1. Jackie Grannell TPAS Associate
Time to Talk
Jackie Grannell
TPAS Associate

3. Questioning and Listening

4. Communication is…
…‘the giving and receiving of information, such that the giver is assured the receiver has understood’.
It’s about asking questions
It’s about REALLY listening

5. Your amazing brain

6. Group Exercise - Scenario 1
You are interviewing for a new contractor to carry out grass cutting on your estate.
Identify 2 questions you want to ask the contractor about the company’s complaints policy and 3 questions about customer service.

7. Is it…
Does it…
Have you…
Would you…
Can it…
All begin
with a VERB
Yes or No answers

8. “Six honest serving men taught me all I knew.
Their names are What, Where, When, Why, How and Who”
Rudyard Kipling

10. Group Exercise - Scenario 2
Your team is to interview a tenant about their experiences of having major works carried out. You are particularly interested in finding out their experience of having a new level access bathroom fitted.
Identify 5 questions you want to ask.

11. It all begins with you …
“There is only one corner of the universe that you can be certain of improving; and that is your own self”
Aldous Huxley

12. Thank you! Please complete your feedback form
Jackie Grannell
TPAS Associate

13. Asking questions Take time to plan your question
Ask questions carefully
Think about why you are asking the question
what’s the purpose?
What are you going to do with the answer?