Page 348 - The Creative Training Idea Book Inspired Tips and Techniques for Engaging and Effective Learning

lucas chap 09 11/20/02 1:02 PM Page 337
Keeping the Communication Flowing 337
Table 9-1. Questioning Guidelines Sample

Ask friendly questions—what, how, where, when, or to what degree.
Avoid “why” phrased questions.
Do not cross examine—questions are to stimulate thought; not harass or probe.
Remain objective—focus on issues or behaviors, not on people.
Elicit details—if an answer is incomplete, follow up with other open-ended
questions.
Use closed-ended questions sparingly—verify, validate, gain commitment, or
reinforce information.
Ask “what if” questions to stimulate thinking and problem-solving.

open-ended questions. Give one person in each pair a copy of Figure 9-1—
House 1 and tell them they are not to let their partners see the image. Tell the
participants without the image that they will have 15 minutes to ask closed-ended
questions only in an attempt to determine what the other person is looking at.
As they question, they are to attempt to draw what they think the image that their
partner has looks like. At the end of the alloted time, sound a whistle or other
noisemaker and have partners compare images. Once the laughter dies down,
have partners switch roles, give the partner who did not have an image the first
time, Figure 9-2—House 2, and repeat the process. At the end of the second time
frame, debrief the activity by asking what worked and what didn’t as they proceeded.
Ask what would have helped them do a better job. If someone does not offer,
asking an open-ended question such as, “What does the house look like?” suggests
how helpful such a simple open-ended question might have been. Relate this to
their workplace and own interpersonal situations.

SILENTLY MAKING YOUR POINT

Much of the emphasis you add to your message, and the attention you gain in front of
a group, comes from movement and other nonverbal cues. The key is that such move-
ment must be planned and purposeful. Inappropriate gesturing that contributes no
particular meaning or seemingly nervous pacing actually distract.
Dr. Albert Mehrabian 36 and other researchers have found that as much as 55 per-
cent of emotion extracted from messages between two people comes from nonverbal