Avoiding ‘Why’ Questions in Negotiation
Negotiating with a client about communication
Alternative to ‘why’: “Why didn’t you answer the phone?”
Alternative to ‘why’ example — option 1 ❓🤔
“What happened when I tried to contact you by phone?”
Alternative to ‘why’ example — option 2 🗣️💭
“What is the best time to call you?”
Alternative to ‘why’ example — option 3 🤷♂️❓
“What communication method do you prefer for urgent matters?”
Why do these alternatives work better?
“What happened when I tried to contact you by phone?”
This question invites the client to explain the situation without feeling attacked. Instead of seeking an excuse, it asks for an objective description of what happened. It may reveal technical issues, availability schedules, or communication preferences. It’s a way to inquire without accusing.
“What is the best time to call you?”
Acknowledges that the client has their own schedule. The answer may indicate preferred times or days for calls, or that the client prefers another channel. It’s proactive: aiming to optimize future communication.
“What communication method do you prefer for urgent matters?”
Assumes there are different ways to communicate and each has its context. The answer may reveal preferences for short messages, calls, or an internal priority system. This helps establish effective protocols and avoid misunderstandings.
Alternative to ‘why’: “Why didn’t you answer my email?”
Alternative to ‘why’ example — option 1 ❓🤔
“What process do you follow to manage emails?”
Alternative to ‘why’ example — option 2 🗣️💭
“How can we ensure more effective email communication?”
Alternative to ‘why’ example — option 3 🤷♂️❓
“What information should an email contain to receive priority?”
Why do these alternatives work better?
“What process do you follow to manage emails?”
Invites the client to explain their email management system, which may reveal internal protocols, response times, or that certain messages require approval. It helps align expectations instead of assuming negligence.
“How can we ensure more effective email communication?”
Proposes shared responsibility. The answer may indicate format preferences, follow-up times, or need for receipt confirmation. It’s collaborative and solution-oriented.
“What information should an email contain to receive priority?”
Helps identify prioritization criteria: descriptive subjects, senders, or necessary details. With this info, you can design emails that get attention when it matters.
Alternative to ‘why’: “Why weren’t you available for the agreed meeting?”
Alternative to ‘why’ example — option 1 ❓🤔
“What factors affected your availability for the meeting?”
Alternative to ‘why’ example — option 2 🗣️💭
“How can we better coordinate future meetings?”
Alternative to ‘why’ example — option 3 🤷♂️❓
“What scheduling alternatives would work better for you?”
Why do these alternatives work better?
“What factors affected your availability for the meeting?”
Allows an objective explanation (schedule conflicts, technical issues, or necessary approvals). Helps understand context without blame.
“How can we better coordinate future meetings?”
Seeks to improve the joint process: scheduling tools, reminders, or more preparation time. It’s collaborative and practical.
“What scheduling alternatives would work better for you?”
Identifies optimal time windows and advance notice needs, facilitating planning and reducing absences.
Alternative to ‘why’: “Why did it take so long to respond to my inquiry?”
Alternative to ‘why’ example — option 1 ❓🤔
“What process do you follow to respond to inquiries like mine?”
Alternative to ‘why’ example — option 2 🗣️💭
“How could we improve response times?”
Alternative to ‘why’ example — option 3 🤷♂️❓
“What information do you need to respond more quickly?”
Why do these alternatives work better?
“What process do you follow to respond to inquiries like mine?”
Helps understand internal workflow (standard times, approvals, necessary research). With this info, expectations can be aligned.
“How could we improve response times?”
Seeks joint solutions: alternative channels, prioritization, or clear formats to speed up responses.
“What information do you need to respond more quickly?”
Identifies which details make a difference (context, documents, references) and reduces back-and-forth.
Alternative to ‘why’: “Why didn’t you inform us earlier about the change?”
Alternative to ‘why’ example — option 1 ❓🤔
“What process do you follow to communicate important changes?”
Alternative to ‘why’ example — option 2 🗣️💭
“How can we improve communication of future changes?”
Alternative to ‘why’ example — option 3 🤷♂️❓
“What information do you need to receive before implementing a change?”
Why do these alternatives work better?
“What process do you follow to communicate important changes?”
Allows understanding of internal protocol (notifications, approvals, channels). This avoids assuming omissions and improves coordination.
“How can we improve communication of future changes?”
Seeks to establish joint practices: preferred channels, advance notice times, and notification formats.
“What information do you need to receive before implementing a change?”
Identifies critical details (documentation, deadlines, impacts) to prepare the transition and minimize disruptions.