How to use open-ended and probing questions with service users
Learning Objectives
After considering this resource, you should be understand how probing might be used effectively.
Egan (2007, p.42) describes probing as '...verbal tactics for helping clients talk about themselves and define their problems more concretely and specifically...' Typically through the use of open questions, probing is a useful tool therefore to explore in more detail statements service users may make. This allows social workers to fully understand a service user's circumstances and to provide appropriate help as required.
The following role play highlights probing as Lorraine, a social worker, elicits information from Dean, a 15 year old who is working with the Youth Offending Team following a Final Warning from the Police.
Reflective Questions
- Consider the different question types Lorraine uses with Dean. Have you used these question types before yourself? Did you feel you used them effectively? Why?
- Think of a time when you have had to probe someone concerning a sensitive matter. How did the other person react? What did you learn in using the technique?
- What other examples of communication can you find in the exchange between Dean and Lorraine? How do you think these communication methods help to create a rapport between the two? How might you use these techniques in your own practice?
Reference:
J Lishman (2009) Communication in Social Work, 2nd edition. Basingstoke: Palgrave Macmillan.