The Devil is in the Details

By Julia Prybyla

Director of HR

Growing up with Sesame Street, Big Bird taught us that “asking questions is a good way of finding things out.”? By asking questions, we learn about the world around us.? Yet, we often stop short because we think we have reached the bottom of the issue or may be afraid to look deeper. ? What we need to do, though, is ask one more question.

In a verbal conversation, most of us listen to about a quarter of what the speaker says.? Usually, when someone else is talking, we are already forming our response (or staring off into space, making our grocery list).? In other words, we stop listening.? This causes us to miss out on information and context.? Honestly, it makes us poor communicators.? In day-to-day life, the impact may not be huge.

However, in business, and I daresay especially in our business, being a good and effective communicator is important.? Communication is the imparting or exchanging of information; it is not just a one-way street. How we accept information and what we do next requires listening and responding thoughtfully.? But how do you do it?

Be curious!? Ask people questions.? Listen to the other person who is talking.? Ask them questions to clarify or to gather new information.? The answer to the question may uncover a whole new idea or reveal needed information.? Whether you are connecting on a personal level, looking to gather facts for a work issue, or learning about something that interests you, posing questions to others allows you to further the conversation.? Some of you may remember the slogan, “Inquiring minds want to know.”? While salacious social media may have overshadowed the National Enquirer, lifelong learners should hold tight to the concept of being curious.?

Human Resources professionals are ever-inquiring.? The team has been told to ask the Who, What, Where, When, and How.? I’ve said many times the Why typically does not matter.? But digging into the Why can help us with the human factor, which is the messiest of them all.? We need to listen to the answers to see if there are other questions to ask.? For example, if an employee says that they have not received enough training to do their job effectively, we ask what training they have received (and check it in their file!).? A good next question could also be “What training do you think you need that you have not received?”? This allows us to understand the employee’s experience.? Depending on the purpose of the conversation (e.g., discipline, investigation, follow-up), we can then determine next steps. When you think you’ve asked everything, that is the time to ask one more humdinger of a question to get that last bit of information.? If we don’t seek to understand, where does that leave us???

Our Recruiting team asks questions all day long.? The recruiter seeks to learn and understand during phone screens, interviews, and intake calls with hiring managers.? While reviewing a candidate’s resume, the recruiter looks for more information than is contained in a one (or seven) page resume.? They query the candidate to find out precisely what “provided excellent customer service” means.? When it seems there is a disconnect in the work history, it is up to the recruiter's skill to close that gap.? They have to ask one more question to get all of the information.? If the recruiter only takes the resume at face value, are we really looking for the best candidates?

Our Training department also has to ask questions.? When leading courses such as SIS 101 and Active Shooter, it is incumbent upon the trainer to engage with the students.? This is done by asking questions to confirm understanding or to gain participation.? If the trainer simply says, “Do you understand?” and the student says, “Yes,” are we sure?? The trainer needs to listen thoroughly to understand the answers.? Then it’s time to dig deeper to see if that learning is solidified, “Give me examples, what happened when you did this,” etc.? Where are we if we accept only the student’s nodding head as confirmation of understanding?

During a theft investigation, our Loss Prevention officers must gather information to make their case against the detainee.? Some might even characterize their line of questioning as an interrogation.? Nonetheless, the end goal is the same: gather as much detailed information as possible.? Look for the one piece of information which will make the case clear.? Find out where the dots don’t connect and ask a question to close that loop.? Sometimes, the information that we gather is key to another case or points us in the right direction.? If the LP just cuffs the suspect, did we gain any ground?

Specialists in the field who interact with clients, their customers, and their vendors also ask questions.? If a person is trying to gain entry to a client site, we ask who they are meeting with, the purpose of their visit, and if they have an appointment.? While most interactions may be routine, there are times when we need to uncover more.? If the answers to routine questions are vague, we dig in to find more information.? These questions could be the difference between adequately protecting the client’s property, people, and product.? If we take the visitor’s statement at face value, are we really providing outstanding service to the client?

This approach will also serve you in your personal life.? Asking questions is a great way to learn about a new subject, take up a hobby, and interact with people.? But remember to listen to the answers!? Asking questions and then mentally planning your next vacation while the other person responds does not promote understanding.? It also makes for great human connection, something which is sorely lacking today.??

We must remember—I daresay believe—that communication is the key to human relationships.? Sharing information promotes understanding.? It allows us to grow mentally.? It gives us the ability to learn about the world around us.? But if we stop and only listen, do we have all of the information?? If you don’t ask one more question, do you have all the answers?