Questions that build understanding

Ask for the information you’re missing

A colleague says, “I don’t like the new system.” Asking, “You don’t want to adapt again, do you?” already assumes why they feel that way. Instead of finding out what the problem is, it asks them to defend themselves. A more useful question is: “Which task does the new system make harder for you?” The answer might reveal a missing feature, unclear instructions, or disagreement about how work is divided.

Use an open-ended question when you need to understand someone’s perspective or the circumstances. Follow up to clarify a specific point. A closed question can be useful to confirm a detail: “Does this also affect orders placed by phone?” These question types don’t compete with each other. Choose based on what you need to find out at that point.

Ask one question and wait. If you ask all at once what happened, why the person didn’t do something, and what they suggest, it may be unclear which part they’re answering. Follow up on what they say. A conversation shouldn’t be a list of prepared questions that you run through regardless of what you learn.

A question can be grammatically open-ended and still be leading. “Why is my proposal the most sensible one?” leaves room only to justify a conclusion that’s already been made. Instead, explore benefits, limitations, and alternatives. In a personal conversation, respect a refusal to answer too. Showing interest doesn’t automatically give you the right to ask about private matters someone doesn’t want to share.