Internet Master
Session 8 - Successful Adult Education

Answering Questions

1. About questions:

• There are no dumb questions
• Many questions do not have answers
• Questions are not 'context free'
• The first question asked may not reflect the real concern
• While we sometimes can't answer the first question, we can often help the person address the real issue
• Empower people to come up with alternatives and help them make their own decisions

2. About people:

• Many people want you to confirm what they already believe or know
• People often make decisions based on emotions and then justify the decision with facts or perceptions
• Let people know they need to make the final decision. They must take responsibility for making the final choice.

3. About University Outreach and Extension's role in helping people make informed decisions:

• It's okay not to know an answer or alternative
• University Outreach and Extension doesn't have to be all things to all people
• Our role is in education and facilitation, not regulation
• Our best role is to help facilitate informed choice
• We need to encourage critical thinking skills
• Fielding questions successfully requires active listening and active questioning
• With proper questioning, many questions answer themselves
• University Outreach and Extension must provide practical, unbiased, research-based information

Prepared by:
Denny Schrock
State Master Gardener Coordinator
Adapted for Internet Master Program by Maryann Redelfs and Don Day
Information/Technology Specialists
Internet Master Orientation

Asking and Answering Questions Effectively

Beyond technical information delivery

Giving the right answer to client calls may not be enough. Our educational objective is to empower the caller to feel responsible for what they have learned and put their new knowledge into action. When they do, we all win through better use of the Internet and community networks.

How do we empower people through our communications? A lot of it is in developing effective questioning techniques?. The rest is in your "sales" technique in answering questions.

Roles

Roles and their psychology are very important in communications. Your goal is to reduce the psychological distance between yourself and the customer in order to persuade. There are several stances from which you may speak.

1. Expert - From this stance you share information and correct misinformation. It requires the ability to synthesize enormous amounts of information and present it in concise form. You are expected to have all the answers. If carried off successfully, this stance creates respect and even awe. If done poorly, the stance creates distance and leads to a "know-it-all" perception. Experts are vulnerable to attack!

2. Novice - This stance is based on enthusiasm. You share recent discoveries while admitting your lack of a comprehensive background. The freshness of approach and vitality can awaken interest in the customer. It is a stance people often use when they are uncertain. It may turn off some customers who perceive a lack of credibility.

3. Facilitator - In this stance, you assume the role of colleague or fellow net surfer. You respect the other person's knowledge learned through their net surfing experience, and pool their knowledge with yours to work toward explanation. In the customer, this stance helps foster a feeling of responsibility for what was learned and creates more of an investment in putting the learning into action. You need not know it all. You can feel competent in knowing how to navigate through the question, seeking and perhaps solving the client's concern. If you give it a good try and don't find a solution, that's ok. The Internet is very complex. We aren't able to explain everything about it.

The facilitator can be a very comfortable and even fun stance from which to work. Naturally inquisitive facilitators may learn as much as the customer. It is well adapted to the University Outreach and Extension philosophy of "helping people help themselves."

Customer service techniques

Internet Masters adopting the facilitator role will find it well adapted to applying helpful customer service techniques. Phrasing questions from a positive perspective, and being clear about your role and commitment to the situation will instill customer satisfaction.

1. "Will you...?" - Ask for the client's assistance rather than demanding it, to reduce their frustration level. For example: "Will you look at your computer screen and tell me what it says?" rather than, "I can't help you unless I know what the screen says. You will have to find that out and tell me."

2. "You can..." - Use this phrase to courteously say no. An example is: "You can have an answer within the hour. I will phone you back after I consult our references." as opposed to "I don't know the answer. You'll have to wait until I have a chance to look it up."

3. "I will..." - builds confidence. It tells the customer specifically what you will do. They are not left in the dark. "I'll try..." is too vague. "I will" statements also help you by mentally conditioning yourself to take the needed action. It makes the chance of follow through much greater for all concerned.

Asking effective questions

Coming up with a solution to client's problems is often a matter of simply asking the right question(s) to determine what the real problem is. Depending on the situation, one or more of the following techniques may prove useful.

1. Ask questions that require long answers - Do this by asking about processes instead of facts and by making it difficult to answer with yes or no. Examples: "Describe how your modem sounded just before your computer crashed." "Describe how you set up your communications software."

2. Ask for more information - Do this by using what, how, when, where, and more rarely why leading questions. Examples: "What communications software are you using?", "What type of file were you trying to download?", "Where on the Internet have you looked for this?"

3. Avoid negative presuppositions - Ask what happened rather than why they did what they did. Example: "How did you download the file?" rather than "Why are you using Terminal to download the file from your Internet Provider?"

4. Restate what you have heard - This form of active listening is used for clarification. Listen for what they are really saying. Make certain you understand the problem/question. Example: "So are you saying you attached the modem to your computer and you never got any response from it?" The customer may correct your misunderstanding. Don't be embarrassed or put off if this happens. The goal is clear communication, not to start a conflict.

5. Use wait time - It's common to want to keep a conversation going by keeping the air filled with talk. Ask the customer a question, then pause for an answer. It may take a few seconds before they respond, while they collect their thoughts or consider how to get the words out. Many people don't know computer technical terms. It may take them some time to come up with the names of things or how to describe what is happening.

6. Follow the questioner's lead - A direct question deserves a direct response. Explanations and additional considerations can follow.

A. Yes/no Q. Should I change my password?
A. Yes, periodically you should change your password to protect your account from someone getting into it.

B. True/false Q. Is it true I can get on the Internet through COIN (substitute and Internet provider or Community Information Network)?
A. Yes it is true you can get on the Internet through COIN. The way you do this is......

