I have been doing a lot of training lately around customer service. We have had group discussions around what kind of question is a good question when taking care of a business problem. When you ask questions starting with:
- Who
- Why
Typically these questions are difficult not to use to accuse or complain rather then fix and support.
When you ask a question starting with:
- What
- How
They create questions that bring you into the situation to own your part to fix and support.
Who did this?
Why does this always happen to me?
-or-
What can I do to stop this?
How can I make sure this doesn't happen to me?
Try the same exercise in your day and see if you don't instantly take control of your work, feel more energized and who knows, you may solve a problem.
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