1. THE USE OF QUESTIONS

2. CLOSED-ENDED QUESTIONS
THESE ARE QUESTIONS THAT CAN BE ANSWERED WITH ONE TO TWO WORDS OR CAN BE ANSWERED WITH A YES OR NO. THEY USUALLY START WITH DO, DOES, IS, ARE, HAVE
CLOSED-ENDED QUESTIONS ARE USED TO OBTAIN SPECIFIC INFORMATION. (WHERE ARE YOU EMPLOYED?)
TRY TO REFRAIN FROM ASKING TOO MANY CLOSED-ENDED QUESTIONS (PASSIVE HELPEE)

3. OPEN-ENDED QUESTIONS
OPEN-ENDED QUESTIONS ARE USED TO HELP THE CONSUMER OPEN UP AND ELABORATE.
OPEN-ENDED QUESTIONS USUALLY BEGIN WITH: COULD, CAN, HOW, WHAT, AND SOMETIMES WHY (CAREFUL).
THE BEST QUESTIONS TEND TO BE MORE OPEN-ENDED

4. IMPORTANT REMINDERS!!! QUESTIONS CAN BE OVER DONE.
BE CAREFUL NOT TO ASK TOO MANY QUESTIONS.
BE CAREFUL NOT TO ASK RUN-ON QUESTIONS.
BE SENSITIVE TO CULTURE WHEN ASKING QUESTIONS.
STAY AWAY FROM LEADING QUESTIONS (DON’T YOU THINK YOU SHOULD…; DO YOU REALLY WANT TO…; ARE YOU REALLY SURE THAT…)-DISGUISED ADVICE GIVING AND CAN BE CONSTRUED AS IMPOSING VALUES
OTHER CLARIFICATION SKILLS TEND TO BE MORE HELPFUL (PARAPHRASING, REFLECTION OF FEELING, SUMMARIZATION)- THE WORKER IS SEEN AS BEING MORE EMPATHETIC.