Questions Every Manager Should Ask

During a recent visit to a client company, I was asked to spend some time with a newly appointed manager. This individual had been an employee for several years and had distinguished herself as a top performer. When an opportunity presented itself, she was rewarded for her good work and was promptly promoted to department manager. This, despite having no formal training or preparation for her new role as a manager. Sound familiar?

In the early stages of our discussion, I asked about her new role and how she felt about being promoted. Naturally, she was excited about the step up and grateful for the confidence company leadership had shown in her. As the conversation progressed, she also indicated a bit of apprehension. She told me she planned to meet individually with each of her five direct reports and she wondered what she should say to them to get her new role off on the right foot. I suggested that instead of working on what to say, she might instead work on what to ask.

It's long been noted among top sales professionals that asking the client/prospect the right questions and in the right order (open questions designed to get the prospect talking) is a far better process for learning about the prospect’s needs, challenges and opportunities than simply telling them about your products and capabilities. The same is often true for working effectively with direct reports.

In our management development workshops, we often conduct role-playing exercises designed to simulate real-life workplace dialogues and discussions. Through those experiences, we’ve developed a list of questions managers (experienced managers and those new to the role) may use to create a useful exchange and to gain insights into what is on the minds of their direct reports. Here are a few:

“I could do my job better if I……….”

1. Didn’t have to…….This is designed to get at obstacles or impediments that may be in the way of the team member working effectively. It may also reveal processes, procedures, protocols, which made sense when they were first developed (maybe) but are no longer needed.
2. Knew more about…..May help reveal key training issues that are lacking or, at the very least, might indicate a desire on behalf of the employee to understand the bigger picture.
3. Got more cooperation from…..Can reveal communication gaps or internal silo problems. Can also indicate/expose uncooperative team members.
4. Had the authority to…..Responsibility without authority is a surefire way to frustrate even the most engaged employees. Streamlining certain levels of decision making can expedite processes while showing confidence in key team members.
5. Wasn’t worried about….Workplace stress is on the increase as uncertainty and a rapidly changing operating environment combine to leave staff members worried about their status and their future.

These are just a few of the questions managers can use to prompt a meaningful discussion with their team members. Of course, the hard part follows. First, the ability to listen without judgement or emotion. Second, the ability to facilitate changes that address these issues and concerns.

For a complete list of “Discussion Starters…Questions for Managers,” email me at joe@ajstrategy.com