Asking Questions and Listening
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I m p l e m e n t I n g a p r o j e c t > c l I e n t I n t e r a c t I o n > 2
#resource module: #clientquestions&listening
Learning outcomes
By the end of this module, you should demonstrate the ability to:
• Describe the differences between open and closed questions
• Demonstrate the use of different types of questions
Recommended reading
Before this module:
• Implementing a project > client Interaction > 1. client meetings
1. Asking Questions and Listening Understanding what your client wants, needs, and does not want in the design is abso-
lutely critical to the design process. In engineering design, engineers interact with
clients to: 1) understand what they want designed; 2) update them on the progress;
3) conclude the project. Th e way in which you
interact will set the tone for your relationship
with your client and ultimately will have a pro-
found infl uence on the outcome of the project.
Questioning and listening are the two com-
plementary sides of communication. Listening
should be active. It takes work and you cannot
speak and listen at the same time. Active lis-
tening strategies include taking notes as some-
one is speaking, and asking questions that will
clarify what you have heard and confi rm your
understanding.
Be aware of what your client is telling you
through body language. Did the question make
them uncomfortable, and why might that be?
2Asking Questions and Listening
c59_online.indd 1 12/8/2014 3:34:17 PM
1
I m p l e m e n t I n g a p r o j e c t > c l I e n t I n t e r a c t I o n > 2
#resource module: #clientquestions&listening
Learning outcomes
By the end of this module, you should demonstrate the ability to:
• Describe the differences between open and closed questions
• Demonstrate the use of different types of questions
Recommended reading
Before this module:
• Implementing a project > client Interaction > 1. client meetings
1. Asking Questions and Listening Understanding what your client wants, needs, and does not want in the design is abso-
lutely critical to the design process. In engineering design, engineers interact with
clients to: 1) understand what they want designed; 2) update them on the progress;
3) conclude the project. Th e way in which you
interact will set the tone for your relationship
with your client and ultimately will have a pro-
found infl uence on the outcome of the project.
Questioning and listening are the two com-
plementary sides of communication. Listening
should be active. It takes work and you cannot
speak and listen at the same time. Active lis-
tening strategies include taking notes as some-
one is speaking, and asking questions that will
clarify what you have heard and confi rm your
understanding.
Be aware of what your client is telling you
through body language. Did the question make
them uncomfortable, and why might that be?
2Asking Questions and Listening
c59_online.indd 1 12/8/2014 3:34:17 PM
ImplementIng a project
2
I m p l e m e n t I n g a p r o j e c t > c l I e n t I n t e r a c t I o n > 2
Are they getting tired, or bored, and is the quality of the answers being affected by
that? (Maybe it’s time for a break!) Are they getting frustrated? Perhaps, to their mind,
your questions are off topic. Listening takes energy and focus.
2. QuestionsAsking questions is an important part of working with your client to understand what
they want. While it may seem simple, there is a strategy to asking questions to make
sure you achieve the goal. Failing to ask certain questions, or not asking effective ques-
tions, may stall your project or may result in a poor project outcome and an unhappy
client.
There are two types of questions, open and closed.
2.1. open Questions
Open questions or probes are designed for you to get a detailed and expansive
answer from a client or anyone you are communicating with. Generally if you ask a
question that starts with “what” or “why,” you are giving the opportunity to the per-
son or group, in this case your client, to give a complex and full answer. You are not
trying to get a short or yes/no answer from them. For example, “What do you need
the design to accomplish?” would be an open question to your client. You use open
questions when you are trying to understand what someone wants in the design,
as part of the needs analysis or in any places where detailed descriptions, multiple
ideas, or more than one choice may be acceptable. You will use a lot of open ques-
tions or probes in the first part of the design process as you try and determine what
is to be designed.
2.2. closed Questions
You use closed questions or probes when you want specific short answers. If you
have asked the open question “What do you need the design to accomplish?” you
will eventually need to ask a question like “Does this design accomplish what you
need?” The first is the open question, the second is closed. Closed questions or
probes are used to determine specific answers, to end conversations, and to con-
firm decisions.
You should practice working with open and closed questions. Try the following exercise
in changing the question type.
What do you wish your product to accomplish? To a closed question
What time is the meeting? To an open question
How many criteria do we need? To an open question
What are the types of products that compete with yours? To a closed question
Getting the answers you need can be a challenge. Sometimes, particularly when
you use why or how questions and you are trying to ask an open question, you get a
closed answer. If you were working with your client you may ask, “How important is
c59_online.indd 2 12/8/2014 3:34:17 PM
2
I m p l e m e n t I n g a p r o j e c t > c l I e n t I n t e r a c t I o n > 2
Are they getting tired, or bored, and is the quality of the answers being affected by
that? (Maybe it’s time for a break!) Are they getting frustrated? Perhaps, to their mind,
your questions are off topic. Listening takes energy and focus.
2. QuestionsAsking questions is an important part of working with your client to understand what
they want. While it may seem simple, there is a strategy to asking questions to make
sure you achieve the goal. Failing to ask certain questions, or not asking effective ques-
tions, may stall your project or may result in a poor project outcome and an unhappy
client.
