The Power of Questions
description
Transcript of The Power of Questions
![Page 1: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/1.jpg)
The Power of Questions
Michael Avery, Chief Operating OfficerARMA International
![Page 2: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/2.jpg)
Session Objectives
• Power of Questions• Conflict Resolution• Active Listening
![Page 3: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/3.jpg)
Power of Questions
• People talk when they feel safe and genuinely care• Social events won't help teams work better together,
asking questions will.• Never good when people fill in the gaps.• You won't die by asking questions
![Page 4: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/4.jpg)
Power of Questions
“People do not do things the way you do, even when you think they should.”
Why?
![Page 5: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/5.jpg)
Questions for Better Relationships
• Use as kick-off meetings• Ask about work habits and planning• How to work well together• On-going discussions
![Page 6: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/6.jpg)
Questions for Better Relationships
• What keeps you satisfied? • What do you enjoy doing most?• What is something you want to do but have never had the
opportunity?• What skills would you like to develop?• How do you like to receive recognition - publicly or
privately?• Why did you accept this job?• What are your concerns?• How will I know when you need support
![Page 7: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/7.jpg)
Questions for Feedback
• Set the stage by setting expectations and asking for feedback
• Effective leaders ask for feedback• Ask for feedback along the way• Silence may be golden but isn't always helpful• If you can't give an example you're not ready
to give feedback
![Page 8: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/8.jpg)
Feedback Formula
• Introduce what you're going to talk about and why• Describe the behavior/situation - example• Share the impact or result • Have some dialogue• Make a suggestion or request for what you'd like
the person to do next time• Build an agreement on next steps (if any)• Say "Thank You"
![Page 9: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/9.jpg)
Say Thank You
Thank You is always the right answer!
![Page 10: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/10.jpg)
Bonus Tips
• Treat your coworkers like customers• Relationships require maintenance • “How is it going?” is a greeting not a question• Real relationships require courage
![Page 11: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/11.jpg)
Trust
• Is earned not awarded• Organizations aren't too different from
families• Relationship killers – Gossip– Breaking your word– Not telling the truth– Withholding information
![Page 12: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/12.jpg)
Key Takeaways
• The more forceful we are, the less effective we are
• More you care, less you are on your best behavior
• Conflict is not necessarily a bad thing
![Page 13: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/13.jpg)
Conflict Resolution
What creates conflict?
![Page 14: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/14.jpg)
Conflict Resolution
People fear loss/change– Control– Comfort– Job– Embarrassment
![Page 15: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/15.jpg)
Resolving Provides
• Increased understanding • Increased group cohesion • Improved self-knowledge
![Page 16: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/16.jpg)
Conflict Styles
![Page 17: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/17.jpg)
Interest-Based Relational Approach
• Make sure that good relationships are the first priority
• Keep people and problems separate• Pay attention to the interest that are being
presented• Listen first; talk second • Set out the “Facts”• Explore options together
![Page 18: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/18.jpg)
Conflict Resolution Process
1. Set the scene2. Gather information3. Agree on the problem4. Brainstorm possible solutions5. Negotiate a solution
Intentions X Mechanics = Results
![Page 19: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/19.jpg)
Guiding Principles
Remember the three guiding principles:
1. Be Calm2. Be Patient3. Have Respect
![Page 20: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/20.jpg)
Bonus Tips
• Remove emotion and deal with facts - how you feel makes no difference
• Words like "I've noticed…“ and “Have you noticed…” are your friends
• In person is best – never use email and voicemail at all costs
![Page 21: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/21.jpg)
Conflict Resolution Wrap Up
• Conflict can be incredibly destructive to good teamwork if not dealt with effectively.
• Managed in the wrong way or ignored can quickly spiral out of control. You CAN control this.
• Conflict is best resolved by YOU not by someone else…Always.
![Page 22: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/22.jpg)
Active Listening
![Page 23: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/23.jpg)
Active Listening
• Make a conscious effort • Don’t allow yourself to become distracted.• Repeating their words mentally• Make sure you acknowledge them
![Page 24: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/24.jpg)
Become an Active Listener
• Pay Attention• Show that you’re listening• Provide Feedback• Defer Judgment• Respond appropriately
![Page 25: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/25.jpg)
Active Listening Wrap Up
• Hard to break old habits• Be deliberate with your listening and remind
yourself frequently that your goals is to truly understand what the other person is conveying.
• Ask questions, reflect, and paraphrase to ensure you truly understand the message.
![Page 26: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/26.jpg)
What can you implement today?
![Page 27: The Power of Questions](https://reader036.fdocuments.us/reader036/viewer/2022081512/568161a4550346895dd15f8f/html5/thumbnails/27.jpg)