time to talk jackie grannell tpas associate. questioning and listening
TRANSCRIPT
Time to TalkJackie GrannellTPAS Associate
Questioning and Listening
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
Your amazing brain
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
Is it…Does it…Have you…Would you…Can it…
All begin with a VERB
Yes or No answers
“Six honest serving men
taught me all I knew.
Their names are What, Where,
When, Why, How and Who”
Rudyard Kipling1865 - 1936
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
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
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Jackie GrannellTPAS Associate07775 642652
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