1. What Are Open and Neutral Questions?
Open questions are questions that cannot be answered with a simple “yes” or “no.” They invite the employee to elaborate on their experience, feelings, or situation.
Neutral questions are questions that contain no judgment or suggestion. They help the employee speak freely without feeling influenced by the way the question is asked.
Examples of open and neutral questions:
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“Can you tell me exactly what happened?”
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“How did you experience this?”
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“What was going through your mind at that moment?”
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“What impact has this had on you?”
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“What would you like to happen now?”
2. Why Are Open and Neutral Questions Important?
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They give the employee space to share their story.
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They help gather more information without suggestive steering.
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They prevent you from unintentionally guiding the conversation in a certain direction.
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They contribute to a safe and confidential conversational environment.
3. How to Ask Effective Open and Neutral Questions?
Avoid Leading Questions
Leading questions steer the answer in a certain direction and can make the employee feel manipulated.
Not: “Don’t you think your manager acted wrongly?”
Better: “How did you experience your manager’s behavior in this situation?”
Use “What,” “How,” and “Which” Questions
Avoid questions that start with “Why,” as they can sometimes come across as accusatory. “What,” “How,” and “Which” questions help the employee reflect and give an open response.
Not: “Why did you do it that way?” (can sound defensive)
Better: “What made you respond that way?”
Allow Pauses
After asking an open question, it is important to allow silences. This gives the employee space to think and continue speaking without being interrupted.
Probing Further
Probing further helps to explore the topic more deeply and prevents the conversation from staying superficial.
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“Can you tell me a bit more about that?”
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“What exactly do you mean by…?”
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“How did you feel at that moment?”
Common Mistakes When Asking Questions
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Using closed questions: These limit the employee’s ability to answer freely.
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Asking double questions: “How did you feel about that and what will you do now?” (This can be confusing.)
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Asking for a solution too quickly: “What are you going to do about this?” can put pressure on the employee.
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Asking questions with a hidden opinion: “Don’t you think you should have handled this differently?”
By asking open and neutral questions, you as a confidential advisor create an environment where employees feel free to share their experiences and feelings.