Good listeners are able to gain even better information by asking good questions. They know that sometimes the person talking may need some guidance in formulating exactly what their needs are, they also know there is power once someone verbalizes a though out loud to someone else.
Questions can address either perceived or real issues; the perceived based on emotion and the real based on fact or logic. The point is for the listener to clearly understand what issues must be addressed in order for the talker to proceed with confidence. Impact statements will be used to address concerns or issues once identified in order to prove that the listener can provide an adequate solution.
Illustration…
In today’s Real Estate Market, sellers are often frustrated because their homes do not sell as quickly as in the past. At some point feeling out of control, sellers resort to changing their agent because they do not see other solutions. When I receive a call from a frustrated seller in want to know;
- Who is their current agent?
- I know many of the agents in the market and have some idea of their proficiency level
- What has been the feed back from showings?
- The answer to this question will make the seller say out loud why other agents think the property is not selling
- What are your expectations for me?
- The answer to this question causes the seller to tell me what is causing his frustration. It also allows me to determine one of two positions available:
o The seller’s expectations are not realistic and we must evaluate and determine if he is willing to implement a realistic plan based on market conditions and feedback
o The seller’s concerns are realistic and can be addressed and a different plan implemented.
I can also determine based on this evaluation if I can:
- Meet the expectations of the Seller
- Exceed the expectations of the Seller
- In some instances not achieve unrealistic expectations. If this is unfortunately the evaluation, I will not proceed after clearly explaining why I think the expectation s cannot be met.
Sometimes explaining the problem will cause the Seller to re-evaluate and except a reasonable plan of action.
Without a clear agreement about defining and how expectations will be met, I will not proceed.
Impact statements are appropriate after the preceding exercise because they will offer added value solutions to a clearly defined and mutually agreed upon issue.
Next blog will address impact statement once a plan meeting expectations is agreed upon.
If you need a training module regarding structuring good questions, e-mail me and I will send it to you.