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質問力とは?ビジネスで必須の質問力を身に付ける方法と高めるポイント|HRドクター|株式会社ジェイック 質問力とは?ビジネスで必須の質問力を身に付ける方法と高めるポイント
質問力は、相手の意図や状況を把握し、適切な提案や業務遂行をするために必要不可欠です。従ってビジネスパーソンにとって重要なスキルであり、商談の成果や業務の効率化、信頼関係の構築などに大きく影響します。
質問には良い質問と悪い質問もあり、単純に何でも質問すれば良いというものではありません。質問を有効に活用するためには質問の種類を理解し、目的に沿った質問を使い分けられる質問力を身に付けましょう。
記事では、質問力の概要や質問の種類、質問力を高めるポイントを解説します。
<目次>
質問力とは?
質問力とは、相手に不明点や疑問点などを問いかける能力を指します。
ビジネスでは、適切な提案や正しい判断、業務遂行のために「相手の意図や状況を正確に理解すること」が重要です。したがって、相手の意図や状況を理解する質問力は、ビジネスパーソンにとって必要不可欠なスキルです。
質問力は下記のようなシーンで有効に活用できます。
<商談のとき>
- 顧客が購入を考えている背景や実現したいことなどを理解し、適切な提案を行なう。
- 相手の意向や予算、懸念点、承認プロセスなどを知り対応することで受注確度を上げる
<メンバーとの面談>
- 計画の進捗状況や障害、顧客の反応、モチベーションなどを理解してアドバイスする。
<上司からの指示>
- 上司の意図や指示された内容、ゴールを理解して、適切に遂行する。
<アライアンスや他部署との打ち合わせ>
- 相手のwinを知り、win-winを実現する提案やスキームにつなげる。
<メンバーからの報告>
- 起こっている状況を正しく把握して、適切に対応する。
<提案を受ける際や勉強会>
- 提案の不明点や懸念点をしっかり把握して、正しい意思決定につなげる。
適切な質問をすることで相手の信頼を得られたり、相手に関心を持っていることが伝わり、相手の本心や話すつもりではなかった本音を引き出せたりします。また、情報収集力が高まるので、スムーズな提案や問題解決につながります。
質問の種類を知り、質問力を身に付ける
質問にはさまざまな種類があります。質問の種類を知り、場面に応じた適切な質問を使い分けるようにしましょう。
質問の種類
質問にはさまざまな種類がありますが、ここでは基本となる7つの質問形式をご紹介します。
<クローズドクエスチョン(特定質問)>
「はい」「いいえ」で答えられる、回答の範囲が限られた質問です。
相手が返答しやすいため、まだ信頼関係がない相手と会話のきっかけを作ったり、テストクロージングなどで活用できたりします。
例)
・22卒の新卒採用は実施されますか?
・本日のお打合せは30分の予定で大丈夫ですか?
<オープンクエスチョン(拡大質問)>
「はい」「いいえ」で答えられず、回答の範囲が広い質問です。範囲が広いからこそ相手の考えや意見を引き出すことができます。ただし、相手に考えてもらう必要があることから、信頼関係がない場合や会話の冒頭では向かない場合もあります。
また、回答の範囲が広過ぎて相手が回答に困ってしまうこともありますので、誰が、何を、いつ、どこで、なぜ、どのように、の5W1Hを使って、質問を多少絞り込むことも有効です。
例)
・今回のサービス選定はどんな基準で選ばれますか?
・これについてどんなご意見ですか?
<過去質問>
過去に起こったことに対しての質問です。過去に起こった事実であるため、オープンクエスチョンの中でも答えやすい種類の質問です。
例)
・今回問い合わせいただいたのはどんな背景がありましたか?
・過去にはどのようなツールを使われたことがありますか?
<未来質問>
過去質問の反対で、未来に焦点をあてた質問です。相手がイメージしていない場合、回答する難易度が多少上がる場合があります。
例)
・何を実現したいとお考えですか?
・どうなれば成功ですか?
<否定質問>
否定的な言葉を使った質問です。原因や要因を引き出すのに役立ちます。
例)
・何が理由でできなかったのですか?
・導入しないとしたら何が理由ですか?
<肯定質問>
肯定的な言葉を使った質問です。前向きな意思を引き出す効果があり、「いつからやりますか」「○○したらできますか」など相手の行動を促します。
例)
・○○だとしたら、導入できますか?
・前に進めるとしたら、どなたと相談されますか?
<呼び水質問>
事例や選択肢を出したり、仮定を置いたりする質問です。事例や選択肢を出すことで相手が話しやすくなるほか、相手に合わせた質問をすることで信頼関係の構築に繋げることもできます。
例)
・同業の企業では○○という話をよく伺いますが、御社はどうですか?
・問い合わせをいただく経緯としては○○なケースが多いですが、○○様はいかがですか?
