The Usefulness Of Asking Layered Questions In Your Call Center Coaching

Transcript

Hi there, this is Blair from BravaTrak.

I've been thinking about an easy way to coach people when you want to guide their behaviour. I believe the answer is to take an approach in which you ask three distinct levels of questions, each level being built on the previous one.

Together, they'll guide you in creating dynamic follow-up questions. Moreover, asking layered questions is a straightforward process, which allows you to be flexible in your coaching approach when you're guiding behaviour.

Layered Questions

The three levels are;

Level one: ask questions about the facts, situations, behaviours, and thoughts.

Level two: ask questions to get people to elaborate further, by providing more in-depth explanation and assessment.

Level three: ask questions to get people to think about the consequences of their actions.

Before I get into explaining each level in more detail, it's worthwhile considering that what works for one situation ought to be found to work in others, demanding the same skillset.

They’re Ideal Coaching Questions And Sales Questions

For example, the ability to ask powerful questions is a foundational skill for coaching, and it's also a foundational skill for selling. It turns out that the best salespeople also use the same three levels of questions.

If you want to excel at any activity that requires you to be good at questioning, you'll want to master them. Firstly, ask about the facts or the situation, then ask questions to get people to elaborate further, with more in depth explanation and assessment. And then, ask questions to get people to think through the consequences.

In the next three posts, I'll take you through each of those levels

For the moment, that's my take. What do you think?