The use of focused questions to speed up the learning and problem-solving process

Rick Sheridan
Instructor, Chico State University and Butte College

Asking the right set of questions helps to provide a new understanding of a subject or problem, helps anyone focus on the solution instead of the problem, moves the person to action, and provides other possible options. Questions focus thought like a lens condenses sunlight. If the right questions are asked, they help to bridge conflicting views, strengthen relationships, deflect anger and hostility, and provide other benefits.

Asking the right questions is an art that separates mediocrity from greatness. The right question at the right time turns confusion into clarity, conflict into consensus, and frustration into satisfaction.

Whenever a discussion with someone gets un-focused, ask a question to get back on track. What are we really trying to accomplish? Is this what we're here to discuss? What are we hoping to get out of this meeting? What can I do to help you? Questions like these help get the discussion back on track, or bring it to a natural close.

Whenever you're at a loss for words, ask a question. How would you like me to respond to that? Would you please repeat that? How do you think I should feel after hearing that? Such questions buy time to think of an appropriate response.

Whenever you're under attack, ask a question. Why do you believe my idea won't work? What have I said to make you feel that way? What evidence would convince you that's not true? Each of these questions can turn an awkward moment into an advantageous one.

Whenever a relationship is in trouble, ask a question. What can we do to solve this problem? How do you think we can work together better in the future? What do you suggest we do to make the situation better for both of us? Where do we go from here? These questions build bridges.

When a student or customer complains, ask a question. Please tell me: Exactly what happened? Where did we go wrong? Did you go over all of the options? What can we do to make this situation acceptable to you?

Be sure to ask both possibility and necessity questions. Possibility questions, such as "what if everyone in the world had access to the Internet?" helps to provide a big picture. Necessity questions, such as "what must I do to complete this project by the end of the month?" opens up new avenues for brainstorming and problem-solving.

Monitor your nonverbal cues when asking questions. When you speak, your tone of voice, facial expression, and posture can communicate condescension, regardless of how neutral the words might be. Ask questions in a genuinely inquisitive tone of voice, with an anticipatory look on your face, and in a non-threatening posture.

Here are some sample questions to ask yourself during the problem-solving process:

What exactly is the problem here?

• Why did this problem come to be?
• How was it discovered?
• Who has already tried to solve the problem?
• Who might be able to help us solve this problem?
• Where can relevant information by located?
• What is the threat of this problem?
• How complex is this problem?
• What are the categories and boundaries?
• What can be changed? What must be accepted?
• What do I want to happen now?
• What specific information do I need to recover from this?
• How can I solve this pleasurably?
• How can I take action immediately to turn this around?
• How would my academic role models resolve this?
• What similar problems have I encountered before, and resolved? What did I learn then?  How can those learning's apply here?
• What's the most useful way to think about this?
• Am I willing to learn something valuable from this?
• What is it that is really upsetting me about this situation?
• Could any of this be a misperception on my part?
• Do I have all the information possible for me to know absolutely what this means? (probably not).
• What else could this mean? What other factors could be involved?
• What opportunity is this problem hiding? What's actually great about this?
• What are the built-in benefits of this problem that I may have overlooked?
• Which solutions would I suggest to another person if I was an impartial observer?
• How can I resolve it by going to a higher logical level?
• What would I do if I were thinking reactively or proactively?
• If this problem were a series of chain links, what would they be? Which would be the weakest link
• How would I think about and solve this problem if I were 20 years older? Or 20 years younger?
• What would I think and do differently if this were an opportunity instead of a problem? 

Also, be sure to ask myself pertinent questions about the visuals (scenery, clothes, colours, special effects...), the sounds (music, lyrics, voices, sound effects...) and how I feel about the problem (fear? sadness? apprehension?)

These ideas are condensed from several books: All New Universal Traveler by Don Koberg and Jim Bagnall; Creative Problem Solving by Edward and Monika Lumsdaine; Unlimited Power by Anthony Robbins; and Smart Moves for People in Charge by Sam Deep and Lyle Sussman.

About the author:

Rick Sheridan teaches at California State University and has been published in several newspapers and magazines, including United Press International. For more information about accelerated learning, visit Rick's Web site at: ComputersE-Z.com

Academic Exchange Extra invites reader responses to any writings in this issue--especially articles advancing the scholarly debate of issues raised.

Page Viewed:   / Created: June 2001 / Updated: Wednesday, 20 June 2001