communication powerpoint handout

Communication Skills

OBJECTIVES

By the end of this session you will be able to:

• Name at least 4 different types of questions

• Name a method of using effective questioning techniques

• Demonstrated the ability to build rapport and ask great questions

3

OPEN

Open

Difficult to say ‘Yes’ or ‘No’, they open a conversation and gain information.

e.g. – How are you today?

Advantages

•Tend to get the other person talking, providing valuable and genuine information.

• Show that you are interested in the other person and their situation.

• Encourage a ratio of talking in favour of the other person.

•Probing questions are a special kind of open questions, encouraging the answerer to divulge information about them as they see fit.

Open

Difficult to say ‘Yes’ or ‘No’, they open a conversation and gain information.

e.g. – How are you today?

Advantages

•Tend to get the other person talking, providing valuable and genuine information.

• Show that you are interested in the other person and their situation.

• Encourage a ratio of talking in favour of the other person.

•Probing questions are a special kind of open questions, encouraging the answerer to divulge information about them as they see fit.

CLOSED

Closed

Only requires a one or two word answer, often yes or no.

e.g. - Can I set this up for you today?

Advantages

•Establish key facts

•Gain commitment

• Checking information

Closed

Only requires a one or two word answer, often yes or no.

e.g. - Can I set this up for you today?

Advantages

•Establish key facts

•Gain commitment

• Checking information

REFLECTIVE

Reflective

Sending the other persons words back to them.

e.g. – So you really like the idea of working in test and terminations?

Advantages

•Show you are listening which gives confidence

•Confirms that you do/don’t know what they are saying

Reflective

Sending the other persons words back to them.

e.g. – So you really like the idea of working in test and terminations?

Advantages

•Show you are listening which gives confidence

•Confirms that you do/don’t know what they are saying

HYPOTHETICAL

Hypothetical

Asking someone to respond to a potential or fictional situation

e.g. – If you won the lottery what would you do?

Advantages

• Gets the other person thinking

• Gets the other person’s ‘buy-in’

• Open up the mind to other ideas

Hypothetical

Asking someone to respond to a potential or fictional situation

e.g. – If you won the lottery what would you do?

Advantages

• Gets the other person thinking

• Gets the other person’s ‘buy-in’

• Open up the mind to other ideas

FORCED

Forced

Like a closed question that offers the other person a choice of chosen answers

e.g. – How did you feel when that happened, happy or angry?

Advantages

•People tend to make decisions there and then

• Easy to manipulate

Forced

Like a closed question that offers the other person a choice of chosen answers

e.g. – How did you feel when that happened, happy or angry?

Advantages

•People tend to make decisions there and then

• Easy to manipulate

HISTORICAL

Historical

Something someone has experienced before

e.g. – Have you made umbilical's before. Have you had work experience within Oil and Gas area?

Advantage

• They should know the benefits of the experience

• Currently or at some point had an interest/knowledge

Historical

Something someone has experienced before

e.g. – Have you made umbilical's before. Have you had work experience within Oil and Gas area?

Advantage

• They should know the benefits of the experience

• Currently or at some point had an interest/knowledge

FRAMING

• Framing the conversation by telling the person what you are going to do for them is the perfect way to achieve this.

• Explain to the person that you are going to ask them some questions, tell them why you are going to ask them and also let them know ‘what’s in it for them’ to answer the questions, thereby fully justifying all questions in advance! For example:

• “Okay Mr/Mrs , I’m going to firstly test your understanding of different types of questions then based upon your knowledge will look expand this knowledge into new areas and show you how you can use these in an every day situation”

TECHNIQUE

OBJECTIVES

You are now able to:

• Name at least 4 different types of questions

• Name a method of using effective questioning techniques