Questioning techniques
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This document discusses different questioning techniques. It begins by providing quotes about the importance of asking questions from various sources. It then explains that questions are asked to resolve issues, clarify doubts, get knowledge, share ideas, and make plans or get information. The document goes on to describe different types of questions: closed questions check understanding and elicit yes/no answers; open questions seek explanations, details, thoughts, ideas, feedback and use wh- words; funnel questions start general and get more specific; probing questions gather more details and clarify misunderstandings; and clarifying questions verify and confirm information. Finally, it provides tips for effectively asking questions such as listening, using positive words, maintaining confidence, asking relevant questions,
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Questioning techniques
- 1. Esta foto de Autor desconocido está bajo licencia CC BY-NC QUESTIONING TECHNIQUES
- 2. • “He that nothing questions, nothing learns”. – Unknown • “Knowledge is having the right answer. Intelligence is asking the right question.” - Unknown •“Successful people ask better questions, and as a result, they get better answers”. - Tony Robins
- 4. WHY ARE QUESTIONS ASKED? Share ideas Make a plan Get information
- 5. QUESTIONING TECHNIQUES Esta foto de Autor desconocido está bajo licencia CC BY
- 6. CLOSED QUESTIONS • Check understanding • Affirmation • Specific • Yes/No answers Examples: • Will I get a response by tomorrow? • Do we agree on this decision? • Are you happy with the services that we provide? OPEN QUESTIONS • Explanation • Details • Thoughts • Ideas • Feedback • Wh-words Examples: • What happened at the conference today? • Could you please describe your needs and current circumstances? • What do you think about this conclusion / discussion?
- 7. FUNNEL QUESTIONS • Start with general questions • End with specific questions • Ask for a lot of details Examples: • When was the call made? • Do you know the name of the person whom you spoke to? • What sort of behaviour did they exhibit? • What was your call about? • What questions did you ask? • What was the response? PROBING QUESTIONS • Gather more details • Clarify doubts • Clarify misunderstandings Examples: • What exactly is the current situation? • Who exactly is requiring these details? • What is exactly this information needed for? • Where exactly will you be using this? • What types of products do you need, how and where will you be using them? • Can you be more specific?
- 8. CL ARIFYING QUESTIONS • Verify information • Confirm information Examples: • Just to confirm, you have taken land line unlimited broadband and television package. Is that correct? • Before we finish, let me go through this. You need a person to call you at lunch time and dinner, 30 minutes each. Is that correct? • Am I right in confirming that the delivery will be in 3 days’ time? • Am I right in believing that you all understand that tomorrow is the last day for submitting your paperwork? TO EFFECTIVELY ASK QUESTIONS YOU NEED TO: • Listen effectively so that you are able to formulate the next question. • Use positive words and motivate the questioned person to answer effectively. • Maintain confidence, so that the customer or client or anyone else who is talking trusts you to give an answer. • ask relevant questions and never random questions as this will be totally out of the subject that is being discussed.
- 9. LET’S PRACTICE! Esta foto de Autor desconocido está bajo licencia CC BY-SA