There are two types of question we use as part of the listening process: closed-ended and open-ended. A closed-ended question can be answered with “yes” or “no”, or with another single word. A one-word answer, however, is not enough for an open-ended question; it needs some words of explanation. A lively listener knows how to make use of both types of questions to elicit information and guide a dicussion. Here’s how to do it.

Ask closed-ended questions when you want confirmation:

• Do you want me to call David and tell him you will be late for the meeting? (Answer: “yes” or “no”)
• Who is responsible for reserving the meeting room? (Answer: “Maria”)
• How many copies of the handout will you need? (Answer: “six”).

Consider, on the other hand, the following open-ended questions:

• You have described the new software they are using in Purchasing. How do you see it working in our department?
• We agree that the placement of the equipment in the copy centre is causing congestion. What are your ideas as to how we can reorganize it for better workflow?

These questions call for more details, serving to expand the discussion.

Make a point of using the right mix of questions to confirm facts and obtain information—you will automatically become a better listener.

© 2004 Helen Wilkie All Rights Reserved. You may reprint this article for your online or print publication so long as you include the complete article and the following paragraph:

Helen Wilkie is a professional speaker, consultant and author who helps companies do better business through better communication. Her latest book is "The Hidden Profit Center". To received free monthly tips and techniques on communication, visit http://www.mhwcom.com or http://www.HiddenProfitCenter.com and sign up for "Communi-keys". Reach Helen Wilkie at 416-966-5023 or hwilkie@mhwcom.com

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