Most of us—even millennials—have a history of working under guidance and control at school and in our workplaces. Therefore, we tend to think of authority as external rather than internal. The following questions are all too familiar to us:
At school: “What does the teacher want me to do to get good grades?”
At work: “What does my boss want me to do?”
While things are changing, we live and work in a culture predominated by top-down management and hierarchical thinking, so we’re far less likely to ask questions like these:
At school: “What do I want to learn from this class? How will I know I have learned something I can use?”
At work: “What do I need to do to help my company succeed?”
These are empowering questions. President Kennedy made a call for these kinds of questions when he challenged Americans: “Ask not what your country can do for you; ask what you can do for your country.”
Empowering questions open the possibility for us to become stronger and more competent. So why don’t we ask them more often?
It gets back to all those hard-earned parenting, teaching, and managing skills we learned from our hierarchical culture. Indeed, we feel it is our responsibility as parents, teachers, or managers to tell people what to do, how to do it, and why it needs to be done. We feel we’d be shirking our responsibilities to ask children, students, or direct reports empowering questions such as these:
“What do you think needs to be done, and why is it important?”
“What do you think your goals should be?”
“How do you think you should go about achieving your goals?”
Many of us are afraid to relinquish control to our direct reports because we’re concerned about outcomes. Yet organizations with a culture of empowerment almost always outperform their hierarchical competitors. Consider the following story from Ritz-Carlton, a company famous for its culture of empowerment.
A loss prevention officer at The Ritz-Carlton, Toronto, was called for the second time to a guest room after receiving a complaint of children playing hockey in the hallway. A typical response might have been to knock on the family’s door and ask them to be quiet. But Ritz-Carlton encourages its employees to think for themselves as they live by the company’s “Gold Standards.” These standards invite empowering questions such as:
How can I respond to the expressed and unexpressed wishes and needs of our guests?
How can I create unique, memorable, and personal experiences for our guests?
Rather than tell the parents to shush their hallway-hockey-playing kids, the loss prevention officer came up with a creative solution. He enlisted banquet employees to isolate space in one of the meeting rooms and create a hockey rink, using banquet tables as a frame. While the “rink” was being set up, he drove to a local sports store and bought two hockey nets, six sticks, and hockey balls. Finally, he delivered a written note to the family, inviting them to an impromptu hockey match against the Loss Prevention All-Stars.
Needless to say, the family was wowed.
A tight match was played between the Loss Prevention All-Stars and Team Family, with Team Family emerging victorious. The game was recorded on the Loss Prevention in-house cameras and Team Family was sent photos of their epic game.
My friend Tony Robbins often says, “Successful people ask better questions and as a result, they get better answers.” So, ask yourself some empowering questions, and encourage your people to do the same.