The Best Answer Begins with the Right Question
The question is the most important part of any answer. The right question will lead you to find the best answer, and every time you ask a bad question, it costs you valuable time.
What's even worse? Bad questions are contagious! If your customers and employees are asking bad questions, they're robbing themselves of vital information and wasting precious time. Here are five of the worst questions, along with the best answers to each.
"Can you…?"
Sometimes the best answer is "No," but if it's not a really good question, you'll never know. When employees ask this question, they have no way of knowing whether or not the recipient can do what they're asking. Plus, it's likely that once an employee asks this question, those around him or her will think of more things that need to be done—things the employee probably doesn't know about.
The better answer: "I need…"
It's up to the person who asked for help to state what he or she needs. Only by making the need clear can you be sure that those around you will understand exactly what they're supposed to do.
"Why?"
Questions that start with "why" are usually asked as a way of passing blame or judgment. Engineers in particular are famous for asking "why" over and over. In some cases, this can be helpful—it may help identify a missing step that needs to be taken—but frequently, it's a way for the engineer to avoid taking responsibility for solving the problem at hand. Asking why can come off as accusatory and does nothing but create conflict.
The better answer: "How can we…?"
Asking how to solve a problem is a much more effective way of getting an answer than asking why the problem exists in the first place. Asking how gets you thinking about solutions and helps you begin moving forward. Plus, it's easier to acknowledge an error when someone asks you how to fix something instead of why it broke.
"What if…?""
This question is dangerous because it often leads to "what if" questions that spiral out of control into a series of improbable scenarios. In an effort to anticipate every possible outcome, people who ask this question skip over the important issues and instead focus on things that probably won't happen anyway.
The better answer: "Let's try something different…
Sometimes, what if questions are really good questions. This is particularly true in business where you need to test out new ideas and see how they pan out. Take the time to ask a few "what-if" questions before jumping to conclusions, especially when it's your job to make an important purchase with your company's money.
"Why don't you…"
This question attempts to shift the burden of responsibility from one person to another by placing the entire blame on another person or department. Instead of taking the responsibility upon themselves to fix something, people who ask this question expect someone else to do it for them. The better answer: "It's my job to…"
People who are good problem solvers don't have time for this type of thinking, nor should they. Blaming other people and departments for your mistakes is a surefire way to get yourself in trouble and possibly lead you towards a poor decision. The only way you can avoid these kinds of questions and situations is by becoming an expert at problem solving .
"The best answer begins with the right question." – Thomas Watson Sr.
In the end, asking the right questions means less time is wasted. It's not easy to change the way you think, but once you make it a habit, your business will run smoother, your employees will be happier, and your customers will notice. So ask yourself this question: If I could ask only one question at work each day to get better results, what would that question be?
Ask yourself other questions along the way – for example: How can I make myself better at asking questions? What kind of questions do people like me tend to ask? – and you'll start on a path towards success that only leads upwards.
What's the best question you've ever received in return?
"Can I ask you a question?"
By putting your finger on the trigger and asking yourself this common question, you're guaranteeing that your company will not be happy with the outcome. When your employees come to you with questions about their job, they're really asking for help. Help them to solve the problem by letting them know that it's their right, and then help them see a way forward.
The better answer: "I need your help."
It's up to the individual who asks for help to state exactly what they need help with . This guarantees that you'll know right off of the bat what to do. It also shows your employees that you value their input and understand the value of their experience.
"What are we going to do about this?"
This type of question is a waste of everyone's time, particularly because it causes people to avoid action and instead procrastinate. Asking this question usually can be answered by saying "nothing," "we'll figure it out later," or simply not answering at all. If your employees don't hear an answer, they'll keep asking the question until someone finally gives one—which will probably be something they're not happy with.
The better answer: "Let's get started.
Figure out exactly what needs to be done and start doing it. As long as you're moving forward, you can't make a mistake. Spend the least amount of time worrying and the most amount of time executing . This keeps your employees from thinking about problems too much, avoids making errors, and gets things accomplished.
"How can we…?"
This question is one of the best ones you can ask because it encourages collaborative work and lets you know exactly what your employees are thinking—both of which are essential to problem solving. The only possible downside to this question is that it might inspire your employees to come up with some solutions that aren't useful.
Conclusion
So the next time you want to ask a question at work, keep in mind that the way you frame your question can have a massive impact on the outcome and success of whatever it is you're asking.
Boo-tay.
A perfect example of this would be what "The Goof" does in How to Train Your Dragon . When Hiccup asks him how he's going to solve his problem ("We need to build that dragon!"), he responds by showing him an impossible and ridiculous solution: "Let's climb up on this rock." This not only wastes Hiccup's time but also sets off a chain reaction for how much further he'll go when going through with his ridiculous idea.