Additional Insights- More and More Questions

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‘JK sez’: never stop asking questions

Most appropriate words to asking questions are of course: ‘the 5 W’s on an H’: ‘What’, ‘Why’, ‘When’, ‘Whom’, ‘Where’ and ‘How’.

I keep six honest serving men,
They taught me all I know,
Their names are What and Why and When, And How and Where and Who.
- Rudyard Kipling’s: The Serving Men; The
Elephant’s Child (1902)

‘What’ broadly states the situation or problem. “Why” is arguably the most powerful question you can ask. It forces you to consider the significance of the problem and thus the nature of your response. It can be especially valuable when applied as part of the well known as the problem solving technique, ‘5 Whys’. The repeated asking of ‘why?’ can enable deep analysis of problems, essential for getting to root causes.

Next you should use ‘how’, ‘where’, ‘who’ and ‘when’. These questions are designed to both deepen and broaden analysis. When combined into a question checklist, they become both a tool for analyzing and solving problems, and the basis for an action plan.

These ‘open-ended questionings’ are of course excellent in appropriate probing routines as there is no fixed ending or limit of reply. In addition the questions encourage ongoing conversation, and assist you in gaining more information. On top of that they allow you to gain insights into the person on the other side’s feelings, as they draw out more information.

On the other hand; ‘closed questions’ accomplish answers with a fixed range limit. In principle they are answered with a ‘yes’ or a ‘no’, or with a simple statement of fact. By using these questions you are directing the conversation. Used mainly for collecting quickly and efficiently a set of specific needs of information or (re-) confirming facts and/or by way of checklist use.

These two are just the main categories; you can do even more specific routines by engaging into: Probing Questions; Echo question and Leading Questions

Probing Questions: this one is particularly helpful as and when an open-ended questions only provides part of the answer you are looking for. These probing questions are similar to open-ended question, but it’s a follow-up and they address narrower facts. It asks about one area and will lead you to the heart of the matter. As examples: “Are you able to tell me more about…..?” or “What did you like best about ………..”

The Echo Question: This technique is good for getting more information also. In a sense, you can use it similar to a probing question. Basically you are to repeat the last part of a phrase the caller said. Slightly raise the tone of your voice at the end of the phrase to convert it to a question. Then pause and use silence. “…The billing you received?”

The echo question repeats part of what the other person has said, whilst using voice inflection to convert it into a question. It is also known as ‘mirroring or reflecting’. Some call it: ‘parroting’. Any way you want to call it, it’s a valuable technique to use.

Leading Questions: these ones you better watch out for as they can end up being good or bad at the same time. If you ask them improperly, they tend to be understood as being manipulative as it tends to lead the person to answer the way you want. Used properly though, you will be helping the person to the right answer. Samples are:

“You understand what I’m mean, don’t you?”
“You’ll want to know about our service delivery, right?”
“You’ll want to go and make a purchase, won’t you?”

Many a times these leading questions end with suggestive nudges toward the desired answer. Most of the time the ending phrases would be, “Don’t you?”, “Shouldn’t you?”, “Won’t you?”, “Haven’t you?”, and “Right?”

So where are leading questions useful? Well, they’re useful in helping someone who’s undecided to make the right decision, a decision that is intended for their benefit. You end up using a leading question ethically when you help someone to do the right thing. This technique, is known by some as: the “tie down” technique because you’re actually trying to tie down the other person’s needs.

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