Questions: Opening Communication CHAPTER 4 Questions: Opening Communication

Microskills Hierarchy Open and closed questions Attending behavior Ethics and multicultural competence

Open Questions Encourage others to talk Provide maximum information What, how, or could Helpee in charge

Closed Questions Answered in few words (yes, no) Focus interview Is, are, do Helper in charge

Eight Issues Around Questions Help begin interview Elaborate and enrich helpee’s story Bring out specifics Critical to assessment First word of open ? determines what comes next Potential Problems May promote distrust Used to search for positive assets

Questions help begin interview What would you like to talk about today? How have things been going? Last week we talked about . . . How did that work out?

Help elaborate story How did you feel when that happened? What might we have missed so far? What else comes to mind?

Bring out specifics Could you give me a specific example? What do you mean by . . .?

Critical in assessment Who What When Where How Why

Potential problems Bombarding/grilling Multiple questions (several at one time) Questions as statements (Don’t you think . . ) Cultural differences – to some questions are offensive Why questions – defensive Control – person asking is in control

In cross-cultural situations may promote distrust If cultural differences between helper and helpee, helpee may distrust so many questions, feel grilled, and feel “stupid” if an answer is not forthcoming

Search for positive assets Listen to helpee for strengths and positives Share feedback

Personal strength What do yo do well or others say you do well? What are some things you’ve been proud of in the past? Now?

Cultural/Gender/Family Strength Can you tell me about a friend of your own gender (race/ethnicity/religion) that dealt with adversity in a way that you admire? What specifically did that person do?

Anticipating Responses What – bring out facts of situation How – leads to feelings Why – introspection; search for reasons (and if I knew the answer to why I wouldn’t be here) Could – most open of all; can be refused