Human Resources & Training Solutions
This is the third installment on active listening. Last week, I talked about attending behaviours, a simple skill used to show you are 100% focussed on the person talking. How did you do with your attending behaviours this past week? I know I could have been a better listener in some instances. Self-awareness is the start of learning. Practice is the start of mastering a skill.
This week, I’ll describe how asking open questions helps show active listening to enhance communication. First, it’s important to understand the difference between open and closed questions.
Closed Question: A closed question can be answered with either a single word or a short phrase.
Open Question: An open question results in a longer and more detailed answer.
The skill of active listening through asking open questions is more difficult than attending behaviours because it means changing closed questions to open questions. When teaching this skill, people often turn a closed question into another closed question or into an open question that is almost like a closed question!
| Closed Questions | Open Questions |
|
|
|
|
|
|
While closed questions are good to get, for example, specific information such as “When was the policy drafted?” or “Who drafted the policy?”, the conversation can go no where fast. You are responsible for carrying the discussion. Firing off a series of closed questions seems more like an interrogation that an open discussion. It is apt to discourage and stop conversations.
Try changing these closed questions into open questions.
- How was your weekend?
- Are you happy about your promotion?
- Do you like working on the new project?
How did you make out?
Why are open questions important?
When using open questions, you are encouraging the other person to talk openly about a topic. They take responsibility for the discussion at that point. You will get more information and learn more about a person and the issue when you use open questions. You will be encouraging the other person to think and speak, giving you time to actively listen and learn about the other person’s thoughts and feelings.
If you are a talker, try using open questions the next time you are in a discussion with someone. Need more practice. Check out our Effective Communication program!
Next week, paraphrasing to show active listening! Joanne
