Asking the Second Question Webinar

Probing for additional information is typically called "asking the second question" in information and referral (I&R). When agencies hear about this, they may ask, "Can we have a list of your second questions?" thinking that these are specifically scripted. In some ways, they can be.

In this webinar, we'll discuss:

• The definition of "second questions"
• Discuss why going above and beyond the stated need is critical
• Learn methods for how to probe for additional information in a way that does not offend or upset the help seeker
• Discuss how and when to offer follow-up if it is warranted
• Successfully close out interactions when multiple needs have been revealed