QBQ! The Question Behind the Question

Rating:
Summary: A subtle change in language makes a big difference
Review: This was a fascinating read because, as other reviewers have said, the change that comes over you when you read this book is gradual but decisive. It is true that a change in the language used often coincides with a change in attitude and action, and it was so with this book.

I found as I read furthur on, I recognized myself in the negative questions or comments posed, and when I thought about what I could say differently to pose the questions or comments usefully rather than complainingly, I had trouble rephrasing them myself, but then said "Aha!" as I read the author's suggestions.

This is almost more of a New Age/ self-help book than a business book in some ways, because it is working to subtly change the way you pose questions to yourself. If you find yourself feeling powerless in any part of your life, I'd recommend this book as a way of taking positive action and taking charge of your reactions to the world.


Rating:
Summary: Who, me?
Review: Miller tells the story of the waiter sending his manager out to get a Diet Coke for the customer. Now how many of our managers would be willing to do that for us? On a regular basis? On a daily basis?

I rest my case: Managers are part of the problem with customer service.

Most bosses exempt themselves from the principles they teach. They use books like this to extort and guilt-trip employees into increasing customer service. However, most employees can see through all of this.

[...]

So to the book. Anything that forces us to change ourselves for the better is good. This books forces you to examine your motives, and to look at why you are raising the issues that you do. Not all question are equal: some are faulty, some are "loaded," some are leading, and some are misleading.

This book reminds me of a "Chicken Soup For Socrates' Soul." The idea is to question your own questioning. We need to look at our motives for raising questions. Questions are not neutral: they can shed light, but it can also spread darkness.

Fundamentally, it is a call to drop the hypocrisy, and the sanctimoniousness we put on. We are one-person wrecking crews, but we do it under a cloak of communication. Bah!

IMYO, get this book, read it in conjunction with the "Seven Habits" discussion of spheres of influence , and then do all you can with your little plot. Even if it is just yourself.