SeSSIon 15 | QueStIonInG, oPen- ended QueStIonS Learning Objective: To understand the difference between open-ended and closed questions, to be creative in what you ask and to be curious.
Open-ended questions usually begin with: • How • What • Why • Where • When • Who
Set uP 10 min Indoor Team
Say: So now we are going to put our knowledge of questions into action.
mAterIAlS
Explain the rules of the game. Each Ambassador will get a sticker or Post-it on his or her forehead with the name of a person/ celebrity written on it. The group knows who you are and you must ask questions to get an answer. You ask open-ended questions. No one may answer with the name of the celebrity!
Video/youtube.com “Who am I app”
SeSSIon BrIeFInG Say: Obviously a huge mismatch here between the employee and the customer in this movie. This was a comical look at a communications mismatch. At other times, a mismatch like this is not so comical. We want to work to make it easy for our guests in every respect. This includes communication and means finding out more about our guests in order to make it easy for them. Explain: When people communicate, only 7% of this involves actual words, 38% is tone of voice and 55% is body language so by only looking at our guests we stand a bigger than 50% chance of knowing what they need. Explain: Open-ended questions cannot be answered with a simple ‘yes’ or ‘no.’ Open-ended questions encourage the guest to speak and provide as much information as they are willing to share. They help us work towards solutions, make it easy for the guest, and help you to explore the opinions and feelings of the guest.
After the names have been guessed, debrief . Ask the group the following questions: • Which words did you find the easiest to use?
• Which words did you find the most difficult to use? • Which questions led you to discover more information?
tAKe-AWAYS • Asking open-ended questions is important in order to really get to the bottom of what our guests need. • We tend to go straight for results: who am I? • We need to ask a lot of questions to get all the information we need. • Sometimes the answer is very different to what we think it will be (beware of assumptions).
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MODULE 2 I AM GENUINE
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01-05-16 23:30
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