ࡱ> ` =bjbj .|5(((((((<`2`2`282D2<z3Z44444:R<hzjzjzjzjzjzjz$|hC@z(>44>>z((44zCCC>X(4(4hzC>hzCC2r((w43 2`2?|t.w|z0zt~?\w(w<.=>l=,C=$=.=.=.=zzBCX.=.=.=z>>>><<<$`2<<<`2<<<(((((( Use questions and active listening techniques  TOC \o "1-2" \t "Heading 1,1,Heading 2,2,heading - attachment/assignment,2" Active listening  PAGEREF _Toc102893127 \h 2 What does active listening mean?  PAGEREF _Toc102893128 \h 2 Key principles of active listening  PAGEREF _Toc102893129 \h 3 Reflective questioning  PAGEREF _Toc102893130 \h 5 The use of reflective questions  PAGEREF _Toc102893131 \h 5 Open-ended and closed questions  PAGEREF _Toc102893132 \h 6 Other types of questions  PAGEREF _Toc102893133 \h 7 What-if questions  PAGEREF _Toc102893134 \h 7 Sorting and sifting questions  PAGEREF _Toc102893135 \h 7 Clarification questions  PAGEREF _Toc102893136 \h 7 Planning questions  PAGEREF _Toc102893137 \h 8 Strategic questions  PAGEREF _Toc102893138 \h 8 Organising questions  PAGEREF _Toc102893139 \h 8 Probing questions  PAGEREF _Toc102893140 \h 9 Divergent questions  PAGEREF _Toc102893141 \h 9 Devils advocate questions  PAGEREF _Toc102893142 \h 9 Summary  PAGEREF _Toc102893143 \h 10 Check your progress  PAGEREF _Toc102893144 \h 10  Active listening Have you ever tried to do something about a problem before you really understood the problem itself? It usually doesnt improve the situation. Similarly, you need to understand a clients concern or complaint before you can address it. Effective questioning and listening are strategies for getting to the crux of a problem. This is especially the case with client complaints. Even what appear to be trivial complaints can develop into something of significance, so you must ensure that you have the correct facts. When you are dealing with client complaints, it is critical that you listen carefully to the facts. What does active listening mean? Reflect Have you ever tuned out when a person is complaining to you? Consider what may happen if someone at work is making a complaint that has serious consequences, or if the person making the complaint is a senior manager? When youre dealing with clients, you cant tune out. Its vital that you listen carefully and respond appropriately. To do this, people often use a technique called active listening. Active listening occurs when you focus on the message youre receiving from the other person, without thinking about what you want to say next. Your response to the sender is one that paraphrases what youve heard. That is, you summarise what youve heard, and say it back to the sender in your words. This ensures that you have understood the idea the sender wants to give you. Key principles of active listening Do you sometimes come away from a conversation thinking that the other person didnt really say much? Perhaps you were guilty of not listening actively! One of the key principles of active listening is allowing the other person to talk freely. However, be aware of spending too much time discussing what is not relevant to the task at hand. Below are more principles of active listening that aim to encourage the other person. PrincipleDescriptionDo more listening than talking.Give the other person time to talk. Show that you are interested in what they have to say.Show encouragement.Use non-verbal as well as verbal cues to show you are listening. For example, maintain eye contact, nod, sit upright and say yes or I see at appropriate places, and use a positive tone of voice.Avoid appearing tense.For example, avoid sitting with arms and legs tightly crossed and speaking in a hurried and agitated tone of voice.Try not to agree or disagree right away.If you feel you have to disagree, wait until the other person has explained and then disagree, but provide reasons for your stand.Show empathy.Imagine yourself in the other persons position. Respond to their feelings.Be other-directed.In other words, dont project your feelings or ideas on them.Be accepting of the other person.This means being non-judgmental and non-discriminatory.Be non-defensive.Instead, admit any errors or oversights on the part of yourself or your organisation and apologise for that.Paraphrase (summarise) what the speaker is saying.In other words, restate key facts, issues, perceptions and interpretations. When you receive a client request, even a simple one, its important to check that youve understood it correctly.Be aware of the other persons sensitivities.If you need to ask questions of a sensitive nature, ask them in a gentle, polite and supportive manner and tone of voice. Assure confidentiality. Wait for the right time to ask as well that is, when the other person is relaxed and you have gained their confidence.Reflect every now and again on what the other person is saying.For example, you might say: So you were quite upset by that behaviour because you felt that it was quite unfair? This shows the other person that you understand how they feel and that their concerns and feelings are valid.Show warmth and support.Smile, where appropriate. Look concerned. Avoid being cold or abrupt.Admit it when youre lost.Avoid pretending to understand. Simply say something such as: Sorry, could you just say that again? Clarify anything you dont understand. This lets the other know that you have been listening and that you understand what theyre saying. Youll need to wait for an appropriate situation to arise to practise your active listening, but such situations arise more frequently than youd think. Reflect on these principles and make a genuine attempt to practise them it may not be easy, at first. An alternative to this might be to carry out a role play, but youll need to find a partner say a fellow student, family member or friend. Set up a particular situation in which your partner can play the role of a client asking you for help. You can then practise active listening techniques in handling the situation. You may also be able to do this via a telephone or chat facility. Reflective questioning Active listening is one technique youll need to practise. A related skill is to use reflective questioning or listening. Suppose youve asked a supervisor for advice on an incident, or youve passed a tricky question along to an expert. Now you want to report back to the client, but you dont clearly understand the answer or solution youve been given. If your supervisors feedback isnt clear to you, you can use reflective questioning. This is the technique of repeating the sentence with a few changes (paraphrase), but phrased as a question. You will have heard the way some people ask a question, with a rising tone of voice at the end of the sentence. Look at the following example. Lance:So you say I should use reflective questions?Olga:Thats right. A reflective question copies a sentence like an echo, but changes the wording to say the same thing your way.The use of reflective questions A reflective question allows the other