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Kelompok 8 Dwi Evi Melina Eva Latifah Mirani Muhammad Perbowo Murtadha Ali Irani Nurul Rahmah Aini Pipit Prautami. CLARIFY BY QUESTION. definition. Questions can show another person you are interested in what they say. Questions can also help or hinder another in managing problems.
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Kelompok 8 Dwi Evi Melina Eva Latifah Mirani Muhammad Perbowo Murtadha Ali Irani Nurul Rahmah Aini Pipit Prautami CLARIFY BY QUESTION
definition • Questions can show another person you are interested in what they say. Questions can also help or hinder another in managing problems
Type of question 1. Open-ended versus closed questions. Open-ended questions give speakers considerable choice in how to respond, whereas closed questions restrict choice. 2. Specific detail questions. You can use specific detail questions to collect concrete information about an issue or problem: • How did you actually behave? • When did it start? • Where does it happen? • Describe a specific instance of her/his doing that?
3. Elaboration questions. Elaboration questions are open questions that give speakers the opportunity to expand on what they have said: • • Would you care to elaborate? • • Tell me more.
4. Checking understanding questions. These questions seek information about and clarify the speaker’s words and phrases, for example: • When you say . . . what do you mean? • Sounds to me you’re saying . . . • Can I check that I’ve understood you properly? 5. Solution-focused questions. Solution-focused questions ask about the various alternatives that may exist: • What are your options? • What are you planning to do? • How might you change your behaviour?
QUESTION • 1. Intersperse active understanding with questions. Speakers feel interrogated if you ask a series of questions in quick succession. You can soften your questioning if you pause to see if another wants to continue responding and then reflect each response before asking another question. Following are two brief conversations between Jake and Martina about her work problem.
Jake owning the problem: • Martina: I’m having difficulty getting on with my boss. • Jake: Why do you always seem to have problems with people at work? • Martina: I have this large project to finish and she refuses to let me have more help. • Jake: Why aren’t you being more assertive with her? • Martina: I’ve tried to talk to her, but I don’t seem to make any impression. • Jake: If I were you, I’d tell her to stop making unrealistic demands and realize how hard you work.
Jake allowing Martina to own the problem: • Martina: I’m having difficulty getting on with my boss. • Jake: You’re worried about this conflict. What do you think is going on? • Martina: I have this large project to finish and she refuses to let me have more help. • Jake: You feel stressed because she’s not backing you up. Is there anything you think you can do about it?’ • Martina: Last time I talked with her, I did not explain clearly how many different angles there are to the project. Perhaps, I could sit down with her and try to negotiate some limits on it.
QUESTION • 2. Ask follow-on questions. Avoid jack-rabbiting in which you quickly hop from one topic to another. Listen carefully to what another has just said. Frequently, your next question follows on from and encourages the speaker to enlarge upon their last response. Questions linked logically to the speaker’s previous responses help to show your understanding.
3. Carefully observe how questions answers. Speakers send messages by what is left unsaid or only partially said and by vocal and body are answered. Much of the skill of questioning lies in decoding another’s messages. Skilled listeners tune in finely to subtle messages. They sensitively pick up another’s anxieties, confusions and vulnerabilities and take them into account in whether and how they ask their next question
