However, there is a point of diminishing returns. Unlike simple yes-or-no questions, open-ended questions invite the respondent to talk — and enable you to gather much more information. During tense encounters, asking tough questions first, even if it feels socially awkward to do so, can make your conversational partner more willing to open up. The opposite is true, too.
The following questions can help you uncover important information about the job held by your interviewee. Of course, at times you and your organization would be better served by keeping your cards close to your chest.
Plus, over 50% of emails are sent and received on our phones, often on the go, meaning they’re likely to be checked at a glance: important items are flagged, the rest archived or deleted. Use neutral wording. And each question we ask creates an open space for someone else to fill. We offer guidance for choosing the best type, tone, sequence, and framing of questions and for deciding what and how much information to share to reap the most benefit from our interactions, not just for ourselves but for our organizations. When they asked people to take the perspective of a recruiter and choose between two candidates (equivalent except for how they responded to this question), nearly 90% preferred the candidate who “came clean” and answered the question. But in general, an overly formal tone is likely to inhibit people’s willingness to share information. The more you give out, the more that will come back to you. The more often you do something, the easier it gets. By using an open-ended question you get insights and additional information you might not have known existed. For example, research by Julia Minson, the University of Utah’s Eric VanEpps, Georgetown’s Jeremy Yip, and Wharton’s Maurice Schweitzer indicates that people are less likely to lie if questioners make pessimistic assumptions (“This business will need some new equipment soon, correct?”) rather than optimistic ones (“The equipment is in good working order, right?”). But when third-party observers watch the same conversation unfold, they prefer the person who answers questions.
Read and re-read the email with a ruthless editor’s eye. It can be helpful to drill information down to bullet points to make the content more digestible. Group dynamics can also affect how a question asker is perceived. For example, when quizzed about their partners’ preferences for activities such as reading, cooking, and exercising, high question askers were more likely to be able to guess correctly. Interrupting will halt their train of thought and signal that you don’t value what they’re saying. It pays to slow down and reflect on what and how you ask.
Speak your listener’s language. Use something in the answer to frame your next question. In our teaching at Harvard Business School, we run an exercise in which we instruct pairs of students to have a conversation. What do other companies charge for this item? Perhaps they are apathetic—they don’t care enough to ask, or they anticipate being bored by the answers they’d hear. Yet one of the biggest reasons they still can’t find out what they want from their audiences is the lack of clarity in what they are asking for. Participants were told either that most others in the study were willing to reveal stigmatizing answers or that they were unwilling to do so.
That’s why the chief tool of a good listener is a good question. In one set of studies, Leslie and her coauthors asked participants a series of sensitive questions, including ones about finances (“Have you ever bounced a check?”) and sex (“While an adult, have you ever felt sexual desire for a minor?”).
Here’s how you can get the answers you want: Upon hearing the ping of their email, most people will simply glance at the two-line preview. In fact, asking just one more question on each date meant that participants persuaded one additional person (over the course of 20 dates) to go out with them again. In these situations, a survey tactic can aid discovery. Ask questions where the answer is a fact. And keeping secrets has costs. No one says everything you want to hear in the exact order, depth, and detail that you prefer. On JotForm, our users ask 2.1 million questions per hour using our online forms. A wealth of research in survey design has shown the dangers of narrowing respondents’ options. This is true even after controlling for the gender of the salesperson and the call type (demo, proposal, negotiation, and so on).
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