Effective Questioning and Active Listening Techniques in Communication

Why are questions important?

Questions can help gather better information and build stronger relationships.

What are the two main types of questions?

Open-ended questions and closed questions.

What is a closed question?

A question that usually receives a single-word or very short factual answer.

What are examples of closed questions?

"Do you have trouble communicating?" and "Do you have trouble swallowing?"

What are closed questions good for?

Testing someone's understanding and concluding a discussion or making a decision.

What is an open-ended question?

A question that elicits longer answers and asks the respondent for their knowledge, opinion, or feelings.

How do open-ended questions usually begin?

They usually begin with "what," "why," or "how." They can also begin with "tell me" or "describe."

What are examples of open-ended questions?

"What happened at the meeting?", "Tell me what happened next.", "How do the children you teach usually react to your vocal problems?", and "Describe the circumstances in more detail."

What are open-ended questions good for?

Developing an open conversation, finding out more details, and finding out the other person's opinion on issues.

What are funnel questions?

Questions used to find out more detail about a specific point and to gain the interest or increase the confidence of the person you are speaking with.

What is an example of a funnel question?

"Tell me more about Option #2."

What are the 5 key elements of active listening?

Pay attention; show that you are listening; provide feedback; defer judgment; respond appropriately.

What does SOLER stand for?

Squarely face the client; Open posture; Lean forward; Eye contact; Relax.

What does the S in SOLER stand for?

Face the client SQUARELY.

Why should you face the client squarely?

Turning toward the client indicates involvement and suggests that you are interested in what they have to say.

What does the O in SOLER stand for?

Adopt an OPEN POSTURE.

What does an open posture include?

Keeping your head up and arms and legs uncrossed.

What does an open posture communicate?

It indicates that you are involved and openly interested in what the client has to say.

What does the L in SOLER stand for?

LEAN FORWARD at various times in the interview.

What does leaning forward communicate?

It indicates that you are following the client and underscores your attentiveness.

What should you remember about leaning forward?

Do not overdo it.

What does the E in SOLER stand for?

Maintain good EYE CONTACT.

What should you avoid with eye contact?

Do not stare.

What does good eye contact communicate?

It encourages the client to open up and talk and conveys that you are interested in what they have to say and want to hear more.

What does the R in SOLER stand for?

RELAX.

What should you avoid when trying to relax?

Avoid fidgeting and nervous mannerisms.

What does relaxing communicate to the client?

A comfortable posture and genuine listening convey confidence and can help the client relax as well.