Copyright ©2007 Brooks/Cole, a division of Thomson Learning Chapter 4 Questions: Opening Communication

Copyright ©2007 Brooks/Cole, a division of Thomson Learning

Chapter 4

Questions:Opening

Communication


Questioning - Skill Function

Open and close client talk.

Bring out additional specifics.

Assess client / situation, effectively.

Guide (control) the client / interview.


Value of Questions

Systematic framework for directing the interview.

Open new areas for discussion.

Pinpoint and clarify issues.

Aid in self-exploration.


Questions – Two Kinds

Open

Closed

What, How, Why, or Could?

Who, When, Where, Is, Are, or Do?

Go to page 95 and answer the two Go to page 95 and answer the two questionsquestions


Begin an interview.

Open new topics and pinpoint / clarify details.

Identify specifics.

Assist with client / situation assessment.

Open Questions


Focus the interview

Reveal specific details.

Close down client talk.

Increase interviewer control.

Closed Questions


1.Begin the interview.2.Elaborate and enrich.3.Bring out concrete specifics.4.Critical in assessment.5.First words may predict

outcomes.6.Potential problems with

questions.7.Can promote cross-cultural

distrust.8.Aid in positive-asset / wellness

search.

Eight Questioning Issues


1. Begin the Interview

What would you like to talk about today?

How have things been since we talked last?

Last time we talked about_____; how did it go this week?

Verbal clients, comfortable relationships, and open questions facilitate free discussion.


1. Begin the Interview

The weather

A current event

A positive aspect from last session.

Nontalkative clients may require a less direct approach. For example focus on:


2. Elaborate and Enrich

Could you tell me more about that?

How did you feel when that happened?

What would be your ideal solution?

What might we have missed so far?

What else comes to your mind?

An open question about the client’s earlier topic may restart an interview and keep it going.


2. Elaborate and Enrich

Could you tell me more about that?

How did you feel when that happened?

What would be your ideal solution?

What might we have missed so far?

What else comes to your mind?

An open question about the client’s earlier topic may restart an interview and keep it going.


3. Bring Out Concrete Specifics

Could you give me a specific example?

What specifically brings out your anger?

What do you mean by “makes me so mad?”

Could you specify what you do before and after _____?

Specific details bring out data for action.


4. Critical in Assessment

WhoWhatWhen

For general problem diagnosis, the newspaper model proves useful.

Where How Why?



? WHO ?

Who is the client?

Who else may be involved?



? WHAT ?What is the client’s personal background?

What is the client’s problem?

What is happening?

What are the specific details of the situation?



? WHAT ELSE ?

Encourages openness

Brings out remaining detail



? WHEN ?

When does the problem occur?

When did it begin?

What immediately preceded the occurrence of the problem?



? WHERE ?

Where does the problem occur?

In what environments, situations, and conditions does the problem occur?



? HOW ?

How does the client react to a challenge?

How does the client feel about _____?



? WHY ?

Why does the problem occur?

For what reasons does the problem occur?


5. First Words Predict Outcomes

Facts and information

Process and/or feelings

Reasons

General framing or summary?

WHAT?HOW?WHY?COULD?

Elicits:


6. Potential Problems

Honor cultural differences.

Excessive use –

“Rapidfire” questions may feel like grilling.

Questions as statements may lead the client.

“Why” questions may recall guilt and anger.

Gives control to the interviewer.

Takes the focus off the client.


7. Can Promote Cross-Cultural Distrust

Some cultures consider questioning rude.

Questions from culturally different interviewers may be considered particularly rude.

Too many questions, too quickly may promote distrust.

Questions used insensitively can destroy trust.


8. Aid Search for Positive Asset Search

Personal strength inventory

Cultural / gender / family strength inventory

Positive exceptions to the concern.

Feedback coupled with positive questions.

Could you tell me about a success you have had in the past?

Can you recall a friend or family member you see as a hero?

When is the problem or concern absent or a little less difficult?

What else could we include as a positive asset?


the general picture of the situation,

key facts,

emotions, and

reasons.

Questioning Less Verbal Clients

Ultimate goal is to draw out

Documents

Copyright ©2007 Brooks/Cole, a division of Thomson Learning Chapter 4 Questions: Opening Communication