The Best Answer Begins with the Right Question

It has just come to your attention that a customer filed a complaint about Mr. Smith, one of your employees. While your gut tells you that the customer may have overreacted a bit, there's enough information to warrant a meeting with Mr. Smith. You know from past experience that he's somewhat sensitive to criticism, but you have several legitimate concerns. How can you get the information you need without triggering a negative response from Mr. Smith?

You are meeting with a vendor who's behind schedule and over budget on a project. You don't want to jeopardize the job and you don't want to burn a bridge with this company. However, you're not at all satisfied with the way things are going and you need to take some answers back to your VP of Operations. What is your best approach?

It takes cooperation between every person involved to ensure the smooth operation of a company or organization. This is no small task and in the process there are likely to be ongoing interpersonal challenges. Whether you need information to help you address the need of a customer, resolve an employee issue, or effectively remedy a concern with a vendor, asking the right questions in the right way and at the right time can make all the difference.

Good questions help everyone involved work toward a