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A Good Question

Sunday, February 21st, 2010

In our village we carry out various fund-raising activities
often for local charities and also for our church roof (yes, really).

It was at one of these events that I ran the bar. As an experienced
barmaid (a long time ago but I can still remember what to do) I felt I was well
qualified.

So there I was with my two colleagues armed with corkscrews
and bottles of beer.

The queue was long and the music was loud. As an ex-production manager I was proud of my extreme efficiency in serving our
customers as quickly as possible. I had laid everything out in an efficient
manner with all our tools at the ready and plenty of change.

I was just serving my fifth customer when my colleague,
Margaret, asked her customer, one of the fathers in the village: ‘What else can
I get you?’

Margaret isn’t a production manager; she’s a professional
salesperson. And it really shows. I was stopped in my tracks by that simple
question.

Questions

I have made it my life’s work to discover easy, simple ways
of dealing with others. As I have become more experienced, I have discovered
that questions are one of the most powerful tools you can have in virtually any
situation.

Why Are Questions So Powerful?

Because they change the way you think. They can spur you
into action or into inaction. They can change your mood and your mind. The key
is having the right question at the right time.

They are so much more powerful than just telling people.

Margaret’s Question

The best questions are the most obvious ones. They are
simple and work perfectly. Compare hers to mine:
‘What else can I get you?’
‘What do you want?’

My question was just a surface enquiry. It just asked you
for what you were already thinking of. Margaret’s question went much deeper. It
delved into the extra things that you weren’t going to ask for.

It assumed people wanted more. That question made the
people at the bar think what that was and tell Margaret. And so it increased our
sales.

Another Favourite

I have spent years gathering my favourite questions. Most
are really simple and apparently straightforward. This one is for some very
specific circumstances; when people aren’t doing what they are supposed to be
doing.

This could be when someone isn’t really pulling their weight
or when they haven’t done their chores around the house.

‘What’s your responsibility (in this situation)?’

The Story

There was a very nice lady, Serena, working for one of our
clients. She was good but there was nowhere for her to go in that company. I
suggested that she saw a colleague of mine who specialised in helping people
find new careers.

I saw her again about two weeks after she’d seen him. ‘How
did you get on with Jeff?’, I asked.
‘All he did was give me all these tests, tell me what jobs I
was suitable for and give me 30 advertisements for jobs.’ She said in slightly
annoyed tones.

I was stunned.
‘What is your responsibility now?’ I asked.

There was a very long pause. Nearly two minutes.

‘Oh, I suppose I had better apply for some of them.’ She
finished lamely. She did apply and she did get a job.

She had simply not realised that she had a responsibility.
Life had been handed to her on a plate up till that point. She had not had responsibility
so it took that question to get her to realise what was going on and what she
had to do.

It can be a life-changing question in the right
circumstances.

At Last

After many years’ work I have finally put together my
booklet on questions. It has my favourite questions in it and, used properly,
should be extremely useful to anyone who has to deal with others.

It’s not exhaustive, but, if you are a lover of the 80/20
rule, you’ll find the questions that should make the biggest difference in this
handy booklet. They are the kinds of questions that can be used in many
different circumstances and for many different purposes. I hope you like them.

For just one week, the booklet is on special offer to our
readers, we are giving a 30% discount on our normal booklet price of £6.25 (to £4.37).
You can find it on this page:
http://www.vinehouse.co.uk/question-techniques-sl01.php

To get your discount, use this code:

MARGARETSQUESTION

An Unfair Advantage

Tuesday, January 5th, 2010

First let me wish you a Happy, Successful and Prosperous New Year.

This week I was talking to Kathy, a friend in the village. Since I last saw her, she has taken up teacher training as a mature student. She’s really looking forward to teaching junior school children (8-10 year olds).

I asked her what the course was like. She sighed. She has had to do a long assignment. She didn’t mind the work; it was the writing up that was causing the problem. As an experienced scientist she is used to writing.

However, it seems that her tutor is not happy with her style. It is not ‘academic’ enough. I asked Kathy what her tutor meant by that and my friend said she didn’t know but suspected it might mean ‘use longer words’.

I asked her if she had asked the tutor to give her some more useful information. She had. She had even asked her tutor to give her an example of what she meant. The tutor told her that she couldn’t do this, because if she were to show Kathy a sample she would have to do the same for all her other students or Kathy would have ‘an unfair advantage’.  So she’d have to show the example to all the other students.

I was shocked.

