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 yourself and 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 question, these common questions contribute to blaming, complaining, and procrastination. In fact, Miller believes that we are actually put 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 in daily action, with surprising results: problems are solved, internal barriers are broken down, service improves, teamwork flourishes and people adapt to change more quickly”.
Miller offers three simple guidelines for asking better questions. He says that QBQs:
- start with “What” or “How” (no “Why”, “When” or “Who”);
- contain an “I” (no “they”, “them”, “we” or “you”);
- focus on the action.
The question, “What can I do?” follow the guidelines perfectly. It begins with “What”, contains and “I”, and focuses on the action: “What can I do?” But, Miller cautions, don’t be fooled by 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? There is a helpless quality about them, that of a victim waiting for something to change. Now let’s see what happens when we look 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 exist 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 IQs and asking QBQs, we go from being victims to being in control. We are not simply waiting for something to happen; They were make things happen.
Try it yourself. When you find yourself asking for an IQ, try turning him 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 is ours to harness. 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.
