Customer Care

6

Questioning and active listening

I keep six honest serving-men,

(They taught me all I knew),

Their names are What and Why and When,

And How and Where and Who.

(Rudyard Kipling)

There is nothing so annoying as to have two people talking when you’re busy interrupting. (Mark Twain)

Instead of listening to what is being said to them, many managers are already listening to what they are going to say. (Anon)

Aims

The aims of this chapter are as follows:

 to identify the different types of questions and their effect on communication;

 to use questions ...