3 Questions for Managers and Executives Should Ask

I often find when I speak with managers and executives there is a disconnect between their reality of the “front line” and reality, i.e. what actually happens on the frontline or “shop floor”.  Managers and executives believe they know what is going on in regards to work flow, how the work is carried out and the culture of their workforce.  Their belief is based on their perception.  They probably at one time did the job, so they think they know how it’s being done.  Or, they know what the policy says so they assume policy matches reality.  You may be wondering if the disconnect is a problem?  Well, it’s hard to keep a ship on course if the wheelhouse isn’t connected to the rudder. 

I help organizations solve problems that negatively affect productivity, efficiency and safety. When I first interact with employees of the company regardless of title I have discovered three questions that tend to identify the issues and help me get an accurate pulse of the company.  I want to share these three questions as I believe you will find them very helpful to stay in touch with reality:   

1)      “How can I help you?”

This is a very simple and powerful question.  Asking how to help immediately engages the person and opens up the line of communication.  I want to help you but to do so I need to know what you need help with.  I’m not a good mind reader so I don’t assume to know the problems you have.  Offering solutions that don’t have any bearing on the problems will only serve to create more problems and confirm your frontline employees’ perception that you’re out of touch.   

2)      “Why are we doing it this way?”

I ask this not to criticize but to learn.  Asking “why” get employees engaged and shows them their voice matters.  It is their voice that will result in the changes, the new systems and structures that will occur.  I want them to take ownership for it every step of the way.

3)      “Are we living out our values in the way we do our work?”

You may think it doesn’t matter to a consultant whether or not the people within the company are living out their values—but it does.  I ask them are about values and how they are being demonstrated—by them, their co-workers and their leaders.  It tells me if the leadership of the company is supporting their employees with the same values their company espouses.  Is the frontline getting everything they need to do their job well?  If so, it shows the organization respects and values their employees.

These three questions provide me with the pulse (reality) of the organization.  They will also provide you with the same reality.  Knowing what is truly going on on the frontline is invaluable information for consultants and leaders of all organizations.