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If you've been reading e-tips for awhile, you know that powerful questions lead to more meaningful performance conversations. You can't do all the talking and expect an employee to really buy in to your ideas. You have to engage them in the exchange. For most of us but those highly skilled inquisitors, forming thought-provoking questions on the spot can be a challenge. It's a skill that takes some effort to develop. Over the next few months I'll offer tips for developing strong questions off the top of your head. Here's the first tip for creating powerful questions:
Use the context of the situation to paraphrase what has been said
and leverage the conversation in a new direction.
By restating in your own words what the employee has said, you let them know that you have listened. It also insures that you will respond in a way that is in line with their perspective. If your paraphrase is not correct in their eyes (or ears) they'll let you know and you can redirect your response accordingly. Paraphrasing is easy. Just tell the employee what you just heard and then follow that with a question that will direct the conversation where you need it to go.
Example: "You say that the workload has become too heavy and that it is
unreasonable to expect that you can complete all of these tasks in an eight
hour day. Can you give me some examples of what tasks are more difficult to
accomplish recently?"
Example: "I know you have been struggling lately with Arlene. You have had several
conflicts recently and now the two of you are not speaking. What is it going to
take to get the two of you on productive working terms again?
When we forget to paraphrase we run the risk of misinterpreting the other person. When we misinterpret (something we all do daily) we create a gap between us and the employee. Take the time. It's worth it.
About the author
Author: Marnie E. Green, Chandler, Arizona, USA
Marnie E. Green is Principal Consultant of the Chandler, AZ-based Management Education Group, Inc, Arizona. She is the author of Painless Performance Evaluations: A Practical Approach to Managing Day to Day Employee Performance, published by Prentice Hall. The book has been honored with a Glyph Award for Best Business/Career Book and was a finalist in the management category of the Best Books USA Awards. Green is a speaker, author, and consultant who helps organizations optimize their talent pool. For more information about Green visit www.managementeducationgroup.com
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