Resources for
Successful Adult Education

Asking effective questions

Coming up with a solution to client's problems is often a matter of simply asking the right question(s) to determine what the real problem is. Depending on the situation, one or more of the following techniques may prove useful.

1. Ask questions that require long answers - Do this by asking about processes instead of facts and by making it difficult to answer with yes or no. Examples: "Describe how your modem sounded just before your computer crashed." "Describe how you set up your communications software."

2. Ask for more information - Do this by using what, how, when, where, and more rarely why leading questions. Examples: "What communications software are you using?", "What type of file were you trying to download?", "Where on the Internet have you looked for this?"

3. Avoid negative presuppositions - Ask what happened rather than why they did what they did. Example: "How did you download the file?" rather than "Why are you using Terminal to download the file from your Internet Provider?"

4. Restate what you have heard - This form of active listening is used for clarification. Listen for what they are really saying. Make certain you understand the problem/question. Example: "So are you saying you attached the modem to your computer and you never got any response from it?" The customer may correct your misunderstanding. Don't be embarrassed or put off if this happens. The goal is clear communication, not to start a conflict.

5. Use wait time - It's common to want to keep a conversation going by keeping the air filled with talk. Ask the customer a question, then pause for an answer. It may take a few seconds before they respond, while they collect their thoughts or consider how to get the words out. Many people don't know computer technical terms. It may take them some time to come up with the names of things or how to describe what is happening.

6. Follow the questioner's lead - A direct question deserves a direct response. Explanations and additional considerations can follow.

A. Yes/no Q. Should I change my password?
A. Yes, periodically you should change your password to protect your account from someone getting into it.

B. True/false Q. Is it true I can get on the Internet through RAIN (substitute an Internet provider or Community Information Network)?
A. Yes it is true you can get on the Internet through RAIN. The way you do this is......

C. Multiple choice - Q. Should I use Pegasus or Eudora for e-mail?
A. It depends on what your preferences are. You could go on with an explanation of each of them and the advantages, disadvantages, etc.

D. Essay - Q. Where can I find addresses to search on the WWW?
A. Requires an explanation of some of the search engines, where you can find them, what the URL for them is, etc. etc.

This section is adapted from the University of Missouri's Internet Master Program.

The Master Internet Volunteer Program was developed by the University of Minnesota Extension Service and was adapted for use in North Dakota with permission. Copyright  © 2000  North Dakota State University. All rights reserved.

North Dakota State University Extension Service