Coaching, Mentoring and Managing: A Coach Guidebook

As mentioned, the order of your W’s will vary

with your situation, but the simplicity of this

formula and its “catchall” power will prove to be

one of your key communication allies.

Verify Understanding: How to Hear What They Think

They Heard.

• Ask questions.
  An open, nonthreatening work environment encourages
  associates to ask any question anytime. The old adage,
  “The only dumb questions are the ones never asked,” is
  still true and important to the ongoing growth and
  development of employees. Even when you are sure this
  freedom exists, however, the way you ask verifying
  questions can reveal questions your team members didn’t
  know they had. Remember, what you think they heard
  may be nowhere near what was absorbed. They may not
  even be listening!
  “What is there that might still be a little unclear about
  what I’ve said?”
  This question, or one like it, encourages your associates to
  search their understanding and verbalize any doubts that
  may exist ... especially when the coach asks it in an
  agreeable ... even expectant ... tone of voice. Simply
  barking the words, “Any questions?” (particularly in a
  group environment) is deadly. You might as well add, “Or
  are you too dumb to understand the first time?”
  Some managers have used the following statements to
  elicit employee responses.
  “This is pretty complicated stuff, so don’t hesitate to
  tell me when I can make something clearer.”
  “I expect lots of questions about this, so just stop me if
  you have one.”
  “Let’s stop now and deal with questions you have
  about all this. I had lots of questions myself when I
  first heard it.”
  Do you sense the advance acceptance in these statements?

Coaching, Mentoring and Managing

3

The only dumb

questions are the

ones never asked.