From the time we have been infants, we have been taught to pursue the right answer. Our parents asked us to correctly identify pictures in a book. Teachers tested our understanding of a subject. We interviewed for jobs hoping to correctly answer the interviewers’ questions. Even in our leisure, we play games and watch TV shows that challenge our ability to answer questions.
It surprises me that we place so much emphasis on answers, considering an answer is only as good as the question that demanded it. An answer’s value comes from its ability to solve a problem.
Properly define the question
A useful answer is more likely if the problem is properly defined. Answers are limited by what we ask.
For example, when I go to the hardware store and ask, “Where are the doodads?” I will likely be shown the doodads.
But because I wasn’t sure what I needed for my project, a better question may have been, “I’m trying to accomplish X, what sort of doodad do I need to achieve that goal?”
To understand your team’s effectiveness, begin evaluating the quality of the questions team members ask. Successful teams not only ask a lot of questions, they learn to ask the right questions. So what makes a high-quality question?
It challenges assumptions
Take the question, “How do we improve morale?” This question assumes morale needs to be improved and that it can be improved. A better question might be “How do we know whether morale needs improving?”
It pushes us to consider new perspectives
Take a simple question such as, “What are the problems with our software?” Looking at the problem from another perspective, the question could be, “What aspects of our software do our customers adore?”
It encourages creativity
Imagine being part of a group trying to answer the question, “What should we do for this year’s holiday party?” Perhaps you’d rather be in the group working on the question, “What can we do at the holiday party that will create a permanent, positive memory for the guests?”
It focuses the team on the goal
When the question isn’t focused, the team wastes its energy addressing issues that aren’t pertinent. They struggle with global questions such as “How do we improve quality?” A better question might be, “In what ways can we use performance statistics to improve hold times in our customer call center?”
You get what you ask
When it comes to questions, it’s critical to remember that you get what you ask for. Successful teams are clear about what they want and ask questions to move them quickly toward their goals.