C. Multiple choice - Q. Should I use Pegasus or Eudora for e-mail?
A. It depends on what your preferences are. You could go on with an explanation of each of them and the advantages, disadvantages, etc.

D. Short answer - Q. How do I get into COIN?
A. You set up your communications software with the following settings...., you dial into COIN, you then log in as guest....

E. Essay - Q. Where can I find addresses to search on the WWW?
A. Requires an explanation of some of the search engines, where you can find them on COIN, what the URL for them is, etc. etc.

Answering Calls as an Internet Master

As an Internet Master, you will have an opportunity to answer consumer calls. This is a very important role. You will be providing a great service to residents of your community as well as to University of Missouri staff.

The following hints may help you prepare to answer calls.

1. You are a University Outreach and Extension representative. Conduct yourself on the telephone in a business-like manner. Be friendly, but to the point. Be sure to identify yourself as a University Outreach and Extension Internet Master.

2. Smile when you talk, you'll sound friendlier and more pleasant. You can hear a smile over the phone.

3. Don't guess at answers. Use your reference notebook, information on the Internet, and other resource books. Quote only from reliable, approved sources.

4. Your own personal experiences are great if they fit with approved techniques and cause no safety problems. Avoid saying, "I do it this way even though they books don't recommend it." Remember you are representing University Outreach and Extension when you are on the phone or working as an Internet Master.

5. Be firm in your stand for approved methods. Many people call to get confirmation that what they have done is ok. If what they have done is not an approved practice, suggest how they might avoid the problem in the future or remedy the current situation by using recommended methods.

6. Admit when you don't know the answer. Tell the customer what you will do to find the answer for them. Ask for the client's name and telephone number and best time to call back. Specify a time frame to obtain the information, then follow up on your commitment. Return the call the same day if at all possible.

7. Ask others when you need assistance. Other Internet Masters or University Outreach and Extension staff may know the answer from their experience.

8. Study your notebook and become familiar with what it. Organize it so you can find information quickly when you are on the phone. While asking background questions, flip to the pertinent information to confirm the answer.

9. Keep accurate records. Fill out an appropriate phone report each time you are on duty. Check with the Internet Master coordinator to see what is needed. If you get the client's name and phone number, you can always call back later if you find additional information. The person's name, phone number, and address may also be needed for impact data collection.

10. Treat each question seriously. Sometimes the question may seem like a joke, but to the caller, it may be very serious.

11. If a caller is rude, keep in mind he/she may be having a bad day for any number of reasons. Don't take it personally. Remain calm. Be as positive and helpful as you can.

12. Avoid saying, "You can't do that..." or "You have to..." The customer doesn't have to do anything. Your job is to give out recommended procedures and probable results or outcomes.

13. Be relaxed. Enjoy the rewarding experience of helping others learn to help themselves with you as their teacher.

Staffing an Exhibit

If you have an opportunity to staff an exhibit, pay attention to some of the following suggestions to make your time spent more effective. You can determine the success of the exhibit. According to Leonard and Natalie Zunin in Contact the First Four Minutes, the average encounter with people will last four minutes. What exchanges take place during that time will often determine future relations, etc. Your contact with people when you staff an exhibit will likely last much less than four minutes. Therefore, you must begin the encounter in a positive way to make an impact on the guest in your exhibit.

The key is to get visitors to stop at the exhibit and begin a conversation. Consider these suggestions from a sales management veteran as reprinted by the Trade Show Bureau.*

Some exhibit visitors deliberately come to you. They've identified their problem. They hope you have the answer. They are easy to talk to.

Other times a visitor wanders down the aisle, slowing up when something catches their eye. If this visitor is not welcomed immediately, they will wander off.

Watch for the flicker of interest, the tentative pause. Respond with a friendly, "good morning," a welcoming eye-to-eye contact, an outstretched hand. Never ask: "May I help you?" Start right in with a comment about something in your exhibit.

Staffing a booth is hard work. You cannot be bright and cheerful and pleasantly aggressive for eight yours--or even five hours--at a time. You must unwind and rest your feet. Standing is much more tiring than walking or running.

When you are on duty, be alert. This is not time to make phone calls or chat with colleagues. Most visitors won't interrupt a personal conversation.

Don't stand around looking bored. Keep an eye on people entering or approaching. Draw them into conversation. Unless you're talking to a visitor who prefers to sit, stand. Don't sit between visitors.

When you are not on duty, don't hang around your own exhibit. Visit other displays. Or get off your feet. Many shows have exhibitor lounge area or convenient coffee shops or bars. You need the change. Besides, an off-duty presence makes the booth seem crowded and discourages visitors.

The finest exhibit booth with the most exciting design comes to life only when effectively staffed.

*Reprint from Marketing Times, May/June 1979

"Do's " and "Don'ts"

Some Do's:

1. Identify yourself and position by wearing a name tag.

2. Keep the display and surrounding area clean.

3. Prepare yourself to answer the more obvious questions, including knowing where the restrooms and information booths are.

4. Psyche yourself up to be outgoing with a smile.

5. Listen carefully to be sure you understand the visitor's interest or concern.

Some Don'ts

1. Do not visit for an extended period of time with old friends, family or people in neighboring exhibits. This effectively blocks out the stranger.

2. Do not leave tools, equipment or personal possessions where they may be stolen.

You can benefit. Staffing a booth provides an excellent opportunity to learn more about people--how much they know about a subject, what their concerns are, and topics you should cover in your work. You may discover many volunteer opportunities and you may recruit others for the Internet Master program. Enjoy it!

For more information, contact: Don Day - daydr@missouri.edu Mark Stewart - stewartm@missouri.edu Revised 09/30/99