1. Time to Talk Jackie Grannell TPAS Associate

3. Questioning and Listening

4. Communication is…  …‘the giving and receiving of information, such that the giver is assured the receiver has understood’.  It’s about asking questions  It’s about REALLY listening

5. Your amazing brain

6. You are interviewing for a new contractor to carry out grass cutting on your estate. Identify 2 questions you want to ask the contractor about the company’s complaints policy and 3 questions about customer service. Group Exercise - Scenario 1

7. Is it… Does it… Have you… Would you… Can it… All begin with a VERB Yes or No answers

8. “Six honest serving men taught me all I knew. Their names are What, Where, When, Why, How and Who ” Rudyard Kipling 1865 - 1936

10. Your team is to interview a tenant about their experiences of having major works carried out. You are particularly interested in finding out their experience of having a new level access bathroom fitted. Identify 5 questions you want to ask. Group Exercise - Scenario 2

11. It all begins with you … “There is only one corner of the universe that you can be certain of improving; and that is your own self” Aldous Huxley

12. Thank you! Please complete your feedback form Jackie Grannell TPAS Associate 07775 642652 jackie.grannell@brynoka.com

13.  Take time to plan your question  Ask questions carefully  Think about why you are asking the question  what’s the purpose?  What are you going to do with the answer? Asking questions