For anyone who has ever tried to troubleshoot an issue before, you probably feel like getting all of the details and understanding what they mean are critical to solving the problem. In the busyness of the spring, sometimes key details can get overlooked, missed, or even miscommunicated. In this episode, the hosts of the Smarter Every Season podcast--who are all Product Support Specialists--pass on tips from their experiences on how to effectively ask questions that will help "diagnosticians" (yes, it's a word) capture the key details that will help them solve problems.Starter Questions:When did you first notice the problem?When did it last work correctly?What changed?Bullet points from the recap:Type, Tone, Sequence, & Framing MatterListen activelyAsk one question at a timeOpen ended questions to broaden the scope and gather detailsClosed ended questions to drill downKnow what you want to knowBe comfortable with silence; it is the sound of thinking happeningBe cognizant of the flow of the conversationalBe educational; teach along the wayRemove your assumptions and biasesSimplify your communication: Explain it Like I’m Five (ELI 5)Inaccuracies may be statedContradictions don’t existMake them your team mateSend me a picture (add more tools to your toolbox)Speak with empathy and patience

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