Topic One Review: BSBCRT311

​It is important to understand a problem before trying to solve it in order to:

1. clearly communicate the problem to others

2.  devise an effective and appropriate solution

​Questions are used to:

• encourage learning and innovation

• understand problems and find solutions

• expand knowledge​

​There are also questions that help the speaker to:

• refocus on the problem

• to narrow the response to the specific problem

• to provide reasons to support their answers

• to encourage the respondent to expand on their previous answers​

​We should:

• ​use silence to allow the speaker to respond

• use the right tone

• use open and closed questions

• avoid questions that assume an obvious answer

• avoid questions that provoke defensiveness

• consider your body language

• listen actively

• think about how to document the responses​