What did this tutor understand her responsibilities to be? Did she think she was there to make it as difficult as possible for Kathy to learn the skills she needs? And what was all that rubbish about an ‘unfair advantage’? My friend had no problem at all with all her peers seeing an example. What was causing Kathy the problem was that the other students had all recently graduated so were much more familiar with an ‘academic style’ than she was (she graduated more like 20 years ago).

(I also wondered what possible use this assignment was going to be in giving her the skills to teach children.)

Why Do People (Teachers) Do This?

I wonder if it’s because they think learning should be hard and people should struggle. Perhaps it’s because they themselves struggled, or perhaps they think people should work it out for themselves.

Or perhaps they see their job more as marking papers and catching people out rather than enabling their students to get the best possible grade.

Working It Out For Yourself

The thing about this is that it is a very nice idea, but not everyone can work everything out by themselves every time (more about how to do this next week). A moment’s thought easily illustrates the point.

Newton worked out his laws of motion himself, but it took him quite a while (many years). Einstein worked out his theory of special relativity himself, but that took him some time too and I think you’ll find both were quite clear that they couldn’t have done it without ’standing on the shoulders’ of others.

We don’t have time to work out all these key things ourselves. The job of a teacher is to give us the tools and information we need to do this. This includes drawing our attention to the relevant specifics.

Helping You To Work It Out

In preparation for my skiing holiday I bought Timothy Gallwey’s book, ‘Inner Skiing’.  I have long admired his approach to learning and coaching. He tackles this topic with great skill. He explains that the coach needs to help the learner focus their attention in the right area (or shine the light on the right area as he puts it) so that the individual can learn.

This narrows down the field but does not rob you of the experience of working it out for yourself. What it does is make learning easier and more fun.

On a personal note, if you are a skier of any level of skill I would highly recommend this book. My friends noticed quite a leap in my skiing skills this year and it was purely as a result of reading this book. (When I say ‘leap’ I don’t mean to say I was making jumps or anything like that….). More on that next week.

The neuroscience I am familiar with (and you will have read about here on many occasions if you have been getting this for a while) backs up his approach completely.

By saying that the report must be more ‘academic’ the tutor has not narrowed the field enough for my friend. (Or for me – I don’t really know what she means.) She needs to give my friend a piece of text, it can be on any subject at all, but needs to be in the correct style (whatever she thinks it is) and then ask my friend a question that will focus her attention in the right direction.

It’s Not That Easy

Of course I’m making it sound easy, but helping others to learn is a great skill. It’s very much about asking the right question. This takes a lot of thought and practice.

But It Works

I once met Timothy Gallwey. I asked him for some advice with a client we’ll call Mike. He had a student working with him for a while. The student had a very poor level of meetings skills and was also very shy. Mike wanted to help him improve his skills, but was concerned about upsetting him.

Tim suggested that Mike ask the student to identify what he thought were effective and ineffective meetings behaviours over the following two weeks.

Two week’s later Mike gave me a ring.  ‘You’ll never believe this,’ He said. ‘That student came to see me this morning and said ‘My meetings skills are really bad, can you help me?”

With not much help the student improved drastically.

As Tim explained to me, all the student needed was for his awareness in the right area to be raised. From the neuroscience we know that this means he was then getting the correct feedback in order to learn.

Poor Teaching

Just telling someone that their writing needs to be ‘more academic’ is sloppy and lazy, or it could just be a very poor level of skill. Whichever it is, it’s a very poor example to set to someone training to be a teacher.

What’s even worse is that, when asked the right question, this tutor did not give any useful information. In other words when asked what the difference was between my friend’s style and the ‘academic’ style, she did not give an answer.

It’s hard not to conclude that she doesn’t know the answer herself.

And that’s the beauty of the questioning style to assist learning. You don’t have to know the answer. Just the question. So all the tutor had to do was to provide an example and ask Kathy what she thought the difference was.

Have you ever been in the same situation as Kathy? Let me know. What did you do about it?

———————————————————————–

You may be interested in our:

Teleseminar on Dealing With Poor Performance

12 January (or the recording if you can’t make the date)

This one hour session will include:

  • What poor performance is
  • How to Identify it quickly
  • What to do about it
  • If you are the manager – how to manage these situations
  • If you are the individual – what to do to make sure you are fairly treated and you meet the required standards

You will also get a full set of notes and have access to the MP3 of the recording as soon as it is available, along with a full transcript of the session. You can just phone in.

It costs £25 (including VAT) and you can sign up using this link.

http://tinyurl.com/y9lubwz

Once you have signed up we’ll send you all the details. If you come along and don’t find it useful, we’ll completely refund your money, just as we will with any product or service you are not happy with.

