exploring the when, why and how of effective questioning. jacky roddy airs 2012
TRANSCRIPT
Exploring the when, why and how of effective questioning.
Jacky RoddyAIRS 2012
SESSION OBJECTIVESTo identify why we ask questionsTo identify different types of
questionsTo learn when to use what types of
questionsTo identify questioning strategies
Why Ask QuestionsBuild rapportComplete an assessmentGet the factsGuide the conversationClarify and Confirm Understanding
BUILD RAPPORTPeople generally respond positively if you ask
about what they think or feel about a situation or enquire about their opinions.
Allows you to connect with the caller in a more meaningful way.
Questions say you care enough to be engaged
QUESTIONS & THE NEEDS ASSESSMENT
Assessment is critical for effective information and referral.
You must ask questions of the client before you can give information.
Asking questions helps identify, analyze and prioritize the clients needs.
A needs assessment involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
It is sometimes necessary to ask the same question but in a different way.
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking.
QUESTIONS & THE NEEDS ASSESSMENT
GET THE FACTSurgency (how quickly do they need the service?)
who the service is for?
health status
age
family composition
previous attempts at getting help for the situation
address or general location
access to the Internet
GUIDE THE CONVERSATION
As the I&R provider it is important that you stay in control of the interaction.
Asking questions helps you stay in the drivers seat of the interaction
With an angry or upset caller questions can help diffuse the situation
CLARIFY AND CONFIRM UNDERSTANDINGAsking directly if your understanding of the
situation is correct goes a long way in avoiding misunderstanding
QUESTIONING SKILLSAsking questions often comes naturally
Asking the right type of question, at the right time is a skill
Knowing the types of questions is the first step in honing the skill of asking questions.
Types of QuestionsOpen Questions
Closed Questions
Funnel Questions
Probing Questions
Leading Questions
Reflective Questions
Open QuestionsBuilds relationship, tells the client you are
interestedProvides detail Allows for empathetic listeningElicit responses that are more than one or two
wordsWhat happened when…How do you feel…
CAUTIONEasy to loose control of interaction and keep the
client on track
Closed QuestionsTypically yes/no response or short answerProvides essential facts, (postal code, age)Getting talkative clients back on trackClosing a call
CAUTIONMay feel like an interrogationCan shut down a conversation particularly if
the answer is unknown
Funnel TechniqueInvolves starting with a general question then
narrowing to the more specific“Have you contacted any services regarding...?”
Yes a few.
“What services have you tried?”The XYZ and ABC
“What happened when you contacted service XYZ?”
Funnel questions usually start with closed questions and move to open questions.
CAUTION Don’t get caught in just exploring the funnel
direction
ProbingProbing questions are used to check for more detail
or clarification
Cannot be planned in advance
Difficult to construct therefore often avoided
Essential to a complete and thorough needs
assessment
TIPS FOR PROBING QUESTIONSCheck to see if you have a “right” answer in mind.
If so don’t ask it.
Refer to the client’s original question/focus point.
Try using verbs: What do you fear? Assume?
Expect?
Think about the concentric circles of comfort, risk
and danger. Use these as a barometer. Don’t
avoid risk, but don’t push the client into a
situation of discomfort or distrust.
Concentric Circles of Comfort, Risk & Danger
GOOD PROBING QUESTIONSDon’t place blame on anyone
Allow for multiple responses
Empower the client
Avoid yes/no responses
Are usually brief
Move thinking from reaction to reflection
PROBING STEMSWhat do you think would happen if…?How was…different from…?What is the connection between…and…?What other approaches have you
considered ...?CAUTIONDon’t let probing slide into prying...know why
you are asking every question you ask.Avoid “Why” questions they may come across
as blaming and judgemental.
LeadingLeading questions leads the client to answer in
a particular way and to answer at all.
Used to wrap up a call, get a clients opinions/feelings, clarify a clients understanding of actions
CAUTION Can be viewed as manipulative
REFLECTIVE Reflects back to the client what has been said or
the action plan for the client.
Reflective questions can also be used to defuse situations
“How do you feel about calling XYZ agency?”
CAUTIONRemember your limitations...you are not a
psychotherapist
QUESTIONING TECHNIQUES
You have probably used all of these questioning techniques before in your everyday life, at work and at home.
But by consciously applying the appropriate kind of questioning, you can gain the information, response or outcome that enables an effective I&R interaction.
What to use whenUsing the 3C model:
Contact – Ask open ended questions
Clarification – Ask probing, funnel, and some closed questions
Closure – Ask closed and reflective questions
What to use whenTalkative Client – closed questions
Hostile or Upset Client – Reflective Questions, Open Ended Questions
Confused Client – Funnel Questions; Probing Questions
Non trusting Client – Open Ended
Questioning StrategiesWatch your timing
Have a plan
Ask permission
Go from broad to narrow
Use simple language, watch acronyms and technical terms
Be non-threatening, non-manipulative and non-blaming
Take a consultation approach, be empathetic and
understanding
SummaryQuestions are asked to get the facts but also to
build rapport, guide the conversation and clarify your understanding.
There are many different types of questions but when to use them and how to word them correctly is a skill.
There are strategies to effective questioning that can be learnt and practiced.
ANY QUESTIONS
&
THANK YOU