3. Use Open-Ended Questions

Start your questions with who, what, when, where, why or how.

For example, instead of asking "Were you terrified?", which will produce a "yes" or "no" answer, try asking, "How did that feel?" They might have to think about it, but you'll get a much better response.

Avoid questions you can answer “yes” or “no”. They are closed-ended, don’t generate discussion and they rarely yield any insight. 

By asking open-ended questions, you get far more interesting insights. They invite reflection and start discussions.

Being a good listener is not about getting the facts about what made them upset. It is to be supportive, offer encouragement, and empathize.
Ask open-ended questions to communicate that you're interested in them. Avoid questions beginning with 'Why' and use 'What' or 'How' instead....