Can You Resist A Marshmallow? How do you feel?

Saturday, November 14th, 2009

You will probably remember the experiments carried out by Walter Mischel about 40 years ago at Stanford University. He gave a group of four-year-olds a marshmallow and promised them another one if they had not eaten the first one when he returned 15 minutes later.

About one in three of the children managed the task successfully.

Enron?

My favourite was the boy who was given a biscuit made up of two halves stuck together with some kind of icing. As soon as the experimenter had gone, separated the two halves and licked the icing, then stuck the biscuit back together again. We wonder if he later became a senior manager at Enron.

In follow up studies Mischel discovered that the ability to wait, or to ‘delay gratification’, is about the most effective predictor of success.  It out performs IQ by a long way.

Why Does Waiting For A Marshmallow Predict Success?

In a lecture I attended recently at the NeuroLeadership Summit, Matthew Lieberman, Ph. D, who works in the field Social Neuroscience, looked at these experiments and explained what was going on in the brain as far as his research shows.

Your Options

When you are trying to resist some kind of immediate reward in favour of a long-term benefit you have various options:

Distraction – Focus your attention elsewhere on something that will keep you occupied. This works because you only have a small amount of space in your working memory to think about anything, so using it up with one thing means you have no space for anything else.  Unfortunately, thought, next time you face the same situation you have to do the same thing again so there is no learning. It also impairs your thinking skills at the time (and even later).

Suppression – (The ’stiff upper lip’ here in the UK.) This can be effective, but is quite hard work. It also increases stress.

Reappraisal – This can work well and give you a new insight into a situation. However, it only works if you believe it. If you do, it can work in other situations too.

Detachment – This can have radically positive or negative connotations, depending on what you do and how you do it.

Walter Mischel was able to teach the children a technique that was effective. He got them to imagine a picture frame around the marshmallow and think of it as a picture. At the age of four, your prefrontal cortex has not developed enough to come up with this idea, but is developed enough to learn it and put it into practice.

The Problem You Face

This is the activation of your amygdala. It’s a part of your brain that is activated when you feel a strong emotion. It’s like your personal alarm system. The more activated it is, the stronger the emotion. So the key is to find a technique that somehow reduces the activation (or turns off the alarm), once you have been alerted.

It turns out that the part of your brain able to do this is the Right Ventrolateral Prefrontal Cortex (RVLPFC). In someone who is good at keeping their emotions under control, the activation of this area and the amygdala behaves rather like a seesaw. As the RVLPFC goes up, so the activation in the amygdala goes down.

It’s something you can learn to do.

What is even more interesting about this area is that it suppresses other things too. It’s the area of the brain affected by Tylanol or Ibuprofen that reduces physical pain.

So what Dr Lieberman and his colleagues found was that if you are suppressing one kind of thing others are also suppressed.

Feeling Worse

It’s also offers and explanation as to why why, when you are ill or in pain, you are more likely to feel lonely or upset. Or conversely when you are lonely or upset, pain is likely to be worse then when you are happy and cheerful.

Your Grandmother Knew This

As is often the case, it’s the kind of thing most of use ‘knew’ anyway, but it’s good to have a scientific explanation that shows us why it’s a good idea to visit someone who is ill or upset and cheer them up.

Inhibiting Your Response

A friend of mine is currently, very bravely, undergoing treatment to get over her fear of going to Tesco’s (a supermarket here in the UK). Now you may be thinking that you don’t like going there either, but for her, it’s a really serious problem. However, she has been going and conquering her fear. What she’s been doing in effect is training her RVLPFC to take control and it should and she’s making excellent progress.

What’s really interesting is that if I got you to inhibit a physical response; that would also inhibit any emotional responses that you have, because these are all run by that same part of your brain. Once it starts inhibiting it acts on everything. So if you inhibit your desire to hit someone, you will start to feel less angry. Hitting them won’t do that. If you reduce your feelings of anger, it will be easier not to hit them.

Labelling Helps

It seems that labelling the emotions you feel activates the RVPRC and prompts it into suppressing unhelpful emotions. Interestingly this is more effective for men than it is for women.

Dr Lieberman thought this might be because women talk about their emotions more than men in general. I think most of us would agree to that. What is particularly interesting is that, when asked, people say that they don’t think talking about how they will feel will help. But when he measured the activation of the amygdala in their brains, it clearly did help.

So come in guys, tell us how you feel! It really does help.

The Surprising Effects of Rudeness

Tuesday, June 2nd, 2009

‘Manners Maketh Man’

I was often told this by my grandmother. It seems manners do a lot more than that – or rather the lack of them is worse than you may have thought.

