QBQ! The Question Behind the Question: Practicing Personal Accountability at Work and in Life, John G. Miller (TarcherPerigee, 2004)
Inevitably things go wrong in business from time to time. Rather than play the blame game, QBQ suggests asking, “How did this happen, and what can we do in the future?” explains Lisa Shorr, founder of image consultancy Shorr Success and co-owner of Secure Future Tech Solutions, an MSP in Warwick, R.I. Asking questions like, “Who didn’t finish the ticket?” puts employees on the defensive, Shorr says. Instead, the idea is to shift the question to figure out why it happened and make changes in the organization so that it doesn't happen again.
Image: Courtesy of Amazon
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