Finding the real problem is what you want to do, right? By following up with “What’s the real challenge here for you?,” it narrows down the focus to the actual issue.
The focus question
What’s the real challenge here for you?
This question makes it apply to the person, and helps them critically think about what they need to figure out.
How this question helps:
- Starting with “What’s on your mind?” and “What else?” could potentially lead to a giant brain dump, with every worry and concern coming out of their head. You could be overwhelmed.
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- Use this to narrow it down: “If you had to pick one of these to focus on, which one here would be the real challenge for you?”
- When the conversation turns toward something unrelated or a summary, and you aren’t sure there’s an actual problem. Good clues to this type of conversation are the use of us and we, me and I.
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- "I have a sense of the overall challenge. What’s the real challenge here for you?"
Let’s make this question work for you:
- Know that you’re useful – when you ask and the person pauses, understand that they are taking the time to consider and give thought to the question.
- There’s a time for your advice, but it’s not now - keep that in mind as you want to provide solutions.
- You can always follow up with “What else here is a challenge for you?”
Build your new habit:
When this happens…write out the moment, the person, and maybe even the feelings that are your trigger.
- Someone has given you every reason possible as to why they are unable to create knowledge articles.
Instead of…write out the old habit you want to stop doing. Be specific.
- Problem solving on some of the things you are hearing in order to help, but possibly providing solutions to what could potentially be the wrong challenge.
I will…describe your new habit.
- Ask “What is the real challenge here for you?”
Like what you read? Stay tuned for more in the series, and check out “How to help your team find focus.”
