Title: Questioning Techniques - Communication Skills From MindTools.com
Headings: Questioning Techniques
Questioning Techniques
Asking Questions Effectively
Open and Closed Questions
Funnel Questions
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Probing Questions
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Leading Questions
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Rhetorical Questions
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Using Questioning Techniques
More Tips:

Content: here, rhetorical and leading questions are useful too. They can help get people to reflect and to commit to courses of action that you've suggested: " Wouldn't it be great to gain some further qualifications?" Avoiding misunderstandings: use probing questions to seek clarification, particularly when the consequences are significant. And to make sure that you avoid jumping to conclusions. The Ladder of Inference tool can help you here, too. De-fusing a heated situation: you can calm an angry customer or colleague by using funnel questions to get them to go into more detail about their grievance. This will not only distract them from their emotions, but will often help you to identify a small practical thing that you can do, which is often enough to make them feel that they have "won" something, and no longer need to be angry.