There are two types of questions, open and closed.
2.1. open Questions
Open questions or probes are designed for you to get a detailed and expansive
answer from a client or anyone you are communicating with. Generally if you ask a
question that starts with “what” or “why,” you are giving the opportunity to the per-
son or group, in this case your client, to give a complex and full answer. You are not
trying to get a short or yes/no answer from them. For example, “What do you need
the design to accomplish?” would be an open question to your client. You use open
questions when you are trying to understand what someone wants in the design,
as part of the needs analysis or in any places where detailed descriptions, multiple
ideas, or more than one choice may be acceptable. You will use a lot of open ques-
tions or probes in the first part of the design process as you try and determine what
is to be designed.
2.2. closed Questions
You use closed questions or probes when you want specific short answers. If you
have asked the open question “What do you need the design to accomplish?” you
will eventually need to ask a question like “Does this design accomplish what you
need?” The first is the open question, the second is closed. Closed questions or
probes are used to determine specific answers, to end conversations, and to con-
firm decisions.
You should practice working with open and closed questions. Try the following exercise
in changing the question type.
What do you wish your product to accomplish? To a closed question
What time is the meeting? To an open question
How many criteria do we need? To an open question
What are the types of products that compete with yours? To a closed question
Getting the answers you need can be a challenge. Sometimes, particularly when
you use why or how questions and you are trying to ask an open question, you get a
closed answer. If you were working with your client you may ask, “How important is
c59_online.indd 2 12/8/2014 3:34:17 PM
Asking Questions and Listening
3
I m p l e m e n t I n g a p r o j e c t > c l I e n t I n t e r a c t I o n > 2
the product shape?” expecting to get an answer that may give you some sense if the
product shape can be changed if needed. This can be important in packing facilities,
for example. But the answer you get is, “I don’t know, product development tells us the
shape.” You received a closed answer and will now have to change your questioning so
that you can get the information. You may need to follow up with a closed question
like “Does shape impact how the product runs on your line?” and likely followed by
“Could you expand on that for me?” You will now be able to go to product develop-
ment and have a better idea what you need to emphasize with them. Being able to
move between the types of questions is a valuable skill no matter what position you
are in through your career.
Knowing what you need to find out before the meeting starts will help you direct
your questions appropriately. One good question to ask, particularly at the end of a
meeting where you are trying to establish the client’s needs and wants, is a variation
of “Is there anything I should know that I haven’t asked you about?” An open question
such as this will allow the client to think more broadly about the situation and to bring
your attention to certain areas that might not have occurred to you.
When communicating it is important to remember to be prepared, practiced, and
professional, regardless of the audience. Be aware of all the ways you communicate,
not just with the words. Make sure you give a clear message, and verify that the mes-
sage was received. Watch for clues that indicate that the client has not received the
message you intended, or that there is more to the subject than you thought.
Key terms
open questions closed question active listening
3. Questions and activities1. Try using active listening techniques in a conversation with a friend. Focus on
understanding their ideas and perspectives rather than expressing your own. Use
clarifying and confirming questions to make sure you understand clearly what they
are telling you.
2. Develop a set of questions that you might ask a client. Categorize the questions as
open or closed and then try rephrasing them into the other form.
c59_online.indd 3 12/8/2014 3:34:17 PM
3
I m p l e m e n t I n g a p r o j e c t > c l I e n t I n t e r a c t I o n > 2
the product shape?” expecting to get an answer that may give you some sense if the
product shape can be changed if needed. This can be important in packing facilities,
for example. But the answer you get is, “I don’t know, product development tells us the
shape.” You received a closed answer and will now have to change your questioning so
that you can get the information. You may need to follow up with a closed question
like “Does shape impact how the product runs on your line?” and likely followed by
“Could you expand on that for me?” You will now be able to go to product develop-
ment and have a better idea what you need to emphasize with them. Being able to
move between the types of questions is a valuable skill no matter what position you
are in through your career.
Knowing what you need to find out before the meeting starts will help you direct
your questions appropriately. One good question to ask, particularly at the end of a
meeting where you are trying to establish the client’s needs and wants, is a variation
of “Is there anything I should know that I haven’t asked you about?” An open question
such as this will allow the client to think more broadly about the situation and to bring
your attention to certain areas that might not have occurred to you.
When communicating it is important to remember to be prepared, practiced, and
professional, regardless of the audience. Be aware of all the ways you communicate,
not just with the words. Make sure you give a clear message, and verify that the mes-
sage was received. Watch for clues that indicate that the client has not received the
message you intended, or that there is more to the subject than you thought.
Key terms
open questions closed question active listening
3. Questions and activities1. Try using active listening techniques in a conversation with a friend. Focus on
understanding their ideas and perspectives rather than expressing your own. Use
clarifying and confirming questions to make sure you understand clearly what they
are telling you.
2. Develop a set of questions that you might ask a client. Categorize the questions as
open or closed and then try rephrasing them into the other form.
c59_online.indd 3 12/8/2014 3:34:17 PM
