4 Questions to Identify the Real Concern

When people approach you with something that is bothering them, chances are they will talk around the issue instead of getting straight to the point.

It's only natural because there is a certain element of genuine discomfort involved. If you sense that the real situation isn't being addressed, here are 4 questions to help the person--and yourself:

1. "Can you tell me 3 other aspects of the issue that are bothering you?" (You pick the number; the idea is to help get to the real concern).

2. "If it were your choice, what would you most want to have happen now? (The solution may help uncover the problem).

3. "What is the fundamental goal we should try to achieve?" (Similar to #2, but adds the "we're in this together" element).

4. "What else is worrying you about this particular situation?" (Open-ended version of #1).

Whatever you do, listen calmly and ask questions. Once you start making statements before you get to the real deal, you stand a chance of either shutting down the conversation or taking it in your own direction.

When you feel the "Aha! So that's it!", you're where you need to be.

Comments

[Joan Schramm]

Steve -- I'm going to copy this and post it where I can reference it easily. It will save a lot of time and add a lot of clarity, both with clients and staff. Thanks!

[Steve Roesler]

Joan--

Pleased to know this will get even more practical use.