How to Know Everything
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Transcript of How to Know Everything
How to Know Everything
Program Manager Meeting
12/10/2010
Questions for the Team
• Do you know how to do your job?
• Do you find you know why things occur?
• Do you find your assumptions are generally right?
• When a problem occurs, do you know how to solve it?
• Do you think you have the answers?
Scenarios
• Jane is absent again. She’s always absent. We can’t do our work if she’s not here. We need to replace Jane…
• John’s productivity is always low. I saw him in the hall on the phone again. It’s time to write him up…
• That regional is such a pain. She/he’s always pushing back and letting me know my people are wrong. I wish…
Problem Management
• When we face a problem or conflict– We seek answers and solutions– We take what we know and apply it– We want to end it and move forward
– It’s just natural to respond this way
– What are we doing when we act this way?
Judger Thinking
• If we act without questioning– We move forward based on our assumptions– We never really learn what’s occurring– We never learn new ideas– We never gain new results
– Think about a problem you hear about every week…
Question Thinking
• Transforming our thinking, action, and results through skillful question asking
• Questions we ask to our self– Questioning our assumptions and idea
• Questions we ask of others– Seeking to understand what others think and feel
• Questions that generate more questions• Putting off finding the answer• Discussing possibilities• Trying new ideas and asking more questions
Important Terms
• Blame – someone is wrong– Keeps us stuck in the problem, in the past
• Responsibility – some one is accountable– Lets us move forward, lets us find different solutions
• Judger– Acts based on assumptions – Knows how to solve the problem
• Learner– Acts based on facts– Asks questions to find a solution to the problem
Outcomes
• Judger – Future is recycled version of the past– If we apply the same action, we’ll have the
same outcomes
• Learner– Different thinking = different action = different
outcomes
First Steps
• Become a self observer– What am I doing, judging or questioning– What am I feeling, frustration or curiosity
• Ask someone if you’re not sure
• Agree there is no right or wrong– Its not about being right, it’s about achieving the goal
• Agree there is just:– What happens / happened– What we do with what happens / happened
Self Observation Helper
• Judger Mode– Self-righteous– Arrogant / Right– Superior– Defensive– Put others down– Put our self down– Negative or grumpy– Physical reaction: breath
heavy, stiff body– Mental reaction: hopeless,
frustrated, pessimistic, uptight, depressed, victim…
• Learner Mode– Open to feedback – Eager for interaction– Team member– Help others– Seek to understand others
and self– Positive and excited– Physical reaction: breath
slowly, relaxed body– Mental reaction: future
focused, positive, relaxed, responsible…
Mindsets
• Judger– Judgmental
– Reactive
– Blame focused
– Know it all
– Inflexible / rigid
– Personal perspective only
– Defends assumptions
– Possibilities are limited
– Protective
• Learner– Accepting– Responsive– Thoughtful– Flexible / Adaptive– Values not knowing – Inquisitive– Considers another’s
perspective– Questions assumptions– Possibilities are unlimited– Curious
Relationships
• Judger– Win-lose
– Debates
– Feels separate from others
– Fears differences
– Feedback is perceived as negative / rejection
– Listens for differences, right/wrong, agree/disagree
– Seeks to attack or defend
• Learner– Win-win
– Dialogues
– Feels connected to others
– Values differences
– Feedback is perceived as helpful/worthwhile
– Listens for facts, common points, understanding
– Seeks to resolve and create
Question Management
• Question Everything– Ask questions – Seek input
• Ask questions 80% of the time
• Tell others to act 20% of the time
Questions
• Judger – What’s wrong
– Whose fault is it
– What’s wrong with me
– How can I prove I’m right
– How will this be a problem for me
– Why is X so stupid and frustrating
– How can I get control
– Why bother
• Learner– Why do we do it this way– What am I responsible for– What can I control– What do I want– What can I learn – What are the facts– What’s useful about X– What is the other person
thinking, feeling, and wanting
– What’s the big picture– What’s possible
More Learner Questions
• What are my choices
• What assumptions am I making
• How else can I think about this
• What can I learn– From this person or
situation
– From this success
– From this failure or mistake
• What action steps make the most sense
• What questions should I ask– Myself – Others
• How can I turn this into a win-win
• What’s possible• What am I missing or
avoiding
Why It Matters
• You can’t help someone in judger mode– You have to ask questions to help someone
• You can’t help yourself in judger mode– You have to ask questions to learn
• You can’t gain different outcomes in judger mode– You’ll just do what you’ve always done
• You can’t become better in judger mode– You learn and grow by asking questions
• The mode you’re in impacts the mode of others
Switching to Learner
• Switching questions– “How else can I think about ______?”– “What do I need to know about _______”– “Am I feeling frustrated? “– “Is it time to pause?”
• This is a moment to moment process– You’ll jump into judger naturally
• Questions – Cause us to become curious– Move us away from frustration and blame
More Switching Questions
• Am I in Judger• Is this what I want to feel• Is this what I want to be
doing• Where would I rather be• How can I get there• Is this working• What are the facts• What’s surprising• What humor can I find in
this situation
• How else can I think about this
• What assumptions am I making
• What am I missing or avoiding
• How can I be more objective and honest
• What is the other person thinking, feeling, wanting
ABCC Choice Process
• Aware– What mode am I in: Judger / Learner
• Breathe– Is it time to pause, step back, and gain objectivity
• Curiosity– Do I have all the facts? – What’s occurring here?– What else do I need to know?
• Choose– What mode do I choose to be in?
Team Work
Common
Goals
NHA
DCN Team
Dietary Team
HRC
RVPO
Region Team
Business OfficeTeam
DON
Social Worker
H & LTeam
MDS Team
Maintenance Team
Rehab Team
Sales Team
Learner Alliance
• Create an environment of questioners and learners– Ask the team to question storm when a problem
occurs– If you hear judgment, ask questions
• How can we avoid being judgmental• What do we need to know about the situation• How can we ensure all members are comfortable
asking for help
Learner Alliance 2
• Ask the team to share learning experiences
• Share your own learning experiences with others
• Put a copy of the Choice Map on your wall– Reference it throughout the day
• Ask the team what mode you’re in– Be vulnerable to feedback
Question Storming
• Have the team talk in first person: I or We• Generate Questions, but don’t judge them• Questions should be open ended
– How can we
– Can we
• Invite dumb, courageous, or provocative questions– The goal is to generate questions
– You can use the answer to generate solutions later
Challenges
• Empower your self observer– The next time you feel challenged or want to
act impulsively or based on assumption• Step back and observe yourself
• Tell yourself you don’t have to respond
• Note what you’re thinking, feeling, and wanting
• Tell yourself this is not the time to take action
– What did you learn?
Challenges 2
• Set your alarm for a random time of day– When it goes off, ask yourself
• What am I feeling• What’s driving my behavior
• Notice your response to any situation– Is your first thought a statement or question– Use a switching statement if appropriate
Questions
• What are your questions• What do you want to know• Did I skim over anything• Could I provide another example• How could I better help learners understand• Is there anything else you want to know• Is there anything else we need to discuss• What are …