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01 Function of question

02 Type of question

03 Major issues around questions

04 Using open & closed questions

05 Common error of helping: Asking too many questions

06 GROW Model

TABLE OF CONTENTS 3
 a t ? W h er
W h e?

Did you? When

?
H ow ?
? h o
W
Was it? W hy?
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Function of
questions
Making an effective assessment of a client’s concern or
issue.

Guiding the manner in which a client talks about an issue

‘What’ - leads to talk about facts,

‘How’ - questions to feelings or process,

‘Why’ - questions to reasons.

Why do we use questions?

Expand on topics
Start the dialogue
Obtain specifics
Check perceptions
Obtain information
Type of questions

Open Questions
Closed questions
 Open Questions
Cannot be a single answer, needs
elaboration
 Client talk more freely and openly. Which is the best type of open
 Examples: question?

 What
 How
 Why
 Could
https://youtu.be/V-rIkN5bDw0

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Open Questions
● Best type of open questions: ‘What’ and ‘How’

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● Comments on using ‘Why’

○ Judgmental tone
Open
○

○
It is usual the reason why clients comes to the helper

Suggestion: Replace with ‘what’

Question

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Alternatives of Why Questions
Instead of: You could say:
Why did you do that? Could we explore the
background of what
happened just before
you did that?
Why do you talk so fast? People say you talk too
fast. Let’s explore the
background of what’s
going on around those
situations. Is that okay?

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Alternatives of Why Questions

Instead of: You could say:

Why were you rude to We say things that
my friend? surprise ourselves and
others. What was going
on that pushed your
buttons?
Why do you get so How does your body
anxious? feel when you get
anxious?

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Activity 1:
 Respond to the client with an open-ended question.

Client:
My parents are giving me a bad time about my friends. They say that
they are into drugs and they really aren’t. We do have fun, but nothing
serious.

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Activity 2:
 Respond to the client with an open-ended question.

Client:
I just had a terrible argument with my roommate. She’s such a mess and
leaves stuff all over the place. But, this last time, she went too far..

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 Closed questions
Elicit shorter responses, provide specific information.
Can be answered with yes or no, date or number

https://youtu.be/GXIH97CzXOA

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 Examples: When
How many
Is it
Was it
Can you
Will you

Often begins with are, is, or do

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Activity 1:

 Respond to the client with a close ended question.

Client:
My parents are giving me a bad time about my friends. They say that they
are into drugs and they really aren’t. We do have fun, but nothing serious.

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Activity 2:
 Respond to the client with a close ended question.

Client:
I just had a terrible argument with my roommate. She’s such a
mess and leaves stuff all over the place. But, this last time, she
went too far..

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Differences between open
questions and close
questions ?

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 Open-ended questions Close-ended questions
• Multiple answer
• One right answer
• Deep thinking • Fact-based
• Suitable for discussion • true or false or yes
no
• Not asking opinion
or more information
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How to know which is
open question ?

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Ask yourself a question. And
see if it has multiple answer?

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Closed vs. Open Questions
Instead of: You could say:
Do you have something What would you like to
to talk about? talk about?

Has something What has happened

happened today which today to prompt you
has made you coming in to see me?
coming in to see me?

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Closed vs. Open Questions
Instead of: You could say:
How do you want to
Do you want to talk begin talking about
about the problem? the problem?

Is there something What is there about

about that you’d that you’d like to
like to change?
change?

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Closed vs. Open Questions
Instead of: You could say:
Who is there that
Is there anyone who important to you?
is important to you?

May I help you? How can I help

you?

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Major issues
around questions
1. Questions help begin the interview
2. Questions help elaborate and enrich client’s story
3. Open questions help bring out concrete specifics of the client’s world
4. Questions are critical in assessment
5. The first word of certain open questions partially determines what the client will say next
6. Questions have potential problems
7. In cross-cultural situations, questions can promote distrust
8. Questions can be used to help clients search for positive assets, strengths and patterns of wellness

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1. Questions help begin the interview.

- ‘What would you like to talk about today?’

- ‘Could you tell me what you’d like to see
me about?’
- ‘How have things been since we last
talked together?’

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2. Open questions help elaborate and enrich the client’s story.

- Help the sessions start and keep it moving

- ‘Could you tell me more about that?’
- ‘How did you feel when that happened?’
- ‘What else comes to your mind?’

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3. Questions help bring out concrete specifics of the client’s world.
Client: John makes me so mad!
Counselor:
Could you give me a specific example?
What did John do specifically that brings out your anger?
What do you mean by ‘makes me mad’?
Could you speficy what you do before and after John makes you mad?

Major issues around questions 30

 4. Questions are critical in assessment

- Questions are effective for diagnosis and assessment.

- General problem diagnosis follow the who, what, when, where, how,
why.
- Suggestion: Add on the ‘what else’
- Provides the counsellor elaborate or be more specific about an issue at
any time.

