The art of questioning

People are often surprised when I point out that asking questions is actually a listening skill. If I am asking a question, am I not talking, rather than listening? Well, you are actually talking for the purpose of listening.

There are two types of question we use as part of the listening process: closed-ended and open-ended.

People are often surprised when I point out that asking questions is actually a listening skill. If I am asking a question, am I not talking, rather than listening? Well, you are actually talking for the purpose of listening.

There are two types of question we use as part of the listening process: closed-ended and open-ended. A closed-ended question can be answered with yes or no, or with another single word. A one-word answer, however, is not enough for an open-ended question; it needs some words of explanation. A lively listener knows how to make use of both types of questions to elicit information and guide a dicussion. Here’s how to do it.

Ask closed-ended questions when you want confirmation:

Do you want me to call David and tell him you will be late for the meeting? (Answer: yes or no)

Who is responsible for reserving the meeting room? (Answer: Maria)

How many copies of the handout will you need? (Answer: six).

Consider, on the other hand, the following open-ended questions:

You have described the new software they are using in Purchasing. How do you see it working in our department?

We agree that the placement of the equipment in the copy centre is causing congestion. What are your ideas as to how we can reorganize it for better workflow?

These questions call for more details, serving to expand the discussion.

Make a point of using the right mix of questions to confirm facts and obtain informationyou will automatically become a better listener.