Why this topic?
Not all that long ago company leaders were expected to have all the answers to any business problem that would come up.
That world is gone.
The speed of change has made the jump from fast to warp speed six.
New threats and new competitors appear almost overnight challenging even the most secure business models.
In this new and complex world, leaders have had to evolve -- from the person with all the answers. To the person with all the right questions.
But knowing what question to ask is not easy. It’s a skill to be developed.
A recent edition of Harvard Business Review provides a template for five types of questions to uncover issues, find opportunities, and above all drive results.
You want to get better at asking the right questions? Then read on!
Five Question Types
1. Investigative or What’s Known: This group of questions is meant to uncover the underlying facts about a subject and the problem They target the specifics to establish a baseline of knowledge. Journalists use these all the time to gather information for a story.
These questions include:
- Who
- What
- When
- Where
- Why
- How
For most of us, investigative questions are a good place to start.
2. What If: Once a baseline understanding of the problem has been established, you can use other types of questions to go deeper. What if questions aim to reframe problems and look for creative solutions.
Example: Netflix. They used what-if questions to completely alter the way we consume media. First by delivering DVDs through the mail. And then by using what-if questions to pivot away from DVDs and move toward a subscription-based streaming service.
Apple is another. They asked the question: What if a phone could be a music device as well as connect to the internet?
3. Productive or Now What: As we have seen, what if questions open the mind to new possibilities and opportunities? Now what/productive questions are effective at uncovering the actions that drive results. Below are several examples:
After a website has been launched:
- Now that the site has been launched what is the feedback we are getting from our customers?
- Now that the site has launched how are we going to get traffic?
Once a set of business goals have been established:
- What are the first three actions needed to move us toward reaching our goals?
After an event:
- Who are the key contacts I need to follow up with?
Now what questions help team members consider things like key metrics, milestones, and potential speed bumps along the way. They also can expose risks, and strains on the organization’s capacity.
4. So What: This group of questions pair well with others. For example, after an investigative question, you might ask,
- “So, what happens if this trend continues?”
- After a what-if question, “So, what opportunities does that idea open up?”
- After a productive question, “So, what does this mean for our staff?”
So what questions help to take data, insights, and findings and turn them into actionable strategies and tactics.
5. What’s Unsaid: This group is arguably the most difficult type. Why? Because, unlike the other questions that deal with tangible problems…this group often hits on emotions.
We all know that people often say one thing but mean another. Therefore, this group of questions is necessary to reveal deeper insights, biases, or concerns. What’s unsaid questions attempt to get to the real story.
Here are some examples:
Team Meetings:
- What concerns or reservations might people have that haven't been voiced?"
- Are there any underlying issues affecting team morale that we haven't addressed?"
When Seeking Feedback:
- What feedback might others be hesitant to give me directly?"
During Client Meetings:
- What objections might the client have that they’re not comfortable bringing up?"
And there you have it -- the five-question template.
Here’s the TL/DR:
- The days of a leader with all the answers are over. Today, effective leaders need to rely heavily on the team for solutions to problems and ideas for new opportunities.
- To get the best insights requires the ability to ask the right questions.
- Knowing what question to ask can be difficult. Moreover, not every team leader is good at asking each type of question.
- Self-assessment is needed to determine your strengths and areas for improvement. Surround yourself with those who are good at asking the questions you struggle with.
- Each set of questions is powerful alone. But when blended they can 10x in effectiveness.
- Final point. Tone and body language are a critical part of the process. Push too hard and people begin to feel defensive. Conversely, if you don’t press enough…things are left unsaid that could uncover a blind spot. The art of questioning requires a blend of patience and discipline. And above all practice.
- Final, final point. Once you ask the question make sure to shut up and listen. You might be surprised at the answers.
No matter your role, or experience, your ability to grow will be based on the questions you ask.
