ● Open ● Leading ● Rephrasing ● Tone/Emphasis ● Right person ● Quiet ● Probing ● Right environment
- 4. 4 Use of questions How important are questions? Why?
- 6. 6 Things to think about Asking a question forces focus Don't try to read minds – ask
- 7. 7 Three General Categories Questions asked because the answer is important – Learn about an idea/event/etc – What happened?
- 8. 8 Three General Categories ● Questions asked because the question is important – Particular line of reasoning – 5 Whys http://dilbert.com/strips/comic/2003-05-17/
- 9. 9 Three General Categories Questions asked because the process of asking is important – May not have a straight answer – Trigger thinking ● Develop ideas
- 10. 10
- 11. 11 Things to think about Asking the right question at the wrong time brings pain Ask the right question at the right time Do I have enough information? – How else could I get information?
- 12. 12 Closed What? Allow for short factual answer Why? Small piece of information Example Are you thirsty?
- 13. 13 Closed question uses Find out a persons name Find out where a person is going Find out where you need to go
- 14. 14 Things to think about Close questions are not good conversation carriers What is my intent? – What is their intent?
- 15. 15 Open What? Has many possible answers Deeper answer Why? Prompt thinking, more information Example What has been the most interesting part of today?
- 16. 16 Open question uses Gather more information Trigger deeper thinking Help realise what has not been thought about
- 17. 17 Things to think about These questions and points won't work all of the time But they do work some of the time
- 18. 18 Rephrasing What? Clarifying, focus Why? Avoid confusion Clearer response Helps you confirm you understand Example Tony had three pencils and bought three more. Later that day he lost five pencils, how many did he have left? What is 6 minus 5?
- 19. 19 Rephrasing uses Avoid asking questions that need clarification - Or use rephrasing for the clarification Help your and others understanding
- 20. 20 Things to think about Do they really know what they are talking about?
- 21. 21 Right person What? The right person to ask Why? Personal reasons Could be better at it than you Influence/experience/leverage Example You are new
- 22. 22 Right person uses Making use of established/existing relationships
- 23. 23 Things to think about If I were in their shoes, could I see why they may think differently?
- 24. 24 Probing questions What? Follow up questions Deeper Guided Why? More information Increase understanding Example Asking for a example What exactly would you expect to see in this paragraph on coverage?
- 25. 25 Probing question uses Gaining clarification to ensure you have the whole story and that you understand it thoroughly Drawing information out of people who are trying to avoid telling you something
- 26. 26 Further probing... 5 Whys ● Looking at the problem and asking why? – Problem solving – Get to the root quickly
- 27. 27 Question to try What is the most important thing we need to discuss this morning?
- 28. 28 Different answer What? Answer doesn't work Same question, different party Why? Need a different answer Don't have the right answer Example Hanging up and ringing back
- 29. 29 Different answer uses You know the answer is wrong You know the answer is influenced
- 30. 30 Things to think about How important is it really?
- 31. 31 Leading What? Suggest the answer or evoke specific response Why? Getting the answer you want Guiding Example This is better isn't it? Do you have any problems with your manager?
- 32. 32 Leading uses Check your assumptions Asking for agreement
- 34. 34 Different meanings Question How could you say that? How could you say that? How could you say that? How could you say that? Meaning Reprimand, as in “how dare you say such a thing.” Other people might say it, but not you. You might think of it, but saying it is another matter. Incredulity expressed over what it was you said.
- 35. 35 Question not to try At what point did you realise you would not make it as a professional project manager?
- 36. 36 Be comfortable with quiet What? Intentional “Dead air” Why? Fill the silence Uncomfortable Information Example
- 37. 37 Quiet uses Nobody seems willing to talk You want to create uncomfortableness Keep quiet until you get your answer
- 38. 38 Things to think about Why am I interpreting it this way? – How else could it possibly be interpreted? How often do I say, 'I don't know'? – How I can I get to saying 'I know'?
- 39. 39 Right environment What? Be in the right place Why? Easier to ask Easier to anwer Uncomfortable Example Too much background noise
- 40. 40 Right environment uses You need more time Difficult answer/question
- 41. 41 Possible traps Asking too many questions at once Don't provide the answer Generally, try avoid condescension and sarcasm
- 42. 42 Things to think about Have you noticed when you start asking questions it tends to start other people questioning?
- 43. 43 Summary ● Use of questions ● Potential categories ● Questions! ● Reflection ● Closed ● Different answer ● Open ● Leading ● Rephrasing ● Tone/Emphasis ● Right person ● Quiet ● Probing ● Right environment
- 44. 44 Reflection What did you learn from this discussion?
- 45. 45 Thank you @tonybruce77 dancedwiththetester.blogspot.co.uk tony.bruce@tonybruceconsulting.co.uk
- 46. 46 References ● The Art of Asking: Ask Better Questions, Get Better Results- Terry J. Fadem ● http://www.lasw.org/questions_probing.html ● http://www.mindtools.com/pages/article/newTMC_88.htm