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5. The first word of certain open questions partially determines what
the
client will say next.
● What questions
○ Most often lead to facts.
○ ‘What happened?’
● How questions
○ Often lead to a discussion about processes or sequences or to feelings.
○ ‘How do you feel about that?’
● -Why questions
○ Most often lead to a discussion of reasons.
○ ‘Why did you allow that to happen?’
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6. Questions have potential problems

Bombardment /grilling – client may be defensive.

Multiple questions – counsellors may confuse their clients by throwing out
several questions at once.
Why questions – often put client on the defensive and cause discomfort.
‘Why did you do that’?

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7. In cross-cultural situations, questions can promote distrust

Questions – power to control the conversation

Man and woman
Middle class and lower class

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8. To help clients search for positive assets, strengths and patterns of wellness
● Stories presented in the helping session are often negative and full of problems
and difficulties. People grow from strength, not from weakness.
● Positive Regard and respect for the client essential for future growth.
● As you listen, constantly search for strengths and positives, then share your
observations.
● If listen to sad and negative parts of the client’s story, progress and change will be
slow.
● Begin your search for positive assets and strengths.

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E.g. Personal strength inventory

Clients tend to talk about their problems and what they can’t do.

This puts them “off-balance”.

Identify some positive experience and strengths of client.

Could you tell me a story about a success you have had

sometimes in the past?
Example: What are some things you have been proud of in the past?
What do you do well or others say you do well?

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Example of inventory

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 Colour test
Multiple intelligence test MBTI test

VALUES 38
Using open & closed
questions with less verbal
clients
● Open questions are much preferred to closed questions.

● Open questions require a verbal client, one who is willing to share information,
thoughts and feelings with you.

Using questions with less

verbal clients

What if my client is the

quiet type? What do I
do?

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Suggestions:
How to encourage clients to talk

1. Build trust at the client’s pace

- If client culturally different from counsellor,
client less willing to talk.
- Natural openness and social skills of a counsellor
is important.
- Trust building and rapport need to come first.
Suggestions:
How to encourage clients to talk

2. Accept some randomness

- Less verbal client is not likely to give a clear
story of the problem.
- If client lacks trust or highly emotionally
involved in the concern, it may take some
time for counsellor to get an accurate
understanding.
- Keep your language as simple,
straightforward and concrete as possible.
- With some clients you will find that
disclosing your own stories is helpful – but do
it with caution.
Suggestions:
How to encourage clients to talk

3. Search for concrete specifics

- If counsellor or client moves too high on the
abstraction ladder, things won’t make sense to anyone
especially with less verbal or emotionally clients.
- Open questions ‘could you give me a concrete,
specific example?’.
Suggestions:
How to encourage clients to talk

4. Questions & other listening skills

● Repeat the client’s main words by paraphrasing or
reflecting feelings

● Example:

○ Client: I was really upset by my parents. They entered my

room when I was gone and searched the whole place. They
suspect me of taking drugs
Case example
● Example:

○ Client: I was really upset by my parents. They entered my room when I was gone and searched the
whole place. They suspect me of taking drugs

● Open Q:

○ Could you tell what led your parent to the search?

○ What feelings does it bring out in you?

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Case example
● Example:

○ Client: I was really upset by my parents. They entered my room when I was gone and searched the
whole place. They suspect me of taking drugs

● Paraphrase:

○ Your parents entered your room and suspect you of taking drugs?

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Case example
● Example:

○ Client: I was really upset by my parents. They entered my room when I was gone and searched the
whole place. They suspect me of taking drugs

● Reflection of feeling

○ You sound really angry

Common error in helping :
Asking too many questions
List three consequences of asking too many questions

Group Discussion
10 minutes

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How counselor sees it How client felt
Important to get info to know / help client Bombarded
better Not heard
More frustrated for not being able to
answer
Move too fast, no time to explore
Expected to figure it out 50
Alternatives to asking too many questions
● Obtain information or have client elaborate on something without directly asking a
question
○ Tell me more about that…

○ Say more about…

○ I’m wondering how…

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Grow model
Powerful coaching questions

GROW
By Margaret Moore

ABOUT ME 52
 Is similar to the
GROW Goal Reality Options Way
Relationship – story and forward
and will
strength – goals –
restory – action model Microskills Relation- Goal Story & Restory Action
ship Strength

GROW model
 1. What is the ideal person you want to be? Your

G=goal
best self?
2. What is the gap between the now and your
vision
3. Why does this vision really matter to you?

G = Goals
R= reality
4. What strengths can you use to help you get
there?
5. What is the key challenge?

R = Reality
O=option
6. What workable strategies can you apply?
7. How confident are you that you can reach this
vision?

O= Option
W = Way
forward and 8.
9.
Are you ready and committed?
Will you do it tomorrow?

Will
Thank you for listening