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Getting Management Information: How Phrasing Questions Can Make Or Break You
Author : Leon Noone
Introduction. It may come as a surprise to some managers to know the truth: the quality of information they receive is directly related to the quality of the questions they ask. That's it. And learning to phrase questions properly is a skill rewarded with quality answers.
What You Deserve. Understand this. The quality of information you receive will be directly related to the quality of the questions you ask. Sloppy, imprecise questions attract sloppy, imprecise answers. Some managers think that because they're managers, staff will tell them exactly what they need to know. Sadly, it just isn't so.
The Information Killer: "Why?" Asking "Why" attracts opinions and opinion based explanations. "Why?" doesn't attract facts. "Why" is something you should deduce from the information you receive. You can then check your deduction with others.
Ask questions starting with "What, how, who. which, when." You'll learn more by asking "What happened to him?" rather than "Why is he lying on the floor in a pool of blood?"
Don't Simply Accept What You're Told Your staff are not necessarily as articulate as you'd like. Sometimes they don't express themselves clearly. Sometimes they're trying to protect themselves or others. Sometimes they just don't have an answer but try to sound as if they do. And sometimes they simply can't express themselves very clearly.
Learn To Paraphrase. Paraphrasing is a very undervalued skill. Just repeat back to staff in your words what you think they said and meant. Say "Are you saying that ...?" "Do you mean that ...?"
Avoid including your opinion in the question. "Do you think the rain was responsible?is almost telling them what you want them to say. It's better to ask, "What do you think caused the crash?"
Learn The Value Of Silence Ask and wait. The longer the silence the more likely you are to get an answer. If you really want an answer, stay silent. Avoid prompting. If you prompt, "Is it because ...?" you're telling staff the answer you're expecting. That's what they'll tell you. Be patient in the pursuit of reliable information.
Conclusion Questions and answers are part of the fabric of the modern workplace. Staff often have information to help managers make important decisions. You need that information. You're not simply entitled to it just because you're the boss. Remember, you'll get the information you deserve. Phrase your questions properly. Be patient in waiting for answers. And avoid the killer "why?".
Author's Resource Box
Leon Noone helps managers in small-medium business to improve on-job staff performance without training courses. Some say his ideas are too unconventional. Find out for yourself by reading his free Special Report “49 Practical Tips For Better People Management In Small-Medium Business”. Simply visit http://www.leons7secrets.com and download your free copy now.
Article Source:
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Tags: small medium business, face to face work communication, talking to staff, better management information, paraphrasing in communication
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Submitted : 2009-12-13 Word Count : 1 Popularity: 560 Times Viewed: 17
