When using open-ended questions does not provide enough information, use probes to expand the conversation.
Verbal and Nonverbal Probes
A probe will encourage a conversation partner to add to their previous response. Verbal probes are often a single word or short phrase. Some examples are:
- “Tell me more about that.”
- “That’s interesting. Tell me more.”
- “Really?”
- “Why?”
- “Can you give me a specific example of what you mean?”
Nonverbal probes rely on body language and gestures to get the same results as a verbal probe. Some examples are:
- Raising the eyebrows as if surprised
- Nodding
- Frowning
- Pursing the lips
Probing Techniques in Conversation
Probing can enhance conversations in various ways. Here are some effective techniques:
- Ask Open Questions
Open questions encourage elaboration. Examples include:
“Can you explain that in more detail?”
“Could you provide a specific example of what you mean?”
“What are your thoughts on what we should do next?”
Be mindful not to overuse these questions, as they can make the other person feel like they are being interrogated.
- Use Pauses
Many people find silence uncomfortable and will often fill it by providing additional details. Allowing for pauses can encourage deeper responses. - Reflective or Mirroring Questions
When an employee says something like, “I don’t feel challenged by my work anymore,” you might respond by reflecting, “Challenged?” and then pause. This encourages the other person to elaborate without making them feel pressured. Such statements help clarify and summarize thoughts while showing an intention to understand. - Paraphrasing
Restate what has just been said in your own words. For example, “So, if I understand you correctly, you feel that…” This technique demonstrates a desire for clarity and accuracy, allowing the speaker to hear their thoughts reflected back from another perspective. - Summary Questions
Summary questions can help recapitulate the conversation while signalling its conclusion. For instance: “You mentioned discussing your colleague’s language, trying to overlook it, and now you’re concerned about its impact on visitors. Have I captured that correctly?”
Another example could be: When an employee cites a lack of cooperation from another department as a reason for project delays, instead of asking another question, simply say “Cooperation…” in a reflective tone and pause. This often prompts the other person to provide further details.
Summary statements or paraphrases reinforce that you have been listening and absorbing what has been said. They should not dominate the conversation.
Using a summary can indicate that the discussion on that topic is concluding. If needed, you can follow up with a fact-finding question (typically a closed question), such as, “Is there anything more you’d like to add?” or “Do you have any other suggestions?”
