EDUCATION
League Education Collecting Accurate Employee Performance Data Using the “What” Question Technique Jack Wolf, PhD, CPT, Senior Partner of Lifelong Learning Partners One of the keys to successful performance improvement is to base decision-making processes on sound data. The collection of complete, unbiased, and accurate information is necessary. Two issues related to data collection are how to collect it and what to collect. Up to now, surveys, questionnaires, focus groups, and interviews have been the mainstay of many managers when collecting information. However, these methods can produce results that are not spontaneous and may be biased due to factors such as group dynamics, learning styles, and possible job security concerns of the respondents, i.e. “what do they want me to say?” One of the most successful methods that can be used to collect the best quality data is the “What” Question Technique. The technique is simple: 1. Prepare a list of “what” questions that focus on current informational needs as well as current workplace attitudes. Each question should begin with the word “what;” asking “why” often triggers an emotion-based, defensive response. 2. Ask for three written responses, in no particular order, to each question. Index cards work well for collecting data. Use one card for each question. Once the responses are in writing, ask individuals to prioritize their answers, “1” through “3” on each response sheet, using “1” as the highest priority. Getting responses in writing is more important than it may seem. People won’t argue with their own information once it is in writing, and they will put more thought into their responses. And, written responses can be collected anonymously to ensure the highest level of objectivity with the responses.
Asking the Right Questions The most important part is to ask the right questions in the right way. As mentioned above, each question in the list of questions should begin with a “what.”
1. Start with General Questions. General questions (see sidebar) should be asked before more specific questions are addressed. This type of question allows the manager to engage the employees immediately by writing and gets them prepared for more specific questions. The low-threat, low-risk format of general questioning allows for safety, ownership factors to be introduced during this process.
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A Magazine of the League of Southeastern Credit Unions
SIGNAL: Vol. 3, Issue 4
2. Move on to Specific Questions. After the series of general questions has been completed, the manager, trainer or team leader can move ahead with more specific questions (see below). These types of specific questions get more to the point. It asks the respondent to think more deeply about the actual work they do on a day-to-day basis. Since specific questions ask for more in-depth thought, the employees may also become more in touch with their own belief systems. After the session, compile and quantify the responses to each question and present to management for use in future decisionmaking and training processes. This technique can actually be used in a variety of applications. It will help performance specialists bring a touch of reality to their recommendation and decision-making process with management. Jack Wolf, Ph.D., was a speaker at the LSCU LDC. He presents seminars on lifelong learning, performance improvement, leadership, and has developed creative ways to collect employee and customer data for improved performance. ■
Sample General Questions • • • •
What are the three most important functions of my job? What are three of my greatest professional assets? What are three of my greatest personal assets? What are the three key components to improving my performance? • What are three ways to motivate me? • What are three ways to un-motivate me? • What are the three greatest problems that we have with our current member service program?
Sample Specific Questions • What are three problems we have concerning _______________? • What three things could management/your supervisor do that would assist you with your job/project/training, etc.? • What are three things we could do to increase our brand recognition (or member referrals, etc.)?