General questions are a great way to gather information
about a client and their needs.

However, they can
be interpreted as a lack of understanding or a “fishing” tactic.

did you mean by “x”?”

That question forces the client to do all the

It’s far more helpful to communicate some
understanding before broadening our scope.

term “x” can mean several different things (give examples). Based on our experiences, we interpret “x” to
mean … How does your organization use this term?”

Specific questions highlight our area of expertise.

They show that we’ve made an effort.

They force us to make a commitment.

Our question illustrates
what we know and implies what we haven’t considered.

When we’re just beginning to explore a
relationship or when our interactions are not face-to-face, everything is
hanging on our words.

We need to choose them carefully!