Here’s a study on the topic that may interest you by Dr Amir Erez at the University of Florida

He and his colleagues tested the impact of three scenarios involving rude behaviour on a series of tasks measuring creativity and memory skills. Their guinea pigs were 275 students enrolled in management classes at UF and the University of Southern California.

In one test a stooge student arrived late to an experiment. After the student had apologised, explaining another class had finished late, one group of students then witnessed the experimenter rudely criticise the student and say he was unprofessional. The control group just saw the student being told he was too late to take part and being dismissed.

A second set of students was sent to a room where they were expecting to take part in a test. A small sign that was deliberately easy to miss was posted on the door redirecting them to another room.

Some of the students were politely redirected by the person in the room. The others were told: “Can’t you read? There is a sign on the door that tells you the experiment will be in (another room). But you didn’t even bother to look at the door, did you? Instead, you preferred to disturb me and ask for directions when you can clearly see that I am busy. I am not a secretary here, I am a busy professor.”

In the last study the students were told just to imagine themselves in one of these situations.

The Impact

Compared to the control group, the students who were treated rudely, or even imagined they had been, had reduced problem-solving skills, helpfulness and levels of creativity.

Why Does This Happen?

Amir Erez, who carried out these studies, says it’s because your thinking skills are impaired, even when they are just witnessing the event. Even imagining it reduced performance and the willingness to be a team player.

“In all three studies, we found that relatively minor incidents of being rude to people influences their functioning. It influences their performance on creative tasks, and on complex tasks. It influences helpfulness and it was consistent across the three studies” he said.

Can It Really Be That Bad?

Yes. The reason for this is that just minor levels of stress have a big impact on how your brain works. It all goes back to what happens in your brain when you perceive a threat. Parts of your brain get shut down. This literally makes it harder for you to use your normal range of thinking skills.

The Link Between Emotions and Thinking

There is good reason for this. Emotions are in part there to tell you where to direct your attention and energy. If you feel threatened then your energy and attention need to be directed to reduce the threat. Not much is left for being creative, helping others or problem-solving.

Your Best Teacher

Remember when you were a student or at school? Who was the teacher you liked the most? What did you like about that person?

I’ve asked this question many times. Think of your own answer before reading on.

Most people will give a description talking about what the teacher was like: ‘Good fun’ ‘Enthusiastic’ ‘He made me feel excited about the subject.’ Or ‘We were always relaxed with him.’ Or ‘She made the subject really interesting.’

They will describe their feelings. Very few ever say ‘He had a really good way of explaining quadratic equations.’

Now think of your worst teacher. What did you dislike about him or her? Often people will tell me the lessons were ‘boring’. Or ‘He really frightened us.’

What’s Going On Here?

An often neglected skill of teachers is that of eliciting emotions. In other words, getting people into the right emotion to learn. Astonishingly, this has a greater impact than their knowledge of the subject.

You will know this if you have had a teacher who knew their subject inside out but was still boring. (I remember a few of those myself.)

‘Boring’ is the emotion that tells you that the task you are involved in is of no use to you and not worth putting energy into. That’s why it’s so hard to concentrate on something you find boring.

Your brain is telling you not to.

‘Interesting’ is the emotion that tells you it’s worth paying attention and expending energy on this topic.

It’s The Same With Managers

Managers need the skill to elicit the right emotions from their team so that the job gets done and people are able to use their brains most effectively.

It turns out that being rude or even allowing rudeness in their team is completely counter-productive.

I suspect very few are aware of just how damaging this behaviour can be. Well, let’s hope they are unaware of it – I’d hate to think managers were deliberately going round reducing the performance of their teams.

What Can You Do?

Have clear standards. Many organisations have values or capabilities or competencies and behaviours. Unfortunately they are often vague, woolly and open to interpretation. For example: ‘Act with respect towards your colleagues.’

You need to make sure that these are written down so that everyone can understand them and knows what they need to do in order to meet them.

People also need to know what to do if someone is not meeting the standards.

You need to help those whose behaviour is below the required standard.
First, be aware that people who behave like this are generally as unaware of their behaviour as they are of the impact of it. They will need some coaching or training. Often, just bringing it to people’s attention is enough, but other times people need more support.

Most importantly, those at the top need to set the bar. They need to lead by example in any situation.

It Can Be Tough

Yes, this can be very difficult, but just think of the benefits: increased creativity, problem-solving skills and teamwork. Who would say ‘No’ to that at the moment?