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Questionable Answers Mastering the art of inquiry Jim Dawson
You receive massive amounts of information at work and in your personal life every day. But are you getting the information you really need? Do you know how to ask the right questions and actively listen to the answers - whatever they may be - in order to gain the knowledge and insights you need to be successful?
There are two types of questions: open and closed. Open questions encourage people to share information in a free-flowing manner. Closed questions solicit specific information, such as "What is the price of this hot tub?" and "Where is the spa sanitizer?"
Most of us are comfortable asking closed questions because the answers are specific and straightforward. But when you ask an open question and listen carefully to the answer, you may discover something you were not expecting. In fact, the answer might challenge your assumptions and require you to adjust to new circumstances.
If, for example, an employee did something that didn't turn out well, you could ask him why he did it. That is an open question, but unless you ask it in a supportive, non-threatening way, he could become defensive. A more productive, open question might be, "Can you tell me what you were thinking about when you did it?" His answer to that question will shed greater light on his motives and intentions and give you more of the information y o u need to help him make better decisions.
Basic journalism techniques such as asking who, what, why, when, where and how can help you gain valuable information. However, one of the easiest ways to get people to talk is to ask with genuine interest, "Can you tell me more about that?" or "Can you help me understand what you mean?" When people believe they can trust you, they will tell you what you need to know.
Here are five crucial reasons for asking questions and actively listening to the answers:
Then reflect back to the person what you heard to ensure mutual agreement as to what is needed. When you have a different opinion about how something should be done, ask open questions that help you understand the other person's point of view. Good questions might be, "Why is it important to do it this way?" and "How will this process affect the results?"
Take a tip from football coach Lou Holtz, who said, "I never learn anything by talking. I only learn when I ask questions."
Asking open questions of yourself and others leads to a broader perspective and promotes good teamwork.
When a colleague is doing something that seems strange to you, rather than asking her why she is doing it that way, ask y o u r s e l f why she is doing it that way. The answer may surprise you.
The same is true in helping others understand the value of your opinion or approach. By asking your colleague why she thinks you do things the way you do, you open the door to a potentially productive dialogue and better teamwork. The key is to ask questions that help you and others see both sides of the issue without invalidating either point of view.
People will give you all kinds of information if you treat them with dignity and respect. Says Peter Drucker, a business consultant, author and speaker, "My greatest strength as a consultant is to be ignorant and ask a few questions."
In this case, the right questions can assist you in forming a strategy to take control of the situation. But even the best questions are only effective if you truly listen to the answers and clearly understand the other person's position.
When someone is angry, let him or her know that you sincerely want to know why. By asking "What makes you say that?" then, "What can we do to alleviate this?" and listening to the answers with an open mind, you will set the stage for finding the solution. You will be in control of the situation if you are more interested in finding a good solution than in being right.
It's not as difficult as it sounds. Some of the world's greatest sales professionals are masters of this technique. They put themselves in their customers' shoes and ask, "What would make me believe that?" or, "Why should I care about this?"
To learn how to ask these types of questions, watch others who do it well and read books on the subject. As Dorothy Leeds, author of The Seven Powers of Questions, wrote, "There are only two major ways to get information: by watching and reading and by asking questions and listening."
When others believe that you will treat them with the level of integrity and confidentiality they need to give you an honest answer, the relationships you have with customers, fellow employees, management, and in your personal life will strengthen and grow.
Remember, you may think you know all there is to know at a given moment, but you should never stop asking questions and gathering information. As legendary basketball coach John Wooden said, "It's what you learn after you know it all that counts."
If you want to be a better leader, or just a more productive person, take time to master the art of inquiry.
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Editor's Note: As of this article's online publication, the KFC Hot Tub campaign has closed. It surpassed its campaign goal of $46,683 to raise a total of $53,909. The hot tub is available to purchase (so far, only three are available) at $13,311 and is expected to ship in August 2019.