In an incisive article about facilitating client conversations, Meghaan Lurtz, PhD, FBS advocates the utility of asking “what else?” to draw information and build trust as opposed to asking “why?” in a root-cause-analysis approach.
There are many reasons asking “why?” may not have the effect that an advisor is hoping for. Meghaan points out that asking “why?” can resemble a 4-year old child badgering their parents. Alternatively, “what else?” is perceived as an open invitation to continue, not a question that demands an answer.
“The brain prefers invitations and requests to share information over questions that are considered to have ‘wrong’ or ‘right’ answers. When questions are framed as invitations to share information, this tends to be much more calming than being faced with a question where we must provide a ‘right’ or ‘good’ answer.”