The Leader Lab. Tania Luna

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1 Q-step

Let's begin by examining the first Behavioral Unit (BU) that stood out in our research on what makes great managers different. Imagine you joined us in the lab. You take a seat in a small, dark room behind a two-way mirror and observe a manager in a one-on-one meeting. You switch on your handy stopwatch and let it run for 15 minutes. During this time, you count every question the manager asksW Once time's up, you tally the results. What's your prediction? In the span of 15 minutes, how many questions does an average manager ask? How many questions does a great manager ask?

       If you guessed 2 questions for average and 10 for great, you are exactly right. Great managers ask 5 times more questions. Not only does question quantity set great managers apart, it's also a marker of great negotiators, influencers, creative thinkers, and even the secret to getting a second date (Huang et al. 2017). In one study of over 519,000 calls, researchers found that the best salespeople also asked more questions (Orlob 2017). Of course, it's possible to ask terrible questions. (“What were you thinking?” and “How can you be so bad at this?” are definitely questions, and definitely not questions we recommend.) Question quality is essential (more on that in Chapter 8), but the necessary starting point is question quantity. Great managers simply ask more questions than average. In fact, before they go into “Telling Mode,” they default to “Questions Mode.” Their first step is to ask at least one question. We call this BU the “Q-step.”

      How does the Q-step BU help you become a great manager faster? Let's see its impact in action. We're going to join Mia in her first week as a manager. For context, she is excited about the role but also somewhat intimidated by the challenge of being Luca's manager. She and Luca both applied for the role, and he has more subject matter expertise than Mia. This is their first conversation since they got the news:

      Version 1

Luca:	Weird, right? Having different roles all of a sudden.
Mia:	Yeah, but I'm excited. I hope you're okay with it.
Luca:	Yep. It's all good. I don't even know if I wanted the job.
Mia:	I don't want it to be any different between us. You know?
Luca:	Yep.
Mia:	I want to make process improvements that benefit all of us, like the stuff we've all been frustrated about.
Luca:	Yep. Good. Well, I have to get back to work.
Mia:	Oh, sure. Good talk.

       Mia leaves the conversation feeling shaken. She tried to show care, but Luca seemed to grow more distant. Mia decides it's time to use her magic Do-Over Button. Let's see her try it again, leaning on the power of the Q-step:

      Version 2: Do-Over

Luca:	Weird, right? Having different roles all of a sudden.
Mia:	Yeah. How are you feeling about it?
Luca:	I feel fine … I guess.
Mia:	Would you be willing to share more of what's on your mind?
Luca:	Well … I'm happy for you, but, you know, I've been here longer. I'm not even sure if I wanted the job, but it sucks not to get it.
Mia:	Yeah. I hear you. I'm curious: what did you like about the job description and what didn't you? Maybe that can help us figure out how to make your current role better.
Luca:	Well, I didn't want to be responsible for everyone on the team hitting their goals. You can have that part! But I did like the idea of making process improvements.
Mia:	Oh, well … the truth is, you're better at many parts of this work than I am. I want to hear your ideas. How can we add making process improvements into your role?
Luca:	I'd like that. Maybe I could focus on one process to improve per quarter?
Mia:	Yes! I can set up a meeting for us to chat about it. How does that sound?
Luca:	That sounds good. Thanks. And Mia? Congratulations.

       Phew. Good use of the Do-Over Button. Not only did Mia manage to ask 400% more questions, she also Q-stepped, making it more likely that Luca will keep making valuable contributions.

      But Mia's day is just beginning. Next up, she sees her team member Olivia. Mia and Olivia have also been peers for several years, but Olivia has shown no interest in management. In fact, she seems to show less and less interest at work in general. So it catches Mia off guard when Olivia comes to her with a new idea:

      Version 1

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Olivia:	Hey, Mia. Now that you're our manager, maybe you could finally help us get the resources we need. I'd like to get an intern this summer. Can I do that?
Mia:	Oh, wow. The thing is, I know interns sound cheap, but they'll take up all your time.
Olivia:	We can use the internship program I was in back in the day. It's structured really well.
Mia: