Exceptional leaders are active listeners-they encourage others to share their ideas and opinions by asking open-ended questions.

Open-ended questions, such as those beginning with "What," "How," and "Why" elicit responses from employees that clarify their points of view-thoughts and feelings that may not be apparent to you.

Practice asking short and simple open-ended questions such as:

• "Tell me more about how you see this situation?"
• "In what way will this affect you?"
• "How do you feel about this?"
• "What are your thoughts on this issue?"

One of the best, and most difficult, times to use open questions is when you disagree with what someone has said. Instead of saying "I don't agree with you,/i>," try asking "What makes you think that?" or, "What led you to that conclusion?"

You may learn something, but more importantly, you won't have shut down the conversation and you have a better opportunity to reach a mutual understanding.

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© 2007 Keith Ayers. All rights reserved.