2. The principles of the "wind up the ludion" approach

Your reflex should be not to get bogged down in the initial question, but to ask the question: "What problem does this solution address?" or "What need does this request address?

In other words, go back to the goal, the real need.

There's a saying that illustrates this approach and this state of mind: "wind up the ludion", by analogy with this small device suspended in a fluid that can rise or fall according to the action exerted by the membrane that closes the container. Depending on the questions you ask, the ludion may descend towards the solutions or rise towards the goals.

In concrete terms, you'll need to ask the person who made the request.

In this dialogue, you'll need to question the request as it's formulated. This questioning will enable the customer to clarify his or her needs...