During this stage, individuals or members of each side put forward the case as they see it, i.e. their understanding of the situation. 

Key skills during this stage include questioning, listening and clarifying.

Why to ask Questions?

·        To Obtain Information:

The primary function of a question is to gain information.

·        To help maintain control of a conversation

While you are asking questions you are in control of the conversation, assertive people are more likely to take control of conversations attempting to gain the information they need through questioning.

·        Express an interest in the other person

Questioning allows us to find out more about the respondent.

·        To clarify a point

Questions are commonly used in communication to clarify something that the speaker has said. Questions used as clarification are essential in reducing misunderstanding and therefore more effective communication.

·        To explore the personality and or difficulties the other person may have

Questions are used to explore the feelings, beliefs, opinions, ideas and attitudes of the person being questioned. They can also be used to better understand problems that another person maybe experiencing.

·        To test knowledge

Questions are used in all sorts of quiz, test and exam situations to ascertain the knowledge of the respondent. 

·        To encourage further thought

Questions may be used to encourage people think about something more deeply. Questions can be worded in such a way as to get the person to think about a topic in a new way. 

·        In group situations

Questioning in group situations can be very useful for a number of reasons, to include all members of the group, to encourage more discussion of a point, to keep attention by asking questions without advance warning. 

Being an effective communicator has a lot to do with how questions are asked. Once the purpose of the question has been established you should ask yourself a number of questions:

What type of question should be asked:

·        Is the question appropriate to the person/group?

·        Is this the right time to ask the question?

·        How do I expect the respondent will reply?

Listening is Not the Same as Hearing

Hearing refers to the sounds that enter your ears. It is a physical process that, provided you do not have any hearing problems, happens automatically.

Listening, however, requires more than that: it requires focus and concentrated effort, both mental and sometimes physical as well. 

Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body. In other words, it means being aware of both verbal and non-verbal messages. Your ability to listen effectively depends on the degree to which you perceive and understand these messages.

Listening is not a passive process. In fact, the listener can, and should, be at least as engaged in the process as the speaker.

Clarification

Clarification is the skill we use to ensure that we have understood the message of the speaker in an interpersonal exchange. When using clarification follow these guidelines to help aid communication and understanding.

·        Admit if you are unsure about what the speaker means.

·        Ask for repetition.

·        State what the speaker has said as you understand it, and check whether this is what they really said.

·        Ask for specific examples.

·        Use open, non-directive questions - if appropriate.

·        Ask if you have got it right and be prepared to be corrected.