Questioning and listening skills

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From the course by PwC

Effective Business Presentations with Powerpoint

545 ratings

PwC

Effective Business Presentations with Powerpoint

545 ratings

Course 4 of 5 in the Specialization Data Analysis and Presentation Skills: the PwC Approach

This course is all about presenting the story of the data, using PowerPoint. You'll learn how to structure a presentation, to include insights and supporting data. You'll also learn some design principles for effective visuals and slides. You'll gain skills for client-facing communication - including public speaking, executive presence and compelling storytelling. Finally, you'll be given a client profile, a business problem, and a set of basic Excel charts, which you'll need to turn into a presentation - which you'll deliver with iterative peer feedback. This course was created by PricewaterhouseCoopers LLP with an address at 300 Madison Avenue, New York, New York, 10017.

From the lesson

Communication styles

This week, we will be covering the different types of communications styles. You’ll start off by gaining an understanding of your personal professional presence and learn how to maximize it. You’ll learn about verbal and nonverbal communications, and strategies to enhance your questioning and listening skills. We will also discuss how differences in culture can impact how you communicate.

Introduction to Week 21:44

Maximizing your professional presence12:41

Communicating with confidence3:10

Verbal communications5:21

Non-verbal communications6:57

Cultural Considerations in Communication7:36

Culture and Presentations19:14

Questioning and listening skills8:53

Meet the Instructors

Alex Mannella
Alumni / Former Principal

[MUSIC]

In this video, we're going to discuss how to use questioning and

active listening to promote dialog and to confirm understanding.

Asking good questions and

genuinely listening to what others say are integral to productive interactions and

strong relationships with both external clients and internal teams.

Using well-crafted questions and actively make it easier

to obtain information that you need, to engage your audience in your story,

and to show others that you are focused on them and the conversation.

Consequently, more information is shared to your benefit.

Have you ever asked questions and gotten a yes or

no answer when what you really wanted was more information?

Have you wondered if there is a better way to pose your questions?

So the client or you team member shares the details you need?

Are there ways to get, not just the information you seek, but

learn even more that could help your presentation?

Thoughtful, considerate questioning can get your audience engaged and talking.

You'll learn more thus build stronger relationships both professional and

personal.

Listen carefully early on in the dialogue and

then used customized questions based on what you've heard.

Two key skills promote the flow of dialogue and

help you confirm that your audience understands your messages.

The first is using open-ended and closed-ended questions effectively.

The second is actively listening.

I'm sure that each of you have had the experience of explaining something to

a colleague or

a friend when it was obvious to you they were simply not engaged.

There are several ways to ask questions to ensure that you'll get

the information that you need.

If you have only a general or

vague idea of what you need, then wide open-ended questions

can help to narrow the discussion to get the appropriate information.

Let me give you an example from my team.

My team builds analytical tools for consultants.

So to encourage a team of consultants I might ask them,

what are your clients primary pain points?

What sort of analytics are you using to solve your clients problems?

How long does that typically take your teams?

And, what happens if your subject matter expert is

unavailable to facilitate that analysis?

Such questions can help draw others into a conversation and can be

an important tool to gathering information on the needs of the other party.

If you have specific criteria for

which you need clarification, then more specific open ended

questions may evoke responses that will give you the information that you need.

Such drilled down questions can help focus the discussion and

drive toward an action plan once all the relevant facts are identified.

There're questions that require more than one word answers.

The answers could come in the form a list, a few sentences, or

something longer, such as a speech or paragraph or essay.

They often start with the familiar what, where, why, and how.

They can also be TED statements; TED.

T is tell me more about, E is explain,

and D is describe.

Although open ended questions require longer responses,

they're not necessarily complicated.

For example, you might ask a client,

what are you currently doing to boost sales of your product?

While you might already know the answer to the question,

it can begin a dialogue relevant to your topic and

help use Segway into your key message or a supporting message.

Open-ended questions are also helpful in finding out more about a person or

a situation during a client or a team presentation.

Ask open-ended questions for several reasons.

To keep a dialogue flowing, to learn more,

to keep the client or team open to new ideas.

To encourage the audience to pause, think, or reflect,

to explore thoughts, feelings, and ideas, to uncover additional concerns or

needs, and finally to engage the client or team in the dialogue.

Using open-ended questions is a powerful way to facilitate

a collaborative dialogue.

They encourage your audience to open up so that you can learn more about them and

their issues and, tie that information to your presentation.

In sum open-ended questions should call for responses that result

in a fuller representation of an issue or a thought process.

Can you think of an example of an open ended question?

Of course, closed ended questions can also be useful for specific purposes.

These types of questions are answered with a discreet specific response.

They are not intended to elicit a more expansive response.

Nevertheless, at times, they can be useful to engage with the audience and

gain important information.

By effectively using questioning skills you can demonstrate your focus on your

audience, acknowledge what's important to them and draw them into your story.

Active listening is another important tool to engage with your audience.

Validation is one key way to demonstrate active listening.

In an interaction with others, you can use what are called

you statements as a means to validate what was just discussed.

This helps to demonstrate that you listened and understood what was said.

I'm sure that many of you have used this technique before.

Be sure to validate what is discussed as a way to confirm your understanding of

the facts and to make sure that everyone is on the same page.

For example you can use you statements while reflecting or paraphrasing.

If you're reflecting, you use the exact words someone has used.

For example, if I hear you correctly, you think while if you're

paraphrasing you use your own words to describe someone else's ideas.

For instance, let me see if I understand you.

Other important elements of active listening are maintaining and

projecting an open mind.

If you can convey your openness, confidence, and credibility,

during a conversation, you can help foster an environment of trust.

Listening twice as much as you speak,

what kind of impact do you think that might have?

Keep that in mind as we continue.

Avoiding distracted listening or nonverbal behavior that suggests you're focusing

on something or someone other than the person who is speaking.

When someone is talking,

do not multitask or think about what question you'll ask next.

Be present and focus on the speaker.

Being mindful of your non-verbal actions.

People notice when you nod or take notes, which are positive signs of engagement,

or the inverse, when you seem far away or distracted.

Lastly, responding with thoughtful questions or comments,

indicates that you've genuinely listened and reflect it on what you heard.

Remember, a presentation isn't a one way disc course with a room full of

passive listeners.

Engaging your audience via questions and

active listening can establish an open and collaborative enviroment.

Establish a two way disc course asking open ended questions

that start a conversation and help you lead into your messages.

Then remain engaged by being an attentive and active listener when they respond.

Use what you've learned from your questions and

active listening as you summarize key takeaways or

set up the call to action in the closing of your presentation.

Keep in mind what we've discussed, as it will be fundamental for

your final presentation at the end of this course.

[MUSIC]

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