10 Verbal responses

Summary

This video script explores the critical role of questioning in interviews, highlighting the differences between closed-ended and open-ended questions. Closed-ended questions provide simple 'yes' or 'no' answers, while open-ended ones allow for more detailed responses. The script emphasizes the importance of using open-ended questions to gain deeper insights, particularly in sensitive situations. Additionally, it discusses the need for sensitivity in questioning to avoid making the client feel defensive or blamed. The 5W1H framework (Who, What, Where, When, Why, and How) is introduced as a method for asking effective, non-intrusive questions.

Takeaways

• 😀 Eliciting information is an important part of the communication process, where we encourage the client to provide information through questioning.
• 😀 There are two types of questions used to gather information: closed-ended and open-ended questions.
• 😀 Closed-ended questions require simple yes/no answers, often useful for quick responses, like 'Are you coming tomorrow?'
• 😀 Open-ended questions encourage detailed responses, allowing the client to express their thoughts or feelings in depth.
• 😀 Examples of open-ended questions include 'What are your reasons for watching television?' or 'How do you feel about this situation?'
• 😀 The 5W1H formula (What, Where, When, Why, How) can be helpful for framing open-ended questions to elicit more detailed responses.
• 😀 Be cautious when using 'Why' questions, as they can come across as accusatory or intrusive, potentially making the client feel blamed or defensive.
• 😀 Questions like 'Why are you late?' can be uncomfortable and should be avoided in sensitive situations to prevent blame.
• 😀 It is important to maintain sensitivity and avoid questions that may manipulate or pressure the client into answering in a specific way.
• 😀 Using a neutral tone and phrasing, such as 'Can you explain how your child got hurt?' instead of 'Why did you hurt your child?' can help clients feel more at ease.

Q & A

What is eliciting information in the context of an interview?

Eliciting information refers to the process of encouraging the client to share details or insights during an interview. It involves asking questions that prompt the client to provide meaningful responses.

What are the two main types of questions used to elicit information?

The two main types of questions are closed-ended questions, which typically require a simple 'yes' or 'no' answer, and open-ended questions, which invite more detailed responses and explanations.

How does a closed-ended question differ from an open-ended question?

Closed-ended questions are straightforward and generally have limited responses, such as 'yes' or 'no.' Open-ended questions, on the other hand, allow the client to elaborate on their thoughts, feelings, or experiences, encouraging more comprehensive answers.

Can you give an example of a closed-ended question?

An example of a closed-ended question is 'Will you be attending the meeting tomorrow?' The expected answer is simply 'yes' or 'no.'

Why are closed-ended questions useful at the beginning of an interview?

Closed-ended questions are useful at the beginning of an interview because they help ease the client into the conversation. They also help gather basic facts quickly, which can make the client feel more comfortable and less anxious.

What are open-ended questions useful for during an interview?

Open-ended questions are useful for exploring deeper insights and gathering more detailed information, especially when the client needs to express their emotions, experiences, or thoughts in a detailed manner.

What are some examples of open-ended questions?

Examples of open-ended questions include 'What are your reasons for watching TV?' or 'How do you feel about this situation?' These questions require more than a simple 'yes' or 'no' and encourage the client to provide a detailed response.

Why should one be cautious when using 'why' questions?

'Why' questions can sometimes come across as accusatory or intrusive, which might make the client feel defensive or blamed. For instance, asking 'Why were you late?' could make someone feel judged, which may hinder effective communication.

What is a better alternative to using a 'why' question?

A more neutral alternative would be phrasing the question in a way that invites an explanation without implying blame. For example, 'Can you tell me what happened?' or 'How did you end up being late?' This approach encourages the client to provide context without feeling accused.

Why is it important to use sensitivity and cultural awareness in questioning?

Sensitivity and cultural awareness are crucial because they ensure that the client feels safe and comfortable during the interview. Avoiding accusatory or judgmental language helps maintain trust and encourages honest, open communication.