Questioning Techniques

By Alice Adams on 06/27 at 04:41 PM

DURING THE ARRANGEMENT:

Asking questions effectively

 

When you're working with a computer, there's a saying: "Garbage in, garbage out."

What it means? If you put the wrong information in, you'll get the wrong information out.

 

In funeral service, this same principle applies when you're communicating with a client.

 

They're wanting something but can't put it into words -- and you're asking the wrong questions -- which means, you'll probably get the wrong information . . . at least not the information you're going to need to arrange and direct a service they'll be satisfied with.

 

So, here's the deal: In funeral service, being able to ask the right questions is at the heart of every arrangement -- whether the family wants a direct cremation or a full, traditional service and burial.

 

By using the right questions -- during the arrangement conference -- you'll not only improve your communication skills, but you'll also have a better set of facts to work with.

You'll also be able to satisfy the client -- and that means building a stronger relationship.

 

The same applies in-house -- when you're working with colleagues. If you ask the right questions, you'll be able to move forward faster -- and in funeral service, time is always a rare commodity!

 

There are two main kinds of questions: Opened and Closed

 

A closed question usually demands a single word or very short, factual answer. For example, "Are you from here in town?" or "Are you the only child?"

 

An open question demands longer answer…and they usually begin with the words, "Who," "What," or "How." An open question asks the other person for facts or knowledge.

 

These questions demand longer answers. "Describe your father to me." Or, "Tell me exactly what you had in mind for the memorial gathering." What happened at the meeting?

 

Here are some examples:

Developing an open conversation: "What did you get up to on vacation?"

Finding out more detail: "What else do we need to do to make this a success?"

Finding out the other person's opinion or issues: "What do you think about those changes?"

 

Closed questions are good for:

• Testing your understanding, or the other person's: "So, if I get this qualification, I will get a raise?"
• Concluding a discussion or making a decision: "Now we know the facts, are we all agreed this is the right course of action?"Frame setting: "Are you happy with the service from your bank?"
• A misplaced closed question, on the other hand, can kill the conversation and lead to awkward silences, so are best avoided when a conversation is in full flow.

 

Funnel Questions are conversations that begin with general questions and home in on one point in each answer.

 

Next, they ask for more detail. This style is often used by detectives taking a statement from a witness.

 

Tip: When using funnel questioning, start with closed questions. As you progress through the tunnel, start using more open questions.

 

Funnel questions are good for:

• Finding out more detail about a specific point: "Tell me more about Option 2."
• Gaining the interest or increasing the confidence of the person you're speaking with: "Have you used the IT Helpdesk?", "Did they solve your problem?", "What was the attitude of the person who took your call?"

 

Probing Questions Asking probing questions is another strategy for finding out more detail. Sometimes it's as simple as asking for an example, to help you understand a statement they have made.

 

At other times, you need additional information for clarification.

 

Tip:Use questions that include the word "exactly" to probe further: "What exactly do you mean by fast-track?", "Who, exactly, wanted this report?"

 

Probing questions are good for:

• Gaining clarification to ensure you have the whole story and that you understand it thoroughly; and
• Drawing information out of people who are trying to avoid telling you something.

 

More Tips: Make sure that you give the person you're questioning -- colleague, client or vendor -- enough time to respond. This may need to include thinking time before they answer, so don't just interpret a pause as a "No comment" and plow on.

 

Skillful questioning needs to be matched by careful listening so that you understand what people really mean with their answers.

 

Your body language and tone of voice can also play a part in the answers you get when you ask questions.

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