Effective information gathering & questioning technique
Learn what questions to ask and how to ask them
Who is Effective Information Gathering & Questioning Technique for?
The starting point in any rational approach to problem solving is getting the factual information required to actually understand the problem that needs to be resolved. Without this, problem solving efforts will often be based on opinions and/or speculation which can lead to huge and very costly loss of time.
This issue is particularly critical in large and/or geographically dispersed organisations where the people directly in contact with customers: Sales people, field service personnel, installation teams, technical help desks etc… must have the skills required to collect information in a manner that facilitates problem solving activities by upstream technical support teams. When this is not the case, there is generally a huge loss of information as it moves through the different levers of typical escalation processes.
Even in more compact organisations such as manufacturing facilities, problem solving activities will be far more efficient and successful when those who are close to the action know what questions to ask so that they can accurately describe what they are observing.
When information collection activities are dependent on input from third parties such as customers, people involving in an accident or major incident, etc.. knowing how to ask questions is also a critical skill. Get it wrong by putting your discussion partner on the defensive and you are likely to miss out on much vital information, get it right and you will immediately create the goodwill required to really get the facts.
Given this all of this, Effective Information Gathering & Questioning Technique is a very useful skills development course for all those in your organisation who are charged with collecting information about:
What will you learn?
In a nutshell, you will learn what questions to ask and how you should ask them in a manner which facilitates effective problem solving:
Bonus: This course also introduces the key roles in formal problem solving activities: Owner, Experts and Facilitator.
Course Content.
Time required.
Depending on prior experience with the subject matter and how you go about the practice exercises, this course can take between 1 and 1.5 hours.
Recommended prerequisites.
None, this is very much the first step in any rational problem solving process.
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