Tag: questions

The Principle of the Five Why’s and How Can You Use It Better Listen to Others

Photo Credit: Trung Nhan Tran

The Five Why’s is a common technique among UX researchers and other qualitative researchers that has personally transformed my approach to conversations. UX researchers interview people all the time, and to understand what they think about something, they always make sure to ask five “why” questions about their opinion in order to get to the heart of their opinion on the matter. Humans often rush into assumptions and judgements about what the other person thinks, and this forces us to slow down and get to the heart of how they view the world. 

Let’s consider a classic UX research example. Say you just developed a great new app, and you wanted to see whether people actually find it useful. So, you observe several people using the app and ask them what they think. The first person says, “I find it frustrating.” This is really useful information, but obviously, more details would help even more. So, a natural response would be, “Why do you find it frustrating?” 

Say the person gives a quick answer like, “I find the interface confusing, so I can’t do what I want to do” or whatever their frustration might be. This gives you a better understanding of their frustrations, but you can dig even more. According to the Principle of the Five Why’s you should ask at least five follow-up questions about why (or in some cases, how) they feel the way they do. 

This allows you to hone in exactly what their underlying needs and expectations are and how well your product meets those needs for them. Now, technically, not all follow-up questions have to be “why”. The idea is that like, “why” questions, ask questions that nonjudgmentally help uncover the underlying reasons for the opinions. For example, in this scenario, I may next ask, “What about the interface do you find confusing?” or “What are you trying to do, and how is it preventing you from doing it?” Both of these are not “why” questions, but they help orient me to understand why the person feels frustrated. Sometimes you have to learn some basic data about what their experience was before you uncover the next level of detail about why they had that experience. 

I often use this principle in regular conversations as well. Too often people assume they know what the person is thinking and make assessments based on their initial judgements. Asking follow-up questions forces us to slow down and consider in-depth what that person is trying to communicate. After listening, one can still disagree with a person’s conclusions, but at least you will know why. In almost every situation, I have found at least some points of agreement even when I thought we had opposing, conflictual perspectives. 

It also calms you down. In tense conversations, we often simply react. Maybe we presume they meant something hostile and respond in turn. This helps us survive threats but clouds our ability to empathize with others and reason through their ideas. Asking questions allows us to pause and reflect for a few more moments on what else might be influencing where they are coming from. 

Feel free to try it in regular conversations, especially potential arguments or other tense conversations. Pause and ask a few “why” questions to understand the layers behind their thoughts before launching into your perspective on the matter. It will change the course of the conversation. Worst case scenario, by the end of it, you will still disagree with them just as much as you did initially, but often you will learn something and will discover a way to carry on nonconfrontationally in a way that involves both of you getting what you want. If you disagree, you have lost little by hearing them out and gained the ability to disagree productively since you now know exactly where the other person is coming from. 

Now in every interaction, you don’t have to literally ask five questions. That exact number may not fit every interaction. The spirit of the rule is to ask follow-up questions that force you to engage with the reasons underneath someone’s impressions. For me, I often ask follow-up questions until it feels uncomfortable, until I feel my thoughts well up so strongly within me that I am eager to jump in. Then, I ask just two more follow-up questions. In the unlikely event that I still think they are totally wrong by the end of those two questions, I can jump in with my perspective. This slows me down and forces me to practice more constraint and helps me see a path to empathize and/or disagree in a positive and productive manner. 

What You Can Learn about People based on the Questions They Ask

Photo Credit: Priscilla Du Preez

You can learn about some by the questions they ask. You not only learn what people think but more importantly, what people want to know about the world around them. This provides a window into who they are. 

Here are a few common patterns of question askers to look out for: 

1) Those who ask confirming questions: 

When talking with you, these people ask questions to confirm what they already suspect. This can be a sign that they primarily resonate with their own past experiences. 

Confirming questions are often close-ended, even yes/no questions. Examples might include:

“Oh you went to Italy. Did you like the pasta? I heard it was fantastic there.” 

“Was that exam easy? I found that exam easy when I took it last year.” 

These people expect a certain thing to be true, and only ask questions based on their past experiences or what they have heard to be the case. Obviously they may be wrong. For the above questions, maybe you found that exam difficult or did not enjoy or eat much pasta in Italy. 

