BOOK SUMMARY 317
Questions that Work
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Summary written by: Dianne Coppola
"Imagine that you could improve the
quality of the questions you asked by 10 percent. Would that result in 10
percent more useful information? Would it save you 10 percent of your workday
in time? Could it lead to a 10 percent raise in salary at the end of the
year?"
- Questions that Work, page 48
We have been asking questions ever since we learned to
talk. Questions help us to learn new information, understand what’s happening
around us and obtain the things we need at work and home. But just because we
have been asking questions all our lives, doesn’t mean we are good at it. So
consider this: do your current questions open people up or shut them down?
Andrew Finlayson honed his questioning skills as a
journalist and has compiled “a questioning ‘manifesto” fueled by
his belief (and experiences) that personal and organizational success is
closely tied to the ability to ask provocative questions (and then listen
intently for the answers). In Questions that Work – How to Ask
Questions that will Help You Succeed in Any Business, Finlayson shares both
conceptual and practical information about the art of asking questions so
readers can improve their IQQ – Intelligent Questioning Quotient.
Finlayson encourages leaders to create an organizational
culture where it is safe for employees to ask a variety of questions of their
peers and their leaders. He examines the factors that prevent people from
asking and answering important questions and suggests ways to overcome those
barriers. Several chapters focus exclusively on specific questions to ask when
facing a variety of career situations, from finding a job and negotiating a
raise, to solving problems and leading others.
The Golden Egg
Seek to Understand
"The best questioners see their q-and-a with another
person as a tool for building a relationship."- Questions that Work, page
71
As a facilitator and consultant, my ability to ask
insightful questions is crucial to my personal success and the success of the
clients I work with. I’ve always considered questions to be a critical
diagnostic tool and for guiding discussions about potential solutions and next
steps. Experience has taught me that well-crafted questions produce thoughtful
and insightful responses; poorly-worded questions result in vague, inaccurate
and less-than-helpful answers.
The idea that questions can play a significant role in
building (or undermining) relationships is not something I really gave much
thought to. Sure, I’ve always asked ‘get-to-know-you’ questions in social
situations and networking events. However, I don’t think I fully recognized the
opportunities questions provide for building and nurturing relationships.
Shifting my focus from seeking answers to establishing and strengthening
relationships will subtly alter the way I ask questions and, perhaps more
importantly, how I listen to the responses.
Gem #1
Conversations are NOT Tests!
"A businessperson should never forget the power of a
good conversation. Conversation depends on the art of asking questions."-
Questions that Work, page 68
Job interviews aside, I think we’ve all been in at least
one conversation that has felt more like an inquisition rather than a dialogue.
These situations are usually not pleasant. As fast as we answer one question
another one is thrown at us and we get the distinct impression that there are
‘right’ answers and ‘wrong’ answers. This exchange becomes a one-sided
interrogation focused solely on information-gathering and not on
relationship-building. Sadly, the questioner is settling for a short-term,
situation specific gain instead of choosing a long-term, diversified investment
with dividends for both parties.
Finlayson emphasizes the importance of appreciation as
an essential skill for relationship-building. He notes this is critical even
when you are not getting the answers you need, or don’t like the information
provided. Consider which of these two responses is more likely to strengthen a
business relationship:
1. “That’s not what I asked you. I want to know…”
2. “I appreciate that is a concern for you. I’d like to hear
more about…”
We would do well to remember that conversations are not
academic tests with right and wrong answers: conversations are opportunities to
establish and solidify relationships through shared dialogue. Strong and
lasting relationships (whether business or personal) require give-and-take, a
mutual sharing of knowledge, experiences and values. People prefer to work with
and conduct business with individuals and organizations they trust, that treat
them with honesty and respect, and pay attention to the small details that make
each person feel valued and appreciated.
Gem #2
Create a “To Ask” List!
"Instead of a “to do” list, consider creating a “to
ask” list, to see what questions you really need answers to."- Questions
that Work, page 5
To do lists often get a bad rap. I personally find they
keep me focused on what needs to get done and help me to schedule and manage my
time more effectively. So the idea of creating a “To Ask” list immediately
captured my imagination. Finlayson believes focused questions stimulate more
productive discussions which in turn improves your personal productivity and
effectiveness. Good questions are tools that provide clarity,
direction, and resolution in a confusing world. Pausing to consider
what we really need to know versus what would be nice to know is one way to
achieve more clarity. This is true even if you are using the questions to guide
your own personal reflection rather than in a dialogue with others.
Try generating a list of questions about one of the
agenda items to be discussed at your next business meeting. Not so that you
morph into the relentless inquisitor I mentioned earlier but rather so that all
participants can better understand the relevant aspects of the topic or
challenge under discussion. Include questions to help isolate the relevant
facts, explore the pros and cons of possible solutions, and appreciate why
people feel the way they do about the situation. Remember, poorly-worded
questions elicit incomplete answers and we dramatically increase the risk of
asking a poor question when devising them on the fly.
Are you concerned that your ‘to ask’ list will contain
poorly thought out questions? Fear not! In addition to Finlayson’s Questions
that Work there are a number of books that have compiled sample
questions to guide a range of business conversations. Great questions can also
be found in blog posts, magazine articles and by listening carefully to the
questions others ask. Jot down the ones you like and in no time at all you’ll
have a repository of questions that work.
As someone who regularly uses questions to help others
become more focused and successful, I gained several new insights from
Finlayson’s exploration of the role of questioning in the workplace and the
importance of nurturing a supportive questioning culture. And, the chapters
containing topic specific questions will be another valuable resource to guide
my future business conversations.
In a world where questions are often used as weapons to
disarm and discredit people, cultivating a supportive questioning culture that
strengthens relationships for mutual benefit will take time and effort.
However, like Finlayson, I believe it is worth the effort. Questions
that Work offers readers a process and a compendium of questions that
can be used to successfully foster this transition. What are your favorite
questions for cultivating strong business and personal relationships?
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