Communication: Message Questions

Message questions. These aren’t actually questions. The person is using a question format to make a point, share information or state a personal conviction. They might begin with something like “Don’t you think … ?” or “Did you know … ?”

How Communication and Training Builds Housekeeping Professionals

The effective way to deal with the message question is to say, “I get your point,” “Thank you for pointing this out” or “I see you’ve given this a great deal of thought. I share your concern. My thinking is ….”

Regardless of the type of question, here are some tips that can help:

  • Don’t rush your answer.
  • Keep the focus on what you can do, not what you can’t.
  • Encourage a dialogue with the person if you need more information or clarification.
  • Use encouraging language, a positive calm tone of voice and a welcoming facial expression.

Tough questions are part of life, but handling them well will increase your reputation

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