Habitually asking close-ended questions can demonstrate a retrospective orientation: they often consciously or subliminally are thinking about their past experiences, whether their own experiences or the experiences they have heard from others. Either way, their mental process for these questions often involves determining parallels from past experiences and using that to determine what must be the case for you in your situation.  

2) Those who ask questions about facts

Another type of question asker asks about the facts or specific details of the situation, including the “who”, “what”, “when”, and “where”. For personal stories, their questions may focus on the details of the environment or on people’s external behavior rather than trying to understand internally what people were thinking or feeling. 

Examples:

“What color was the car that cut you off?”

“What was the name of the town you visited?” 

“What did she look like?” 

Sometimes they can feel like detectives, uncovering the details for their police report. Sometimes a few of these questions can be helpful to understand to grasp what happened, but for emotionally intense experiences, for example, too many factual follow-up questions can form a type of distraction. 

It can show a fixation of surface-level facts over emotional experiences. I often find these questions most frequently asked by people who are less likely to discuss feelings, preferring a more distant, action-oriented veneer. 

3) Those who ask questions about feelings

Talking to this type of person can feel like you are talking to a therapist: 

“How did that make you feel?” 

“How do you feel about that now?” 

“What was it like having that happen to you?” 

In regular conversation, I find these less common than Type 2, but I still encounter them from time to time. They focus on how you feel and often seek to sympathize or empathize with your experience. I personally usually really enjoy these questions and frequently ask them, but some who are not used to talking about their emotions may find it overwhelming. This type tends to want to focus on and understand your subjective experience as a fellow human. 

4) Those who ask questions about ideas

This type intellectualizes pretty much anything you are talking about. A philosophical conversation about the theory or social implications of the phenomena may seem like their favorite kind of conversation. 

I will often see people who do this abstracting the specific things you are discussing into a broader theme to then discuss the merits of in the abstract (e.g. “I’m sorry you got broken up. What do you think the ideal person would look like for you?”). Some people may enjoy moving the conversation into such an abstract direction, but sometimes, it can also detract from the specific experience you want to talk about. 

Some may also generalize to understand the social implications of the specific topic at hand (e.g. “I’m sorry that you had that experience during your last doctor’s visit. How do you think we should change the healthcare system to help prevent that from happening again?”). Doing this can veer the conversation close to “politics”, which may or may not be a good thing depending on the conversation. 

People who ask these questions tend to themselves be abstract thinkers, those who generally prefer thinking about more theoretical rather than tangible topics. 

5) Those who do not ask any questions at all

When speaking in one-on-one conversations, this type is the easiest to spot. They simply stand there listening to when you are done talking and do not ask any questions at all. 

This group has two subtypes: 

A) Those who seem to prefer to not talk at all: They may not ask any follow-up questions. That can mean they were not interested in talking with you or about that topic, whether they weren’t interested in talking with you specifically or they do not like talking in general. 

B) Those who ask one or two simple questions (most often confirmation questions of what they already think like the first group) before ending the conversation. They also may not be interested in talking with you, but sometimes I will see people who seem genuinely interested in talking about the topic but not be able to ask more than one or two follow-up questions about the topic. This can mean they are an internal processor and may need your help guiding them through what about the topic you two should explore in more detail. 

C) Those who, instead of asking follow-up questions, wait until you are done talking (or interrupt you) and go into their own point or story. Everyone can do this from time to time, but people who habitually do this often are not listening. Without being aware of it, they think of themselves and their experiences first and foremost. 

6) Those who ask open-ended questions

This final group can be the most interesting but also the most complex. They usually ask follow-up questions, whether about your feelings, thoughts, or ideas of your topic. Good follow-up questions keep you within your own thought process and prompt you to explore it in more depth, but sometimes people will also ask open-ended follow-up questions that seek to extend or move your point or story to a related topic. 

Examples: 

“What do you think of what he did?” 

“How would you have approached that differently if it happened to you now?” 

“How has your perspective on that changed over time?” 

They often have a genuine interest in understanding your perspective, but these questions can often be the most complex to answer, since they require you to think through how you would answer them.