June 2006

“Results... Everyday” is a monthly book review for business owners who share the philosophy of building a business to contribute to your Life Purpose and the Company’s Business Vision.

 QBQ! The Question Behind the Question: Practicing Personal Accountability in Work and in Life – John G. Miller

Miller’s book is similar to one of my favorites, The E-Myth Revisited. Both business/life books are short, easy reads that pack a clear and simple message; you are accountable for your own actions.  No surprise, right? Then why is it we complain so much? In QBQ, Miller points out the need to take personal accountability. It is a simple statement, yet awfully hard to implement.

Personal accountability is about taking responsibility for your own thinking, attitude, behavior and therefore the results they produce. Personal accountability is not about “them”, it is about “you”. You control your environment, your thinking and your actions. Miller asks you to make a difference by holding yourself accountable. His methodology encourages you to ask the Question Behind The Question.

Today, like yesterday and tomorrow, we participate in and/or observe the lack of personal accountability that manifests as blaming, complaining and procrastination. Yet, it is very difficult for any individual to achieve personal or professional goals, be competitive, contribute to the firm’s Strategic Objective or be part of a team without taking personal accountability. To the degree we don’t, we sabotage our own growth, the firm’s growth and the growth of our clients and co-workers.

Simply because you have make a statement of intent, the statement itself and its intended effect lacks power until you take the action. OBQ suggests making a commitment to personal accountability. Re-contextualize your questions, take out the negative and replace it with the positive. You can expect a different result.

Why do we have to go through all this change?
            QBQ -
I know we are changing, what can I do to help with the change?

Why does it take so long to update an address?
            QBQ -
Where is the system/can I help write a system and help identify/correct the issue?

When is someone going to train me?
            QBQ -
I don’t understand how to process this transaction, when are you available to train me?

When are they going to stop that foul language?"
            QBQ -
Language like that is not acceptable, please refrain from using it.
 
Why isn’t it approved yet?
            QBQ -
Do you have everything you need to make a decision? Can you tell me the timeline for approval of this document?

Can you write the QBQ for your 5 most recent issues? If you can, you are on the way to changing the way you think about life.

The Question Behind the Question assumes our first observations and reactions are often negative, causing the creation of Incorrect Questions (IQs). To begin the process of transforming your negative reaction into a positive building action, Miller encourages us to look behind our initial questions and ask better ones (QBQs); questions that will lead us to better results.

Miller emphasizes that we always have a choice. I agree. To choose not to choose is making a choice. To watch it happen and do nothing is a choice. To hear it happen and do nothing is a choice. To complain about it is a choice. Realize this and take responsibility for your choices. Go beyond and ask the QBQ. Make things happen for you, your team, your family and your organization.

This book can assist any individual or organization looking to improve qualitative and quantitative results. This is a business book. This is a personal development book. Businesses are a reflection of their owners and employees. Change as a person and you change your life and the business in which you participate.

The book is a short and easy read and contains methods for implementing personal accountability into daily action. Do it and you can produce positive results. QBQ is a resource if you are seeking to learn, grow, and change. Just use the tools and make it happen. QBQ is not about trying, it is about doing. Add value to your own life by eliminating the tendency to blame, complain, and procrastinate. Replace those thoughts and actions with desire and action to assist, fix, and grow.