Reframe Loaded Questions
Questions that feel accusatory can trigger defensiveness. Calibrated questions reframe these in a neutral and inviting way.
Incorrect: “Why haven’t you fixed this issue yet?”
Instead say: “What challenges have you faced in addressing this issue?”
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In our daily interactions, the way we frame questions can either open doors to understanding or shut down communication. Calibrated questions—those thoughtfully crafted to be open-ended and inviting—help steer conversations toward collaboration, problem-solving, and deeper insights.
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Avoid Yes-or-No Questions
Closed-ended questions often limit responses and block meaningful dialogue. Instead, use calibrated questions to encourage thought and discussion.
Incorrect: “Do you like this approach?”
Asking Questions
- Genuine questions to better understand the other position. After you receive and answer to them, state back...
Analyze what you know.
Ask yourself these questions. Do you know the reason why your customer is canceling? Is this a surprise for you or do you already know the issue? Can the issue be solved?
Look deeper why weren’t you able to get in front of the issue earlier, what attempts to solve have you already made (bec...
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