approachable management Archives - Page 2 of 2

People need permission.

Permission to open up.
Permission to request help.
Permission to offer feedback.
Permission to share their victories and mistakes.
Permission to volunteer information and voice concerns.
Permission to discuss workplace problems before they snowball.

Most importantly, they need permission to ask questions.

BUT HERE’S THE CATCH: your employees, affiliates, team members, students (or whomever else you serve in your organization) are ONLY going to give you credit for what they SEE you DO consistently.

Therefore, you must provide them with constant reminders that they work in a question-friendly environment. Here’s a list of four ways to increase the approachability of your organization:

1. Make anonymity optional. It’s important to give employees, customers and members the option to remain nameless. This will increase the probability of a question being asked.

For example, you could introduce an anonymous question box, (NOT a suggestion box, but a QUESTION box) or a secure online forum or a name changing policy for all questioners.

REMEMBER: people tend to speak up when their name isn’t on the line.

2. Diffuse defensiveness. Yes, it ALWAYS exists. Consider these suggestions:

*Instead of saying, “Does anybody have any questions?” consider saying, “What questions do you have?” It’s less threatening.

*Encourage people to write their questions on cards ahead of time and pass them to the front. This approach is less aggressive and diverts attention so people aren’t put on the spot.

*If you’re holding a group meeting, having a one-on-one interview or delivering a speech, make sure to say, “We’ll have plenty of time for questions at the end!” or “Feel free to ask questions at any time.” That way people can prepare themselves.

REMEMBER: your primary task is to make the other person(s) feel comfortable.

3. Post past questions. On your website, in your marketing materials and all around your facility/office/building, post lists of frequently (and infrequently) asked questions and their answers.

This tool accomplishes several goals. First, it’s a VISUAL representation of your question-friendly environment.

Secondly, it immediately addresses the key issues faced by the people you serve.

Thirdly, it builds a foundation of comfort and enables people to move past their primary concerns.

Ultimately, your employees and members will start to ask more specific, more penetrating questions, now that they’ve been given permission to do so.

REMEMBER: pose the first question and people will follow.

4. Be curious, not judgmental. This is the foundation of approachable managmenet. After all, “if people can’t COME UP to you; how will they ever get BEHIND you?”

So, honestly ask yourself: Are you genuinely curious to hear people’s answers?

If not, don’t bother asking. See, we live in a sort of “Gotcha” Culture. And it’s easy for people to assume that your questions are just a means to an end. Just a way to catch them in the act.

So, give signals to people that you’re their PARTNER, not PERSUADER.

Prove to them that questioning is merely a small part of the discovery process. That way, they’ll perceive your questions as helpful, not threatening; curious, not interrogating.

REMEMBER: ask with the intent to listen and learn, not to control the conversation.

LET ME ASK YA THIS…
How does your organization create a question-friendly environment?

LET ME SUGGEST THIS…
Share your secrets here!

* * * *
Scott Ginsberg
That Guy with the Nametag

Wanna write a book?

If so, perhaps I could help on a more personal, one-on-one basis.

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Why?

It’s THE crucial question.

It fuels creativity.
It generates answers.
It promotes discovery.

In fact, asking, “Why?” has probably enabled more businesses, more organizations and more people to explore more ideas than any other question in the universe.

That being said, I’d like to spend a few minutes talking about the potential dangers of the word WHY.

Because as routinely as that word is used, it’s valuable to understand the possible negative implications. Especially if you hold a managerial or leadership position.

1. WHY? … can be seen as criticism.
Especially if you use the wrong tone of voice or body language.

2. WHY? … can make people feel defensive.
Especially if it conveys judgment, not curiosity; accusations, not observations.

3. WHY? … can force someone to justify his actions.
Which can be tough, because people don’t always know why they do stuff. They just do. And sadly, they (sometimes) don’t give much thought to their motives.

4. WHY? … can be internalized as a personal attack.
This goes WAY back. See, during a child’s socialization process, he hears things like: “Why did you do that?” “Why didn’t you listen to me? “Why did you disobey me?” And these feelings are ingrained in their minds forever.

5. WHY? … can be easily countered with “because.”
Because I just DID! Because I just don’t understand! Because I felt like it! Because I said so! Sound familiar? Sound frustrating? See, these “because” answers, while valid, still offer very little information. Plus, they sort of leave you nowhere to go in the conversation. It’s best to avoid the possibility of “because.”

SO, THAT’S THE BIG CHALLENGE: what do you say instead of, “Why?”

I’m glad you asked.

HERE’S THE FIRST SECRET: instead of asking, “Why?” ask, “What?”

WHY … produces generalizations, rationalizations, justifications.
WHAT … uncovers information, specification and motivation.

What, not why.

HERE’S THE SECOND SECRET: use variations like “what,” “how,” “when,” “which,” “where.”

They’re more objective, less defensive and enable you to depersonalize the question.

What, not why.

HERE’S THE FINAL SECRET: consider these alternative Phrases That Payses:

DON’T ASK: “Why did you…?”
DO ASK: “What was your reason for…?”

DON’T ASK: “Why would you…?”
DO ASK: “How could you have done it differently to avoid this error?”

DON’T ASK: “Why didn’t you…?”
DO ASK: “Where could you have gone to follow the proper procedure?”

DON’T ASK: “Why couldn’t you…”
DO ASK: “What, specifically, were you confused about?”

DON’T ASK: “Why weren’t you…”
DO ASK: “What factors went into your decision to…”

What, not why.

Practice using these alternatives to the often accusatory, potential dangerous “Why?” And as a result, you’ll give people permission to feel comfortable volunteering the information you need to know!

LET ME ASK YA THIS…
What do you use instead of “Why”?

LET ME SUGGEST THIS…
Share your Phrases That Payses here!

* * * *
Scott Ginsberg
That Guy with the Nametag

Enjoy this post?

If so, perhaps I could help on a more personal, one-on-one basis.

Rent Scott’s Brain today!

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Tag: approachable management

4 Ways to Create a Question-Friendly Environment

The problem with WHY