A boss sits down for a meeting with employees. The workers have fallen short of a goal, and so the boss asks: “What happened? What approach did you use? How did you attempt to meet your goal?” One by one, the workers give him a litany of reasons, all of them centered on situations, experiences and the steps they took in attempting to reach the goal.
They missed the mark, no doubt, but even after this exchange, the reason for their failure is unclear. That’s because despite all the questioning, the boss hasn’t gotten to the real issue. He’s failed to ask the most important question: “Why didn’t you achieve the goal?”
Asking situation-type questions prevents the boss from understanding the real issue. It also keeps employees from doing the necessary brainwork required to uncover it. Problems aren’t identified and corrective actions aren’t taken.
Small business owners and managers should focus on “why” people do what they do versus “what” they do. Asking “Why?” forces people to think deep. They can then peel back the layers of excuses and get to the root cause of the problem and solve it. If employees fail to meet a goal and are asked “why” questions rather than “what” or “how” questions, they might give responses like, “I didn’t prioritize my time.”
The boss must then go further and ask, “Why didn’t you prioritize your time?” When the employees say they have too much on their plate, the boss, once again, must ask “Why?” The final answer: Employees are given many tasks and cannot distinguish between what is and what isn’t a priority. With the real problem revealed, the boss can now take appropriate action, perhaps helping workers prioritize these tasks.
TEACH, DON’T PREACH
Why don’t company leaders ask this powerful question more often? Asking “why’’ questions can seem confrontational. Yet it doesn’t have to insinuate blame, depending on how the “why” question is asked, the tone of voice used, and the way it’s introduced.
The best company leaders are those who understand that asking “why” is a highly productive teaching method. And teaching — rather than preaching — and challenging people to think is what leads to problem-solving and good ideas for a business. This includes giving employees an appropriate amount of time to come up with answers that help the company run more efficiently and expand services. That could be as simple as waiting a few minutes for a response in a meeting, or perhaps sending everyone off to think about the issue, research the reason for the problem, and return at a later time with an answer.
When the employees are in the habit of going to the boss for answers and direction, they actually transfer ownership of a problem from themselves to the boss. Consequently, they can then blame the boss for the goal’s shortcomings and failure. It’s no longer their fault because they didn’t provide the solution — the boss did. Assigning employees with the task of uncovering the reason for their missed goal or creating a viable solution to a problem or challenge puts the responsibility back where it ultimately belongs.
Think back to your favorite teacher, someone who really made a difference in your life. Did he or she give you all the answers? No! Did he or she make you look for the answers? Yes! Did this teacher hold you accountable? Absolutely! These are the ways great leaders help people learn, cultivate the potential of those around them, and enable growth.
GROW PROBLEM-SOLVERS
So when it comes to teaching, how do bosses start? They must ask more questions in general. To get people to open up, it’s OK to lead with a few situational questions, such as, “What was the biggest challenge?” But don’t spend a lot of time here; quickly move on to the meatier “why” questions and get to the root of a challenge. Once the issue is clear, employees commonly ask bosses for the solution, and this is the opportunity for leaders to push back and pose the same question. Employees need to identify solutions, explain how things should be done moving forward, and help set new goals for the success of the company.
Finally, great bosses realize that quick reactions and easy answers typically don’t produce the best solution. That’s where digging deeper for the right answers to workplace challenges comes into play. The best way to develop employees who will help you build the business is to challenge them to think and offer solutions every step of the way.
