Page 119 - Becoming a Successful Manager

110 ESTABLISHING A SOLID DEPARTMENTAL FOUNDATION

“Really?”
“Would you elaborate?”
“Would you give me an example?”
“What else should I know?”
“Why do you say that?”
“Tell me more.”

This format can fit any situation, regardless of the topic. Probes
such as these keep the conversation moving. Moreover, the
responders are invited to select the areas that are important to
them. As you hear what aspect responders select and what they
add, you develop greater insight into what is important to them. In
fact, people who are adept at using these techniques are regarded
as great conversationalists because they can keep others talking.
You’ll have many occasions to use probes in your managerial
career. For instance, suppose you are interviewing someone for
a job. In response to one of your questions, the applicant says,
“I have good communication skills.” You might probe by asking,
“What kind of communication skills are you referring to?” Or, if an
employee says, “I’m having trouble with Frankie,” you might ask,
“Will you elaborate?” The benefit is that you quickly find out what

you need to know without working hard.

Echoes

Probes can also take the form of an echo, a technique in which you
repeat a few of the responder’s words back to the person. In almost
every instance, the responder will keep talking. It’s that simple.
Suppose a person says, “I’m having a tough time with this
assignment.” You respond, “A tough time?” Or, a disgruntled
employee says, “It’s unfair that I get blamed for everything that
goes wrong around here.” Your echo might be, “Everything?” or
“Get blamed?” The echo says in effect, “I heard you, and you are
invited to continue telling me whatever you want to tell me.”