Questioning for improved interactive listening

Questioning for improved interactive listening
In a variety of situations, the skilful use of questions adds immensely to a manager's ability to communicate. In fact, this book recommends several areas when questioning techniques are appropriate: listening, interviewing, conflict resolution, and coaching. Questions are important because they promote the two-way process of communication. Without the use of questions, feedback and mutual understanding are severely curbed.
Ask questions when the meaning of a message is either unclear or incomplete. When key words, phrases, or concepts are vague or when inconsistencies or contradictions appear, questions help to develop clarity. Listeners are not the only ones to benefit from questions, however; questions may also help a speaker to clarify his thoughts. In fact, a speaker might not be aware of an omission or distortion in a message until asked a question. When questioned, the speaker may be forced to reanalyze his own communication to the listener's benefit.
i A manager 'must strategically determine the most appropriate questions for different situations to ensure mutual understanding. Three classifications of questions are-appropriate to this discussion: open-closed; primarysecondary; neutral-directed.
The phrasing of an open-ended question gives the respondent an open choice of possible answers. At the other end of/ the spectrum is the closed question, which permits a n81TOW range of possible answers. An example illustrates this point. A frustrated employee has just described to his manager a major problem with a new project. In his agitation, the employee jumped from one
point to another while descri~ing the problem. Naturally,