Make sure you're answering the right question.
1. SummarizeGive yourself time and show that you’ve listened by summarizing.
“Just so I understand correctly …” |
2. ProbeDon’t rush to answer. Be in a rush to understand.
Unleash your inner Sherlock and ask probing questions like “Tell me more …” |
3. AnswerOnly after unearthing all the hidden clues, give a clear answer.
Keep an open and curious tone. |
What keeps you up at night?
1. Summarize“Just so I understand correctly, you’d like to know what I’m worried about. I’m assuming it's critical to understand my thought process with risk.”
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2. Probe“Tell me more. (Use silence).”
“Out of curiosity, what parts of risk management would you like me to focus on?” |
3. Answer“What worries me most are unexpected problems that move fast for 3 reasons: 1, it’s difficult to spot blind spots. 2, having litte time to respond. 3, our budget for changes is small.”
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Why can't we just hire a vendor instead of a full-time employee? |
1. Summarize“Just so I understand correctly, you’d like to understand what led me to recommend hiring a full-time employee with the added costs, instead of a vendor.”
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2. Probe“Tell me more. (Use silence).”
“Out of curiosity, would you prefer I focus on the financial aspect or quality? |
3. Answer“We prefer hiring a FTE for 3 reasons: 1, quality control. 2, any delay will have tremendous costs. 3, due to the sensitive nature, we need someone who understands our culture.
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Tips
SummarizeLabel and validate people’s emotions: “It seems like …” State assumptions. Paraphrase.
Check out OPERA to see how to manage emotions. |
ProbeUse a curious tone. Use How and What questions and avoid Why. Use softening words for hard questions.
Get tips one probing here. |
AnswerLearn 3 ways to give dazzling answers:
Scoops: 3 reasons. Time Machine: past, present, future. Diamond: problem, solution, benefit, how. |