Power Questions: Build Relationships, Win New Business, and Influence Others

166. What is your dream for the future of your career?
167. What's been the most helpful to you in this conversation?
168. Based on this discussion, what do you see as your next
steps?
4. Resolve a Crisis or Complaint
When someone complains, the first reaction often is to argue the point and
try to show them that they don't have all the facts. To set them straight. You
become intent on proving you are right.
When a person is upset, however, emotions are like facts. People want to
be heard and understood. Rational argumentation will not win the day.
Worse, it will inflame the tension. When there is a disagreement, your goal
is to win the relationship, not the argument!
During the first phase of any crisis or problem situation, you must lead
with questions. By doing so you will learn essential information and—most
importantly—create an ally in solving the problem.
169. Thank you for raising this with me. Can you tell me
everything you know about the situation?
170. Can you say more about that?
171. Really?
172. What happened then?
173. What has their reaction been?
174. How do you think it reached this point?
175. What else can you tell me?

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176. I'm sorry this happened. What would you like to see done at
this point?
177. This is extraordinarily important to me. How soon can we
meet to discuss this in person?
178. Would it be helpful if I did some additional fact-finding, and
then we could meet face-to-face in the next couple of days to
discuss some proposed actions to address this?
179. If anything else surfaces in the meantime, can you let me
know immediately?
5. Engage Your Leadership
What is it about someone's performance and attitude that instills confidence
in their leadership?
Just as a client is impressed with strong, thought-provoking questions,
your boss or organization's leadership will be too. Your capacity to handle
your work effectively and achieve your goals is essential. But just as
important is your attitude and outlook.
Are you a know-it-all? Or are you someone who exhibits a healthy
curiosity and desire to learn? Are you a lone ranger? Or do you consult with
your colleagues and superiors on a regular basis?
These questions will help you engage with your leadership and
demonstrate the hallmarks of a truly curious and committed member of the
organization.