Monday, October 21, 2002

Lesson 7: Create opportunities for Feedback
Focus on asking questions and listening rather than issuing directives
Remember, your goal is to get enough information so you can work with the person to resolve problems and increase productivity. A yes/no (or closed) question will only give you a yes or no answer. A question that begins with "why" puts people on the defensive. Think about how you react when asked questions such as, "Why were you late? Why do you act like that? "

Who, what, where, and how questions involve the other person. "What leads you to make that decision? How can we work together on solving this problem? Who else is affected when you're late? When do you think you can start working towards this new goal?" It takes practice to self-edit and reframe your questioning techniques because we're conditioned to accuse and assume, not to accumulate information


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