Few employees volunteer everything you need to know. They’ll tell you bits and pieces. Your gentle but persistent probing helps you get the full story.

A former boss taught me something 20 years ago that I still remember. When an employee opens up to you and starts revealing more than you bargained for, it’s tempting to digest it all and conclude you’ve had a rich, rewarding dialogue.

But my boss told me, “Don’t settle for that. Ask one ore question: Is there anything else you’d like to discuss?”

It’s a great question because it opens up new avenues of conversation. An employee who’s already in the mood to confide in you might offer up another dose of brutally honest communication when prompted to reveal more.

And here’s a parting shot: Never end one-on-one chats abruptly by walking out (or suddenly hanging up the phone). Give fair warning. This prevents you from cutting off a potentially valuable communication channel with the employee.

You don’t want your staffer to think, “Oh, I was about to confess something really important. Good thing my boss rushed away and saved me the trouble.”

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Tags: managing conflict