Cynosura

Asking questions

Part of the art of conversation, and good management, is to know how to ask questions. There are many ways in which to ask a question, most people use them without knowing how they are framing the question or the impact they can have on the eventual answer. Choosing the right approach will ensure that you get an answer that you were seeking.

This paper will look at the different types of questions, their usage and how they can become an important tool to successful communicating. The paper will also review the effects that the use of emotion can have on a question and how it is perceived by the listener.

The paper will explore seven different types of question.

The direct, closed or close-ended question

This type of question gives little freedom for the person being asked the question. There is usually only one answer.

Taking the example, “How long was that telephone call?” There are at least two ways in which the question can be asked. Without any emotion, try asking the question – “how long was the telephone call?”

Now try asking the same question as though you are shocked or surprised by what you expect to hear.

“HOW long was that telephone call?”

Suddenly it changes from a question to becoming more of an accusatory enquiry.

Asked unemotionally this type of question is useful when wanting precise data or factual objective information – except when it is expressed emotively when it can sound accusatory.

The Yes/No question

The yes/no question is similar to the closed question because it gives little freedom and has one aim, to get a straight yes or no answer.

“Were you talking to Jim then?”

It is possible to expand on the answer, but that is not what the questioner was seeking. This sort of question is favoured by barristers because it helps them to control the questioning in a court room.

“Were you driving the car at the time of the accident?”
“Yes, but . . ”
“Thank you that’s all I wanted to know”

This sort of question seeks to obtain precise information and it can often be used to determine the actions of another person. Journalists often use this type of question to try and trap politicians – and politicians rarely give a straight answer.

The open or open-ended question

This question gives the other person the maximum flexibility to answer as they wish. Typically such questions start with who, what, where, why, when or how.

The danger with this type of questions is that it can lead almost anywhere – and in the wrong hands can lead to argument or disagreement. The open ended question is useful in appraisals or interviews where the questioner wants to allow the other person the maximum opportunity to express themselves.

“Where do you see us in the future?”

“How do you think I should handle my present workload?”

If it is used to obtain more information, then any follow up question should avoid having a judgemental statement attached. It is most likely that it would be followed by another open ended question.

The leading question

Takes the other person down a particular line of questioning.

“But don’t you think a merger of the three departments would lead to greater efficiencies?”

The answer could be yes – or no – but it is leading the discussion towards a particular line of argument. The person asking the question is trying to direct the other person. Asked in this way, the opinion of the questioner is very clear.

It is not so much a question as potentially a statement. It almost dares the other person to disagree. As such it can be used quite negatively and in the wrong hands this type of question can very easily lead to argument rather than an enlightened debate. The questioner could be seen as manipulative or dishonest.

Here is another one. To illustrate the point.

“You didn’t handle that telephone call very well did you?”

The mirror question

This is used most frequently in a listening conversation. Because it aims to paraphrase the point that was previously made.

“So you are saying that we need to be sure that we can grow the business by 20% before moving on to the next stage”

In a listening mode, it will help to confirm that you have heard correctly what the other person was trying to say. Again this type of question can be especially effective in appraisals or interviews.

However, if the respondent decides to be judgemental then the question can come across as accusatory or full of incredulity. For example in this case the response might be “Why . . . . do you disagree with me?” – a leading question by way of response.

The probing question

Is very effective in meetings where more information is needed, gaining clarification or where you want to understand what the other person is trying to achieve.

“Can you give me an example as to how you think we can grow the business more quickly?”

The probing question is frequently used in job interviews.

Again, though, be very careful not to allow emotional words to creep into the question. If you do then you are likely to find that the question can easily provoke an argument. For example:

“Can you name me just one instance when I let you down?”

The hypothetical question

This type of question allows the questioner to raise matters that haven’t happened but which conceivably could happen.

“If we were to ask you to lead the merger, then how would you go about doing it?”

The media favour this sort of question because it allows them to speculate on what might happen or might have happened. They can twist this type of question into an emotive piece of journalism:

“If the pilot hadn’t cleared the perimeter fence then all 156 people on board would have been killed would they?”

In this instance the change of one word – could for would – makes the difference in sensationalist journalism.

In job interviews the hypothetical question can be used to see if the other person has the competency to do the job. For example:

“If all the email facilities in the office were to go down in what sequence would you tackle the problem?”

The rhetorical question

This is not a question as such, or at the least it does not require an answer. It is more a form of statement which is made to look like a question to give it greater power.

“Isn’t the new car a much smoother ride than the old one?”

“Wouldn’t you like to have a job like hers?”

Emotional language

Because the way in which questions can be perceived by the receiver is so important it is necessary to review emotional language.

A very straightforward question such as the close ended question earlier, “How long were you on the telephone?” can be turned into an emotional frenzy.

There are three elements to conveying a message, through body and facial language, the voice and the words we use.

One very good example of emotional language is that of the legendary tennis player John McEnroe. He won numerous championships and became one of the greats. However, on the tennis court he could get very emotional and if he disagreed with an umpires decision he would scream:

“You cannot be serious”

The phrase itself is questionable, but when expressed at the top of your voice and with a deeply red face filled with anger, it takes on a new meaning.

Try saying this without emotion. Now try saying it as McEnroe said it.

Here are some more words that might or might not be emotive.

Said in the right way each of these words can be made to sound emotive.

In the western world, to call someone a bureaucrat is a form of insult. In the Far East it is a compliment!

Slow – could be a good thing, but using the right voice tone can sound positively outrageous.

Try saying some of these words in a dead-pan voice and then put some emotion into it.

This brief overview of how to ask questions will help you to plan important events such as interviews, appraisals, media interviews and many more. At first you will find it difficult to ask the correct type of question for the occasion. That is why it is important to plan in advance what it is you want to ask. Eventually you will find it will become more intuitive.

Meanwhile, at Cynosura we run half day courses in asking questions. They take the theory a stage further and involve a series of practical exercises to help you master the technique.