1.01

questioning

asking for more information

1.02

action points

stating that you will do something or you expect something to be done

1.03

echo response

short expressions or sounds that indicate you are listening and understand

1.04

signals

repeating key words or ideas to show you are listening and thinking about the message

Signals

Echo/response

Questions

Action points

I see
OK
right
Uh huh, yes
Sure
Fine

So, the boxes weigh 10 kg each
so you will be sending it tomorrow
It’ll cost £65
I understand
they’re arriving tomorrow then
you’ll sort that out tomorrow

How heavy did you say they were?
When can you send them?
How much will that cost
When are they arriving?
Who’s responsible for that?

I’ll ring you when they arrive
If they don’t arrive by 10am I’ll call to find out where they are
you’ll call to see which flight they’re on
Sue will check those figures

A

B

This task is about paraphrasing and also echoing.

[3.01]    About paraphrasing?

Yes, paraphrasing – it’s a bit like re-phrasing.

[3.02] You mean like “putting it in your own words”?

That’s right. Using different words to summarise and clarify the meaning for the listener. It’s really useful to confirm you have understood the right message.

[3.03] You also mentioned echoing.

Yes, echoing. Echoing is when you the listener repeat key words to show you are listening and thinking. It’s also good for helping you to remember details.

[3.04] Help me remember details. I see.

Paraphrase and echo questions are also useful to help build a conversation.

[3.05]    You mean they can help you generate fluency?

Yes, I like them because they allow the person listening to input some energy and interest into the conversation.

[3.06] You’re right! Energy and interest are really important.

Great, isn’t it?

A

B

This meeting next week will be about our proposal.

[3.01]    Our proposal?

Yes, our proposal – apparently it’s caused some concern.

[3.02]    You mean they’re not happy with it.

That’s right. I’ve heard they’re thinking of giving the account to someone else.

[3.03]    You mean we might lose their business.

Yes, unless we act fast. I think we should work on a new proposal very quickly. In the meantime, we need play for time.

[3.04]    Play for time, yes you’re right.

So let’s get together to develop a new proposal that will win them over. We need to be a little more creative.

[3.05]    You’re absolutely right. Let’s get creative!

4.01

Open questions

These questions are useful when you want to get more information, or if you want to get silent or shy people to talk more. They begin with:

What?  When?     Who? Where?            Why?               How?

People who are asked open questions have to talk and this can be useful to initiate a discussion and to gain more information from which further questions can be generated. It enables them to express their feelings. For example: 'What do you expect the end users to focus on when they visit this site?'  When effective questioning is used, whether at work or on social occasions, people invariably offer more information than is actually asked.

4.02

Closed questions can help you get to the point and ask for specific answers. They can be answered by a simple 'yes' and 'no'. They are useful when you are dealing with a caller who is longwinded or vague. They are also useful for checking details in the closing minutes of a conversation. They begin with:

Do?                  Can?
Did?                 Will?

It is important to avoid asking an open question followed by a closed question; this confuses people and they tend to answer only the closed question e.g. 'Why haven't you finished the report?’. Is it because you have too much work?'

4.03

Probing Questions are usually used when you have a vague or long-winded caller to help you get to the key point quickly.  Usually you would ask open questions first, and then follow them with probing questions to get more specific information.  Probing questions would start with the following:

What exactly ....?
Why....?
Could you tell me more about ...?

4.04

Echo questions are used to check that you have understood someone correctly. Usually they are formed by quoting the last few words of the speaker but with question intonation.  For example, if someone phoning a hotel says, ‘I'd like a double room from 19th to 23rd June'  the echo question might be, ‘A double room, sir?' They are very effective and also reassure the speaker that you have taken down the details correctly.

4.05

Paraphrase questions again are a method of checking understanding.  Rather than using the exact words the speaker has said, you put their words into your own words and phrase a question.  So, if a hotel guest complains saying, 'I'm afraid the AC in my room has stopped working effectively and I don't know how to fix it,' then you would say, 'So you mean to say the AC isn't working properly, or has it stopped completely?’ You are then absolutely sure of the details.

4.06

Leading questions imply an answer contained within the question itself. For example, the question: ‘I'm sure that you've often backed out of asking a question and later regretted it, haven't you’ is a leading question. What does the speaker think the answer will be? This means the client is not free to give the answer they may have chosen. Other examples: 'Do you think this functionality is the best?' 'Do you prefer the first one?'

4.07

Timing

The timing is important. Questions asked at the wrong time may not allow the client room for thought, or may distract them from their train of thought.

5.01

anyone Has ever given presentation here a?

open question

Has anyone here ever given a presentation?

5.02

So, you what do office of think our new?

open question

So, what do you think of our new office?

5.03

exactly do unrealistic you What by mean?

probing question

What do you mean exactly by unrealistic?

5.04

, don’t you necessary do see that You the new is system?

leading question

You see that the new system is necessary, don’t you?

5.05

like a connection new You’d internet?

closed question

You’d like a new internet connection?