Soft Skills
Effective trainers and facilitators choose and use these different question types to achieve different outcomes. They are used at different stages in a training or facilitation process and they require different responses from those who are learning. For example, imagine a problem solving process and using the different types of question identified above. Clearly, some questions are more appropriate than others at different stages.
We may recognise that we have a problem by asking questions from any of the areas. Notice the difference between these questions, each of which may be used early in a ‘problem identification’ process.
1. “What does this machine keep breaking down at this point in the sequence?”
2. "Can you imagine how much better things would be if we could replace this old machinery?”
3. “How would you feel if you were asked to work with that old equipment?”
4. “Which exact component of the machine are we unable to replace?”
However, once the fact that a problem exists is recognised, it may make sense to do some more logical, analytical questioning to better understand it. “Why is this a problem for us? What have we already done to try to resolve it? What
will be the financial cost of leaving it unresolved? Is this actually a technical problem or is there an underlying systems problem?” etc.
With the problem clearly identified and analysed, it is important to generate multiple possible solutions. The second category of questions comes into play in order to explore ideas, options and innovative possibilities. This might be thought of as the ‘brainstorming’ phase. Ideas may then be challenged, using the more evaluative questions again. “Of the options available, which is likely to give us the best long-term reliability and efficiency?”
When a preferred solution has been identified, there is value in asking some of the ‘feeling’ questions. “How will people react to this proposal?
How will we communicate our decision to ensure understanding? What are the implications for people’s workloads and relationships?”
Finally, the operational questions come into play. “When will we do this? Where will the budget come from? Who is going to plan the installation? What changes to our rotas will we need?”
The same types of questions can be used in encouraging innovation, challenging a ‘stuck’ group or ensuring that learners understand and can apply the material they have been taught. The questions don’t need to be complex but they do need to be considered.
As with any other skilled craftsman with a toolkit, the ‘magic’ is knowing which tool to use and when to use it.
Ann is a Learning Experiences and Trainer at RSVP Design. Ann is an experienced Management and Team Development Training Consultant, with exceptionally strong facilitation skills.
www.rsvpdesign.co.uk