Here’s a little poll: How many of these questions have you heard? Better yet, how many of these questions have you heard? yourself ask for?
- Why is this customer waiting so long?
- Why are our prices so high?
- When are we going to be more competitive?
- Who made the mistake?
- Why do we have to go through all this change?
- Why don’t they pay me more?
If you’re like most people, you’ve asked a few of these and you’ve probably heard them all. Reasonable questions, right? But are they the right questions?
According to John G. Miller in his book, QBQ! The question behind the questionThese common questions contribute to blaming, complaining, and procrastinating. In fact, Miller believes that they actually put us in the role of victims, waiting for someone else to do the right thing and make everything better. He calls them IQ’s – Wrong questions – and suggests replacing them with QBQ’s – Questions behind the questions.
The QBQ, says Miller, “… puts the power of personal responsibility to daily action, with astonishing results: problems are solved, internal barriers are removed, service improves, teamwork thrives, and people adapt to change more quickly. ”
Miller offers three simple guidelines for asking better questions. He says that QBQ’s:
- start with “What” or “How” (no “Why”, “When” or “Who”);
- contain an “I” (no “they”, “they”, “us” or “you”);
- focus on action.
The question, “What can I do?” follow the guidelines perfectly. It starts with “What”, contains and “I”, and focuses on the action: “What can I do?” But, Miller cautions, don’t be fooled by the apparent simplicity. Asking the QBQ can have a powerful effect on our lives.
Look again at the questions in the list above. Read them out loud. How do they make you feel? They have a helpless quality, that of a victim waiting for something to change. Now let’s see what happens when we search for the QBQ. Read these QBQs out loud:
- How can I best meet the needs of this customer?
- What unique values separate us from the competition?
- What can I do today to be more effective?
- How can we improve this process and reduce the chances of errors?
- What opportunities are there for me in this changing environment? How can I prepare to take advantage of them?
- What can I do to advance my career and income?
By giving up IQ and asking for QBQs, we go from victim to control. We are not just waiting for something to happen; They were make things happen.
Try it yourself. When you find yourself asking an IQ, try turning it into a QBQ. See if the shift in focus from helpless victim to powerful actor doesn’t change your world. The power of personal responsibility can be harnessed. The answers are in the questions.
John G. Miller’s book, QBQ! The question behind the question (GP Putnam’s Sons, New York, ISBN 0-399-15233-4) is available at www.amazon.com.