One More Question... - Speaker Deck

One More Question...

by Tony Bruce

Slide 1

Slide 1 text

Tony Bruce, Tony Bruce Consulting Ltd One More Question.... www.eurostarconferences.com @esconfs #esconfs

Slide 2

Slide 2 text

One More Question... @tonybruce77 dancedwiththetester.blogspot.co.uk http://commons.wikimedia.org/wiki/File:The_Thinker,_Auguste_Rodin.jpg

Slide 3

Slide 3 text

3 Summary ● Use of questions ● Potential categories ● Questions! ● Reflection ● Closed ● Different answer ● Open ● Leading ● Rephrasing ● Tone/Emphasis ● Right person ● Quiet ● Probing ● Right environment

Slide 4

Slide 4 text

4 Use of questions How important are questions? Why?

Slide 5

Slide 5 text

5 Use of questions

Slide 6

Slide 6 text

6 Things to think about Asking a question forces focus Don't try to read minds – ask

Slide 7

Slide 7 text

7 Three General Categories Questions asked because the answer is important – Learn about an idea/event/etc – What happened?

Slide 8

Slide 8 text

8 Three General Categories ● Questions asked because the question is important – Particular line of reasoning – 5 Whys http://dilbert.com/strips/comic/2003-05-17/

Slide 9

Slide 9 text

9 Three General Categories Questions asked because the process of asking is important – May not have a straight answer – Trigger thinking ● Develop ideas

Slide 10

Slide 10 text

Slide 11

Slide 11 text

11 Things to think about Asking the right question at the wrong time brings pain Ask the right question at the right time Do I have enough information? – How else could I get information?

Slide 12

Slide 12 text

12 Closed What? Allow for short factual answer Why? Small piece of information Example Are you thirsty?

Slide 13

Slide 13 text

13 Closed question uses Find out a persons name Find out where a person is going Find out where you need to go

Slide 14

Slide 14 text

14 Things to think about Close questions are not good conversation carriers What is my intent? – What is their intent?

Slide 15

Slide 15 text

15 Open What? Has many possible answers Deeper answer Why? Prompt thinking, more information Example What has been the most interesting part of today?

Slide 16

Slide 16 text

16 Open question uses Gather more information Trigger deeper thinking Help realise what has not been thought about

Slide 17

Slide 17 text

17 Things to think about These questions and points won't work all of the time But they do work some of the time

Slide 18

Slide 18 text

18 Rephrasing What? Clarifying, focus Why? Avoid confusion Clearer response Helps you confirm you understand Example Tony had three pencils and bought three more. Later that day he lost five pencils, how many did he have left? What is 6 minus 5?

Slide 19

Slide 19 text

19 Rephrasing uses Avoid asking questions that need clarification - Or use rephrasing for the clarification Help your and others understanding

Slide 20

Slide 20 text

20 Things to think about Do they really know what they are talking about?

Slide 21

Slide 21 text

21 Right person What? The right person to ask Why? Personal reasons Could be better at it than you Influence/experience/leverage Example You are new

Slide 22

Slide 22 text

22 Right person uses Making use of established/existing relationships

Slide 23

Slide 23 text

23 Things to think about If I were in their shoes, could I see why they may think differently?

Slide 24

Slide 24 text

24 Probing questions What? Follow up questions Deeper Guided Why? More information Increase understanding Example Asking for a example What exactly would you expect to see in this paragraph on coverage?

Slide 25

Slide 25 text

25 Probing question uses Gaining clarification to ensure you have the whole story and that you understand it thoroughly Drawing information out of people who are trying to avoid telling you something

Slide 26

Slide 26 text

26 Further probing... 5 Whys ● Looking at the problem and asking why? – Problem solving – Get to the root quickly

Slide 27

Slide 27 text

27 Question to try What is the most important thing we need to discuss this morning?

Slide 28

Slide 28 text

28 Different answer What? Answer doesn't work Same question, different party Why? Need a different answer Don't have the right answer Example Hanging up and ringing back

Slide 29

Slide 29 text

29 Different answer uses You know the answer is wrong You know the answer is influenced

Slide 30

Slide 30 text

30 Things to think about How important is it really?

Slide 31

Slide 31 text

31 Leading What? Suggest the answer or evoke specific response Why? Getting the answer you want Guiding Example This is better isn't it? Do you have any problems with your manager?

Slide 32

Slide 32 text

32 Leading uses Check your assumptions Asking for agreement

Slide 33

Slide 33 text

33 Tone/Emphasis What? Rise Fall Why? Humour Inquiry Example Really?

Slide 34

Slide 34 text

34 Different meanings Question How could you say that? How could you say that? How could you say that? How could you say that? Meaning Reprimand, as in “how dare you say such a thing.” Other people might say it, but not you. You might think of it, but saying it is another matter. Incredulity expressed over what it was you said.

Slide 35

Slide 35 text

35 Question not to try At what point did you realise you would not make it as a professional project manager?

Slide 36

Slide 36 text

36 Be comfortable with quiet What? Intentional “Dead air” Why? Fill the silence Uncomfortable Information Example

Slide 37

Slide 37 text

37 Quiet uses Nobody seems willing to talk You want to create uncomfortableness Keep quiet until you get your answer

Slide 38

Slide 38 text

38 Things to think about Why am I interpreting it this way? – How else could it possibly be interpreted? How often do I say, 'I don't know'? – How I can I get to saying 'I know'?

Slide 39

Slide 39 text

39 Right environment What? Be in the right place Why? Easier to ask Easier to anwer Uncomfortable Example Too much background noise

Slide 40

Slide 40 text

40 Right environment uses You need more time Difficult answer/question

Slide 41

Slide 41 text

41 Possible traps Asking too many questions at once Don't provide the answer Generally, try avoid condescension and sarcasm Leading

Slide 42

Slide 42 text

42 Things to think about Have you noticed when you start asking questions it tends to start other people questioning?

Slide 43

Slide 43 text

43 Summary ● Use of questions ● Potential categories ● Questions! ● Reflection ● Closed ● Different answer ● Open ● Leading ● Rephrasing ● Tone/Emphasis ● Right person ● Quiet ● Probing ● Right environment

Slide 44

Slide 44 text

44 Reflection What did you learn from this discussion?

Slide 45

Slide 45 text

45 Thank you @tonybruce77 dancedwiththetester.blogspot.co.uk [email protected]

Slide 46

Slide 46 text

46 References ● The Art of Asking: Ask Better Questions, Get Better Results-Terry J. Fadem ● http://www.lasw.org/questions_probing.html ● http://www.mindtools.com/pages/article/newTMC_88.htm