良い質問と悪い質問の典型例
質問する際は、状況や関係性を考慮して、適切な質問を使うことが大切です。
良い質問をすれば求める情報や相手の本音を聞き出せますが、悪い質問をしてしまうと情報が引き出せないことに加えて、相手に嫌な印象を与えたり信頼関係を壊したりしてしまうこともあります。
良い質問と悪い質問の違いを簡単に解説します。
<良い質問>
- 相手の話を深堀りする質問
- 相手の意見や体験など、聞かなければわからない質問
- 相手の思考を刺激して気づきや思考を引き出す質問
<悪い質問>
- 調べればわかる事柄に関する質問
- 相手を問い詰める質問
- 回答を限定し過ぎる、誘導する質問
質問するための前提条件
良い質問をするためには「質問」の種類や内容に気を付ける必要がありますが、他にも質問できる「場」をつくることが大事です。
信頼関係の構築
相手から詳細な情報や本音を引き出すには、信頼関係の構築が必要不可欠です。どんなに良い質問をしても、信頼関係がなければ相手は本音を答えてくれません。
ビジネスにおける信頼は人格への信頼と能力への信頼から成り立ち、人格への信頼関係を築くためには、相手に「自分に興味を持ってくれている」「この人は信頼して良い」と思ってもらう必要があります。
相手の立場に立って気持ちに寄り添ったり、相手の話をしっかりと聞き適切なタイミングで相づちや質問をすることで、相手への関心を示したり安心感を与えたりすることが可能です。
また、理解できるだけの前提知識があることを示したり、事情に詳しいことを示したりすると、能力への信頼を築きやすくなるでしょう。
回答しやすい環境づくり
質問に気持ちよく、また本音で回答してもらうためには、回答しやすい環境をつくることも大切です。
例えば、相手にとって会話や質問のペースが速ければ回答したくても気後れしてしまいますし、逆にペースが遅い場合は苛立って回答する気がなくなってしまいます。また、質問がわかりにくいことも、相手を困らせてしまいます。
相手から欲しい回答や本音を引き出すためには、以下を意識するようにしましょう。
<相手が回答しやすい環境づくり>
- 質問する目的を示す
- 会話を相手のテンポやペースに合わせる
- 分かりにくい質問は事例を活用する
- 相手が答えやすいように質問する
- 自分が理解、把握していること、分からないことを示す
- 相手の意見や考えを否定しない
- 質問のつながりや流れを意識する
質問力を高めるポイント
質問力は日々のトレーニングによって高めることができますし、部署や組織全体の質問力アップには研修も効果的です。質問力を高めるおもなポイントは以下の3つです。
物事や人を客観的に捉える論理的思考力を磨く
相手にわかりやすい的確な質問をするには、相手の状況を正しく理解する必要があります。物事や人を客観的に見て「どのような立場なのか」「どのような構造があるのか」「相手が実現したいことは何か」などを客観的に捉えることが効果的です。
例えば、相手が困っている場合であれば「何に困っているのか」「本当はどうしたいのか」「何が原因なのか」などを知る必要があります。
また、相手の答えを理解する上でも論理的思考は大切です。相手の状況を客観的かつ論理的に考えることができれば、的を外さない適切な質問ができるようになるでしょう。
何事にも疑問を持つ
質問力を高めるうえでは、物事に対して「なぜそうなるのか」「他の方法はないか?」「本当にそうなのか」といった疑問を持つことも効果的です。
疑問を持つと物事をいろいろな角度から見られるようになるため、質問のバリエーションが広がります。また、ときには相手の思考を刺激するような質問もできるようになるでしょう。
相手の感情に寄り添う
論理的思考などは、ビジネスコミュニケーションにおいて非常に大切です。同時にコミュニケーションにおいて、踏み込んだり、本音を引き出したりするためには、相手との信頼関係が必要です。
論理的な質問だけでは、相手は“尋問”されているような気分に陥ってしまいます。論理的な質問は大切ですが、併せて相手の感情に寄り添うことも忘れないようにしましょう。
相手の意見や考えを否定しない
相手と信頼関係を築くうえでは、相手の意見や考えを肯定的に受け入れることも必要です。
“肯定的に受け入れる”とは、相手に同調することではありません。相手が間違っていたり、自分と意見が違ったりすることはあるでしょう。その場合も「あなたはこうお考えなのですね」と、相手の意見を尊重する姿勢を示すことが大切です。
場数を踏む
頭では質問したい内容がわかっていても、会話のなかでうまく質問できないケースは多々あります。また、相手が答えやすい順番に質問したり、話題に応じて質問を考えたりするにはある程度の経験も必要です。したがって、質問力を上げるには「質問することに慣れる」「質問する経験を積む」ことも大切です。
慣れることで、会話のなかでの自然な質問や、相手が答えやすい質問ができるようになります。また、余裕ができると、質問しながら相手の反応を見られるようにもなります。相手の表情や目線など、言葉以外の部分に注意を払えるようになると、相手から得られる情報がぐっと増えるでしょう。
まとめ
質問力とは、不明点や疑問点などを適切に問いかけて答えを引き出す力です。ビジネスシーンでは、顧客や社内においては、相手の意図や状況を把握して適切な提案や対応をする必要があります。従って、質問力はビジネスパーソンに不可欠な力と言えます。
質問力を高めるためには、質問の種類を使い分けることがポイントです。クローズドクエスチョン(特定質問)やオープンクエスチョン(拡大質問)、過去質問と未来質問、否定質問と肯定質問、呼び水質問などの特徴をしっかりと理解して使い分けることで、会話をうまく運ぶことができるでしょう。
また、質問やヒアリングを効果的に行うためには、相手との信頼関係づくりや相手が回答しやすい環境の構築も大切です。質問力はビジネスの成果を左右します。特に営業や販売職のメンバー、また管理職の「質問力」に不足を感じるようであれば、ぜひトレーニングを検討してみてください。
著者情報
株式会社ジェイック シニアマネージャー
宮本 靖之
大手生命保険会社にて、営業スタッフの採用・教育担当、営業拠点長職に従事。ジェイック入社後、研修講師として、新入社員から管理職層に至るまで幅広い階層の研修に登壇している。また、大学での就活生の就職対策講座も担当。
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