Types of questions and ways to use them - Business communications

5.3. Types of questions and how to use them

Questions play a huge role in communications - business communication, dispute and controversy. With questions, you can clarify a lot for yourself, you can confuse a lot of things. A relevant question can highlight the weaknesses of the opponent's position, force him to draw additional funds to substantiate his thesis. The ability to correctly ask the question - art. It is known that the correctly asked question is already half the answer.

With using the question you can accurately and occasionally make fun of fictitiousness, pretentiousness, loftiness and excessive pathos. The question can give food for thought and conclusions. Exactly answering a specific question, one can gain the respect of listeners, strengthen their belief that they are dealing with a competent person. But the relevant question to the interlocutor can illustrate that his loud statements do not quite fit in with what he presented as an answer.

Questions can help seize the initiative, encourage the opponent to respond more than ask. His position then will be similar to that which requires justification. But you know, the more you justify yourself, the stronger the suspicion of guilt or insolvency.

Questions can provide the right, required situation or information. They can clarify the problem situation, they can specify exactly which scenario it is important to direct the developing realities of a business dispute.

In addition, questions - the reality of tactics of business communication. With the help of questions, you can increase pressure, re-evaluate the contentious situation, and impose your methods and methods of discourse on the enemy. Much can be done if you use questions skillfully, know them, distinguish them and be able to respond well to them.

Questions are a special kind of logical concepts that are veiled requirements. They are used to clarify circumstances, clarify information, resolve a problem situation. The logical nature of the question is that, unlike affirmative (assertive) sentences, qualified from the point of view of truth and falsity, questions of such qualification are not subject. So, statements: "All people are mortal", "Ivan is Peter's brother", "Everest is the highest mountain on Earth", "Mercury is not metal"; - can be qualified as true or false. While the question, for example: What time is it? - is beyond such a truthful qualification. Another thing is that the answer to this question can be interpreted as correct or incorrect. This is the answer, not the question itself.

Let's sum up the small result. Unlike judgments and statements that are verified (verified and falsified) in a standard way, questions can not be evaluated explicitly as true or false. However, this does not mean that questions can not be correct and incorrect, relevant and inappropriate, meaningful and meaningless, objective and pointless, requiring answers and rhetorical ones. In addition, questions can be casuistic, tricks and arguments in a dispute, self-responding, comic, questions-tasks, etc.

There are different kinds of questions. The simplest classification distinguishes between questions: clarifying and replenishing; simple and complex; correct and incorrect; neutral, benevolent and provocative.

Clarifying questions are aimed at finding out the truth or falsity of information and require a response "yes" or no & quot ;. They are also called closed questions.

Open or filling questions begin with the question words: "who", "what", "where", "when", "how", "why". They help to get detailed answers and new knowledge about events, phenomena, objects.

Simple questions can not be broken down into simpler statements. Complex questions include two or more simple questions.

Correct questions are based on true judgments. Incorrect questions are based on false or vague judgments.

Neutral questions do not contain emotional coloring and do not affect the personality of the interlocutor.

Benevolent issues emphasize the speaker's location to the person in question.

Provocative questions are negatively colored and contain hidden or explicit incitement to the wrong actions of the interlocutor.

The ability to correctly set correct helps both the person who asks (the inductor) to whom they are addressed (to the recipient). To maintain productive communication, it is better to ask differently directed questions than to say monologues. Thus, you include the interlocutor in communication, show interest in it. Correctly put questions allow to receive much more information about the interlocutor, and also to supervise a course of business dialogue. When you ask questions for understanding & quot ;, the same questions are set by your interlocutor and answers them. Questions - this seems to be not suggestion. Questions are a clarification. But the question and answer are the two opposite sides of the whole. Keep in mind: the one who asks the one manages the conversation. You do not impose your point of view on the interlocutor, you smoothly lead him to her. In addition, with the help of questions we activate the interlocutor, we give him the opportunity to assert himself. In addition to these advantages, the issues are fixed by the intermediate results of negotiations as a kind of interpersonal interaction.

Using questions, you can:

- clarify the interests of the interlocutor;

- to direct his attention to the necessary and important details of the conversation for you;

- find out the partner's objections;

- return the initiative to the conversation;

- Tell your interlocutor your point of view;

- boldly destroy a partner's confidence in something;

- build with the interlocutor a relationship of true partnership;

- to engage in the process of communication more advantageous role of the leader of opinions, expert, referee, "gatekeeper" and so on

Ask questions! The initiative is in the hands of the person who asks the questions. Questions are the only way to make a person think. Questions on the merits, questions on understanding will unfold the thoughts of your interlocutor in the direction you need, even if a minute ago he did not expect a different turn of events. The method of questions has a number of advantages in comparison with the method of statements:

- helps to avoid disputes;

- helps to avoid unnecessary talk;

- allows you to help the interlocutor understand what he wants. Then you can help him decide how to achieve this;

- helps the interlocutor crystallize the thought. And the idea brought from outside becomes his own;

- helps to identify the weak point at the conclusion of the transaction;

- causes another person's self-esteem. When you show that you respect his point of view, he will surely respect yours.

Let's look at the main types of questions. Closed questions.

They assume the answer is "yes" or no .

- Will you cooperate with us?

- Will it suit you if ...?

- Do you want to ...?

Try to eliminate these issues from use, because they require a specific and unambiguous decision from a person. Reply no nothing will change in the life of the interlocutor, but will give him a sense of security. At our seminars on the problems of distorting information in business communication and methods of protection against deception, we recommend in response to any pressure to say "no!". In life, people make this decision intuitively. In addition, having received the answer "no", you lose contact with the interlocutor. Of course, it does not stop, but it weakens. It works against you. Even the answer yes not really help you, because it will not give you an opportunity to understand what exactly is valuable for your opponent is in your statement. Although closed questions help to put an end to situations where the client can not make a decision. They will help him push. But it is more effective to use other types of questions. Open questions.

These questions begin with the words: what, how, what, how many, why and expect to receive a detailed answer.

- What do you think about it?

- Why do you think that ...?

- What expectations do you associate with our further cooperation?

The interlocutor, answering such questions, will give us information about his priorities, his motivations, thus simplifying the stage of gathering information.

Instead of open questions, you can use phrases like:

- Please, tell us in more detail ...

- I did not quite understand, could you explain?

- Please specify the details.

- Please tell us about additional options.

- Please specify ...

- Could you give me some idea about ... Such questions are very important when you are just establishing a contact with an interlocutor. Alternative questions.

These questions provide a choice. They suggest a quick solution. You do not impose anything. You simply offer a choice between what you need and what you need.

- Will we sign the contract now or after we have a cup of coffee?

- Will we sign the contract for a year or three years?

- Would you like to write model A or model B?

- Would you like to start work on the project now or after the holiday?

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