Bill McGrane presentation

The Way You Ask a Question Affects the Response! 

re your communication skills getting you the results you want? Would you like to find ways to empower your ability to persuade? If you could improve one aspect of your communications skills, what would it be? Could asking questions and listening more skillfully make a difference for you?

Picture this: You walk into a department store, and while you’re making your way through the specialty kitchen section of the appliance area, you hear an older woman yelling. As you turn toward the customer service counter, where people can pay their local utility bills, you hear the women shouting, “How could my electric bill be so high? You’ve got to be kidding!” From the tone of her voice, you know immediately that an explosion is about to occur.

Across the aisle, you sit down in a lounge chair and act like a quiet little mouse. You’re curious to listen and see how this situation unfolds. You notice that the employees seem to suddenly become very busy with all kinds of activities except, that is, assisting this woman. They’ve obviously decided to ignore her and act as if nothing is happening.  Meanwhile, the older woman, who’s getting more agitated by the minute, is quickly walking around and around a nearby table, shouting in disbelief about her utility bill.  Everyone is well aware of what’s going on, but no one’s doing anything to help. Then a magic moment occurs—someone with the skill to resolve the issue is about to step in.

If you were faced with this situation, what would you do? What would be the first thing you’d say? Might it be appropriate to ask a question?

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