person to correct and clarify any misunderstandings you have of the message. Reflective questioning can also be used with clients and when briefing other staff. If you echo back what a client has told you, the client then has a chance to either agree with you or point out things you missed or misunderstood. This is particularly important when trying to ascertain the facts when a client is making a complaint. Open-ended and closed questions Can you see how active listening and reflective questioning will help you in your client dealings? Now well turn to some other types of questions. We use different types of questions for different purposes. First well look at open-ended versus closed questions. Open-ended questions gather more information. Someone answering an open-ended question cannot answer with a yes or no, because it wouldnt make sense. Closed questions do require a yes or no, or a similar response. These are used to clarify what youve received or to seek confirmation of the idea that you have. Here are some examples of each. Question styleDescriptionOpen-ended questionsWhat kinds of products are you interested in purchasing? What do you need the equipment for?Closed questionsAre you saying that your email system is not working? Are you sure that youre happy for your repayment levels to fluctuate?Reflect Think of at least one open-ended and one closed question that you could ask a client who has phoned you at the help desk complaining that their computer is running very slowly. You may have suggested many different questions. A couple of examples are given below. Do your questions fit a similar pattern? Question styleDescriptionOpen-ended questionsCan you tell me a bit more about the problem? What kinds of programs are you running at the moment?Closed questionsWas it OK yesterday? Did you try re-booting?Other types of questions What-if questions Use what-if (or hypothetical) questions to explore the possibilities with the client (or on your own). Youll also be able to bring out any reservations that you or the client may have. An example of this is: What if we do not have any flights that week? Can you travel the following week? Sorting and sifting questions Sometimes a client might give you a lot of information. This includes clients who: do not really know what they want are verbose do not get to the point talk in a stream-of-consciousness manner (dont organise their thoughts in any way). Some of this might not be relevant to their request and you need to sift through the information to arrive at the clients key issues or priorities. Here are a couple of examples: Which one of these is a priority for you? Out of all the features youve mentioned, are there ones that you are most interested in? Clarification questions Sometimes what the client is saying may not seem logical or coherent. Information may seem contradictory. Before you dismiss that information as useless, ask for clarification. Perhaps the client had not explained in great detail because they had assumed that you had the prior knowledge to understand what they were saying. Here are a couple of examples: Which incident happened first? Was it a pleasant or unpleasant visit? Planning questions Sometimes your client will need your help to plan ahead. An architects work, for example, may involve planning a house that will accommodate a growing family. A Property Loans Officers work may involve planning repayments. He may ask the following question: Do you want to pay off your loan sooner? Strategic questions Your client may need your help in working out how to proceed next. One such question may be: Which position, out of the two weve discussed, would you like us to explore next? Organising questions These allow us to structure our information. Without a structure, the information would just be bits and pieces without any discernable patterns. With a good structure youll be able to: see trends or themes see how one bit of information fits in with others compare and contrast. Here are some examples of organising questions: Which of these documents belong to you? Well put these in this folder. Which ones belong to your partner? Now which ones are in both your names? Probing questions Probing questions go deep into the issue or problem. They aim to dig out insights and uncover underlying causes. Here are some examples: What kinds of accounting tasks do you find difficult to perform manually? Why do you find these difficult? What are these tasks (give details of each)? How long does it take you to perform each task? Divergent questions A client may come to you with a problem. Both of you may already know about the advantages involved in a certain way of doing things. Now you can both explore the risks. Once you are familiar with a certain area, you can use divergent questions to help you explore territory that is related to what you already know. Look at the following example: Weve now got a list of things and steps you need to undertake to achieve option 1. Now what things do you need to do to achieve option 2? Devils advocate questions Provocative questions help you eliminate myths, fallacious arguments, hype and the like. They help you arrive at facts or the truth. A client may decide that they want your latest item of stock. Theyve heard that everyone is using that type of equipment. However, you want to make sure that thats what they really need. What they want and what they actually need may be different. Here are some examples of provocative questions. Do you really think its what you need? Will it be appropriate for the sort of work youre doing? Has anyone ever researched the problem? What evidence do they have? Summary We began with a discussion of the importance of listening actively when determining client requests. This was followed by an explanation of the reflective questioning technique that can be used to clarify what has been said to ensure that you have understood clients correctly. Examples of various types of questions were given to demonstrate how questions can fulfil a range of functions in your interactions with clients such as obtaining client feedback, clarifying and expanding client requests as well as helping clients plan ahead. Check your progress Now you should try and do the Practice activities in this topic. If youve already tried them, have another go and see if you can improve your responses. When you feel ready, try the Check your understanding activity in the Preview section of this topic. This will help you decide if youre ready for assessment.     Reading: Use questions and active listening techniques 2005 Reading: Use questions and active listening techniques 2005 ./|}   / 0 1 2 3 4 J K L ƴѣyjYj jh5/UmHnHuh5/OJQJaJmHnHu j}h5/UmHnHujh5/UmHnHuh5/aJ*mHnHu h5/5OJQJaJmHnHu#jh5/5UmHnHuh5/5mHnHujh5/5UmHnHuh5/mHnHuh5/aJ4mHnHujh5/Uh5/".4 k $ V 3 h 2 g i z LK==L f g h i j k     ! 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