Workforce Report | I Have Questions…

As a mother, I am quite certain of 3 things:

• I have spent a total of 7,488 hours at meets/games/matches and various scrimmages
• I can pack an average-sized purse to accommodate Frisbees, crayons, extra socks, crackers, Kleenex, scrunchies, orange halves, and Legos (in addition to all of MY OWN things)
• I have answered at least 275,000 questions from our children and a bonus of 41,000 from other people’s kids over the last 25 years

I will save the sports stories and my purse packing tips for another time; today I want to talk about the importance of curiosity and how asking questions can create a more innovative workplace and lead to healthy corporate culture.

Why? Why? Why?

Asking questions and challenging the status quo can often lead to process improvements and better experiences for both clients and staff. So, why do some companies frown on a “culture of curiosity” and discourage employees’ inquisitiveness? Why are some workers afraid to bring forward new ideas and possibilities that offer a different way of doing things? Why do we not place a higher value on curiosity in the workplace?

Several child development studies show that the average 4-year-old asks between 200 and 300 questions per day. As they begin to experience the world, children are learning through observing patterns and relationships, experimenting, and asking questions. Welcoming new ideas, testing assumptions and boundaries, and problem-solving skills are all rooted in a native sense of wonderment about the world around us.

We begin our lives open and in awe of our environment; yet, at some point, the questions naturally slow down as the brain develops. Additionally, we enter institutions that emphasize the importance of having the right answers, not asking good thought-provoking questions.

 Humans will repeat the actions and behaviors for which they are rewarded and avoid those that cause embarrassment, ridicule, or even punishment. Every time I hear the phrase “no question is a dumb question” I am immediately taken back to middle school when I was publicly and loudly berated for wondering aloud if amoebas that divide by binary fission are immortal. My takeaway was not to openly ponder such questions and that “fanciful thinking” has no place in Mr. Brooke’s classroom.

We Don’t Do That Here

With 5 million more job openings in the US than unemployed people, leaders are shifting their focus to corporate culture as part of recruitment and retention strategies. Intentionally creating workplaces where people feel psychologically safe to ask questions and take some level of risk, removes toxicity and paves the way for innovative thinking.

Some, however, still hold on tightly to old habits that impede curiosity at work. When a new employee proposes a suggestion, they may be met with the dreaded “we already tried that 10 years ago” or “here’s why that won’t work” or “we don’t do that” …all statements that build a dark room where fresh ideas and enthusiasm go to die.

Some believe that asking questions at work or the hopeful plea of “what if?” can lead employees down a pathway of inefficiency. Worse yet, the belief persists that asking questions shows a lack of respect. In reality, these questions are often insightful gifts.

Indeed, when we question processes, procedures, and practices, we are spending manpower gathering and evaluating data to create new solutions. This is an investment of time and can generate cutting-edge and cost-saving ideas for your business. Engage your own curiosity and creativity to look at the work from new perspectives.

Are We There Yet?

• Set aside time for you and your team to come together to brainstorm solutions to identified problems or bottlenecks.
• Employ the “5 Whys” Technique by asking “why” 5 times after a problem statement. Example: “We have an increase in customer cancellation”
  • Q1: Why are customers canceling their services?
  • A: “Because they aren’t happy with our service.”
  • Q2: Why aren’t they happy with our service?
  • A: “Because it didn’t meet their needs.”
  • Q3: Why didn’t the service meet their needs?
  • A: “Because they didn’t choose the right solution.”
  • Q4: Why didn’t they choose the right solution?
  • A: “Because there isn’t enough guidance on the website.”
  • Q5: Why isn’t there enough guidance on the website?
  • A: “Because we haven’t outlined what each service is best suited to address.” – Forbes Agency Council
• End meetings with a question to ponder as prep for subsequent meetings

It is highly unlikely that every new idea or suggestion will come to fruition and be implemented into your workplace. However, the process of creating a space where employees feel safe and encouraged to ask questions of leadership can foster inclusion and a sense of belonging; improving the overall corporate culture.

So my question for you: “How will you promote a culture of curiosity?”

Join us on October 27^th For our next Experience Series as we continue the conversation: Building Workplace Culture | The Role of the Employer

Kelly Fuller 
Vice President of Talent & Workforce Development 
KellyFuller@columbus.org