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Vragen stellen en Actief luisteren

Zeer belangrijk bij het faciliteren, en een heel veel gebruikte proces tussenkomst is het Vragen stellen. Om duidelijkheid te creeren wat mensen zeggen en er zeker van te zijn dat iedereen op dezelfde golflengte zit. Mensen zeggen niet altijd wat ze de



Wat & Waarom?

Deze job-aid stelt twee technieken voor die je kan gebruiken:

  • Om discussies tussen teamleden te verduidelijken en om er zeker van te zijn dat de juiste beslissingen genomen worden.
  • Om discussies tussen teamleden te verduidelijken en om er zeker van te zijn dat de juiste beslissingen genomen worden.


Vragen stellen: om duidelijkheid te creëren wat mensen zeggen en er zeker van te zijn dat iedereen op dezelfde golflengte zit.

Actief luisteren: om te weten te komen wat iemand nu echt bedoelt en hem/haar uit te nodigen gevoelens te delen.

Hoe?

Actief luisteren




Mensen zeggen niet altijd wat ze denken.
Ze doen dat niet altijd om iets te verbergen, maar omdat ze niet altijd de dingen goed kunnen uitdrukken, of omdat gevoelens als angst, boosheid, enz. in de weg staan. Actief luisteren is een manier om jezelf empatisch op te stellen, om jezelf in de
plaats van iemand anders te stellen en proberen te weten te komen wat achter de uitgesproken woorden zit. Actief luisteren
wil zeggen:

  • Communicatie stimuleren via nonverbaal
    gedrag: knikken, oogcontact, open houding, 
  • Open vragen stellen (houdt de dynamiek op gang)
  • Herformuleren en testen: Klopt het dat je daar wat tegenop ziet?

Het effect van actief luisteren is dat mensen aangemoedigd worden om meer te vertellen en te delen. Je communiceert op een manier die hen het signaal geeft dat:

  • Hun gevoelens aanvaard worden
  • Alles gezegd kan worden (open klimaat)
  • Ze jou mogen vertrouwen, het veilig is (respecteer de confidentialiteit)
  • Je bereid bent hen te helpen het probleem op te lossen
  • Je hen niet wil manipuleren (blijf in het proces, blijf uit de inhoud)

Vragen stellen

Zeer belangrijk bij het faciliteren, en een heel veel gebruikte proces tussenkomst is het: Vragen Stellen. Je stelt die vragen niet uit nieuwsgierigheid, maar om duidelijkheid te creëren voor teams en individuen in de redenering of de informatie waarop ze hun beslissing en oplossing baseren.




Dus alle vragen die daarvoor zorgen, zijn goede vragen:

  • Ze kunnen niet beantwoord worden met ja of neen
  • Het gaat niet over het onthouden van cijfers en feiten
  • Er zijn geen correcte antwoorden
  • Ze werken niet mee aan het doen escaleren van een conflict

Heel vaak, beginnen dit soort vragen met wat, hoe, waarom, wanneer,

Waarom en Hoe kunnen ook gevaarlijk zijn omdat ze mensen in een hoekje duwen waarin ze zich moeten verantwoorden, gecontroleerd worden, aangewezen worden voor dingen die fout zijn gegaan. Je kan deze vragen ook herformuleren: wat zijn volgens jou oorzaken voor, of wat zijn de stappen of op dat moment, wat deed je dat doen?

Onthoud dat vragen stellen niet alleen zinvol kan zijn om dingen te begrijpen die verkeerd zijn gegaan. Je kan ook een vraag stellen om bewustzijn te creëren op basis van succesverhalen om zo richtlijnen te maken voor nieuwe uitdagingen.

Bepaalde types van vragen sluiten de dynamiek en verhinderen mensen verder na te denken. De meest voorkomende te vermijden vragen zijn:

  • Gesloten vragen:Begrijp je? Ben je zeker?
  • Leidende vragen:vragen die een bepaald antwoord bevatten die je als facilitator wil horen, omdat ze het je makkelijker maken. Ze zorgen er vaak voor dat mensen denken dat ze iets verkeerd hebben gezegd. Soms gebruiken mensen deze vragen ook om mekaar onder druk te zetten (sociale druk). Voorbeeld: ik hoop dat je niet bedoelt dat alles wat we als team al hebben gezegd deze voormiddag onzin is? (het enige mogelijk antwoord is: "nee, natuurlijk niet" als hij niet wil gelyncht worden door zijn collega's).

Zorg ervoor dat de vragen die je stelt scherp zijn en dat de context en de reden waarom je ze stelt ook duidelijk zijn. Heel vaak helpt het te vertellen waarom je een vraag stelt (geef de redenering waarom je die vraag stelt mee).
 


Voorbeeld: ik begrijp dat jullie nu graag tot een beslissing willen komen, maar als je discussie tussen Marc en Johan hoort, denk je dan alles op de tafel ligt, om een goede beslissing te nemen ? Geef het team of de teamleden tijd om te reflecteren. Stilte na een vraag is heel zinvol. Vul de ruimte niet in door de vraag te herhalen of te herformuleren. Als je de vraag aan een
iemand stelt, vraag dan aan de andere teamleden om niet te reageren of te antwoorden in zijn plaats.


Bron

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