Negotiation Skills
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Questioning and Communication Techniques
Improve your communication skills by mastering the art of questioning. This guide provides practical techniques and strategies to help you ask the right questions and engage in meaningful conversations.
Contact us to plan this course for your organisation
Online / In Person
1 day
About this course
Professionals tasked with conducting a complaints investigation will often need to question a variety of people, including the complainant, a range of witnesses and those who are the subject of the complaint. These interviews will either be conducted face to face or over the telephone. Asking the right questions is crucial in ensuring such interviews are useful to the investigative process and are conducted fairly.
It is essential to have the requisite competencies to be able to undertake this role to best practice standards, to obtain key information to effectively deal with a complaint.
During this one-day course delegates will learn how to identify the issues around the complaint and effectively plan and structure appropriate interviews. They will consider a range of questioning techniques available to them. Delegates will also learn how to appropriately and sensitively handle witnesses who may be angry, upset and confused.
They will also take into consideration the impact of human factors when preparing an interview strategy or communicating with parties involved in the investigation process.
Through role-play and trainer-led constructive feedback this course will instil the fundamental principles and develop the delegates’ ability to carry out effective questioning and fact finding interviews.
Course syllabus
Key learning points:
- Planning and preparing a fact finding interview both face to face and over the telephone,
- Being able to use different questioning techniques to establish the facts and to obtain all the available evidence,
- Structuring interviews by applying the PEACE (planning, preparation, engage and explain, account, closure and evaluation) model and consider other interviewing models,
- Evaluating the impact of human factors on the interview process,
- Managing challenging behaviours.
Who should attend:
This course is suitable for anyone who may be tasked to undertake a complaints investigation including:
- Complaints Investigators, Officers & Caseworkers,
- Managers and other staff tasked with undertaking complaints investigations as part of their wider role,
- Staff working in a complaints handling capacity for ombudsmen schemes and other dedicated complaints handling bodies,
- Adjudicators.
Your Trainer – Our expert trainers
La Touche Training Legal Experts
We work with a wide panel of specialist trainers, all chosen based on their experience and knowledge, experience both in practice and as trained trainers. The majority of our trainers are experienced...
Read BioPractical training with small groups to ensure quality.
Our training sessions are not lectures—they're practical, interactive experiences. The small group format allows every attendee to ask questions, take part in discussions involving practical exercises and role-plays.
This method of training allows attendees to put the skills learned into practice immediately. Course participants benefit from the focused attention and guidance of an independent expert.
Learn effective questioning techniques that will enable you to gather information, solve problems, and build stronger relationships.
FAQs
Questioning and communication techniques training courses help professionals improve how they gather information, communicate clearly and manage conversations in workplace, investigative and regulatory settings. The training focuses on listening skills, structured questioning and effective interpersonal communication.
This course is suitable for investigators, managers, HR professionals, compliance officers, auditors, regulatory staff, healthcare professionals and anyone who conducts interviews, meetings or sensitive workplace discussions.
Effective questioning helps gather accurate information, clarify inconsistencies and encourage open communication. Poor questioning techniques can lead to misunderstandings, incomplete evidence or unreliable responses during investigations or formal interviews.
Participants typically learn how to use open, closed, probing and clarifying questions appropriately. The course may also cover active listening, non-verbal communication and techniques for managing difficult or emotional conversations.
Strong communication skills help investigators and managers build rapport, reduce misunderstandings and obtain clearer, more reliable information. Effective communication also supports fairness, professionalism and procedural consistency throughout an investigation process.
Open questions encourage detailed responses and discussion, while closed questions are used to confirm facts or obtain specific information. Knowing when to use each type of question is essential in interviews, investigations and workplace meetings.
Yes. Structured questioning and active listening can help professionals manage sensitive or challenging discussions more effectively. These techniques encourage constructive dialogue and help reduce defensiveness or conflict during conversations.
Active listening helps ensure that information is understood accurately and that individuals feel heard and respected. It also improves trust, reduces communication errors and supports more productive workplace interactions.
Yes. HR and compliance professionals regularly conduct interviews, meetings and investigations where clear communication and careful questioning are essential. These skills help ensure fairness, consistency and accurate information gathering.
Yes. Leaders who communicate clearly and ask effective questions are often better equipped to manage teams, resolve issues and support collaboration. Communication training can strengthen confidence, decision-making and workplace relationships.
