When we do not get enough information by using open-ended questions, we can use probes to expand the conversation.
Verbal and Nonverbal Probes
Probes encourage your conversation partner to elaborate on their previous response. Verbal probes typically consist of a single word or a brief phrase. Some examples include:
- “Can you elaborate on that?”
- “That’s interesting; please share more.”
- “Really?”
- “Why is that?”
- “Could you provide a specific example?”
Nonverbal probes use body language and gestures to achieve similar effects as verbal probes. Examples of nonverbal probes include:
- Raising your eyebrows in surprise
- Nodding your head
- Frowning
- Pursing your lips
Probing Techniques
There are several effective techniques for using probing in conversations. Here are some strategies to consider.
- Ask Open Questions:
- “Can you clarify that further?”
- “Could you provide a specific example?”
- “What do you think we should do next?”
Be mindful that asking too many open questions can make the other person feel as if they’re being interrogated, so use them judiciously.
- Pause:
- Embrace moments of silence; many people feel compelled to fill the gap and may elaborate on their previous statements during these pauses.
- Use Reflective or Mirroring Questions:
- For instance, if an employee says, “I don’t feel challenged by my work anymore,” you might respond with, “Challenged?” and then pause. This often prompts the other person to provide more detail without feeling pressured. Such statements help clarify and summarize without disrupting the conversation flow, showing your intention to understand their thoughts and feelings.
- Paraphrase:
- Restate what has been said in your own words. For example, “So if I understand you correctly, you…” This technique demonstrates your desire to comprehend accurately and allows the speaker to hear their points reflected from another perspective.
- Use Summary Questions:
- Summarizing can help both probe for more information and signal the conversation is concluding. For example: “You’ve talked to your colleague about his inappropriate language, tried to ignore it, and remain concerned about its impact on visitors and staff. None of these methods have worked, and now you’re asking me to step in. Is that correct?”
Another example: if an employee mentions that completing a project will take until next week due to a lack of cooperation from the production department, you might respond with “Cooperation…” in a reflective tone, allowing for further elaboration.
Summary statements and paraphrases indicate that you have listened and understood the discussion. However, avoid using them to dominate the conversation.
Summaries signal that the discussion on that topic is wrapping up. If needed, you can follow up with a fact-finding question (typically a closed question), such as, “Would you like to add anything else about this issue?” or “Do you have any other suggestions?”
