As you learn about a prospect, an existing customer, or people in a group setting the next step required to deliver clear returns on your curious nature is to listen, and listen well. It is a natural response to listen after asking a question and yet sometimes being excited about learning more it’s easy to make assumptions or jump to conclusions. The goal of refining our questioning and discovery methods is to gain accurate information that is based on real understanding.
A Simple Model You for Questioning and Listening
London faculty members are offered a simple and effective visual reference to reinforce what they call ‘Skillful Questioning and Active Listening’. The model refers to Open and Closed questions, and refers to ‘Probing’ questions, something we call ‘Active’ questions that allow you to refine your understanding of the answers you receive from another person.
Review this model and ask yourself: How can I apply this model to better connect questions with listening skills.
Notice how you start with an ‘Open’ question, they get things started. This model calls the next activity using a ‘Probe’ to learn more – we call these ‘Active’ questions and they are used to get clear on what is being said. The use of the ‘Closed’ questions is specifically about making decisions and choosing a direction. You can find out a lot with a simple ‘Yes’ or ‘No’ at the right time.
The last step in this model tells you to ‘Check’ that you have understood. This is the step that helps you avoid rushing to the next question and makes sure you are not assuming you understand what was said. Checking is the key ingredient in a multi-step process of asking great questions, listening well, and creating clear understanding through dialogue.
Let’s see this model in another format…
There are many ways to gather information, yet no method works better than a little curiosity, great questions, and avoiding assumption. The models in we have looked at, are all easy to apply and can be practiced anywhere, and at any time.
L.I.S.T.E.N. and S.I.L.E.N.T. Have the Same Letters
There are many ways to see the word ‘LISTEN’ and one way is to realize it uses the same letters as SILENT. London faculty members use a model that assigns a definition to each letter, creating an acronym that can work as a mnemonic device.
With each letter you can see a value that adds to the effectiveness of the dialogue. There are many ways to interpret this model, which means you can make it your own. How do you want to Look or show that you are interested? How do you want to get Involved? What can you do to Stay on target? When will you use questions to Test understanding of what the other person has said? When will you Evaluate what you have heard before responding? How will you Neutralize your feelings to avoid reacting, instead of responding to statements that are made?
If you are interested in furthering your listening skills, here are some courses we have available:
* Involved Listening
* Understand the Message
* Complete Understanding
* Listening Skills in Depth
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