Page 47 - Twenty Four Lessons for Mastering Your New Role

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you may lapse into interrogation mode.
Watch your body language as you listen to the response. Remain
still and attentive. If you’re jittery or your eyes dart around the room,
others may sense you’re not interested in hearing their answers.
Refrain from excessive nodding and smiling. In your attempt to
look supportive, you might go overboard. When you finally tire of
sending affirmative signals, the speaker may wonder if you no longer
agree or understand what’s being said. Also, don’t feel you must
cluck your tongue or chime in with, “Go on” or “I can imagine” every
few seconds, as this can disrupt the speaker’s concentration.
Here are some tips to pose penetrating questions:
Keep it simple: Separate statements from questions. Don’t lace
your inquiries with your observations or opinions. Using the fewest
words possible helps you stick to the core question without confus-
ing the issue.
Launch one extra probe: To show you’re listening and to confirm
you understand the answer, get in the habit of following up when
you’re discussing an important subject. Use phrases such as, “Just to
make sure I got that ...” or “So what you’re saying is ...?”
Dig below the surface: Guide employees to think more rigorously.
Gently bore into them by asking, “What’s the significance of that?” or
“What do you conclude from that?”

“My greatest strength as a consultant is to be ignorant
and ask a few questions.”
—Peter Drucker

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