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The Power of Questions

The Power of Questions. Michael Avery, Chief Operating Officer ARMA International. Session Objectives. Power of Questions Conflict Resolution Active Listening. Power of Questions. People talk when they feel safe and genuinely care

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The Power of Questions

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  1. The Power of Questions Michael Avery, Chief Operating Officer ARMA International

  2. Session Objectives • Power of Questions • Conflict Resolution • Active Listening

  3. 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

  4. Power of Questions “People do not do things the way you do, even when you think they should.” Why?

  5. Questions for Better Relationships • Use as kick-off meetings • Ask about work habits and planning • How to work well together • On-going discussions

  6. 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

  7. 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

  8. 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"

  9. Say Thank You Thank You is always the right answer!

  10. Bonus Tips • Treat your coworkers like customers • Relationships require maintenance  • “How is it going?” is a greeting not a question • Real relationships require courage

  11. Trust • Is earned not awarded • Organizations aren't too different from families • Relationship killers • Gossip • Breaking your word • Not telling the truth • Withholding information

  12. 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

  13. Conflict Resolution What creates conflict?

  14. Conflict Resolution People fear loss/change • Control • Comfort • Job • Embarrassment

  15. Resolving Provides • Increased understanding • Increased group cohesion • Improved self-knowledge

  16. Conflict Styles

  17. 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

  18. Conflict Resolution Process • Set the scene • Gather information • Agree on the problem • Brainstorm possible solutions • Negotiate a solution Intentions X Mechanics = Results

  19. Guiding Principles Remember the three guiding principles: • Be Calm • Be Patient • Have Respect

  20. 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

  21. 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.

  22. Active Listening

  23. Active Listening • Make a conscious effort • Don’t allow yourself to become distracted. • Repeating their words mentally • Make sure you acknowledge them

  24. Become an Active Listener • Pay Attention • Show that you’re listening • Provide Feedback • Defer Judgment • Respond appropriately

  25. 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.

  26. What can you implement today?

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