Marquardt flast.tex V1-12/24/2013 5:44P.M. Pagex Marquardt f00.tex V1-12/24/2013 7:25P.M. Pagei More Praise for Leading with Questions “Great leaders ask great questions. Leading with Questions has enabled our leadersatSonyMusictolearnhowtoaskbetterandbetterquestions.We areindeedagreaterorganizationwithgreaterleadersbecauseofthepowerful ideasinthisbook.” —KathyChalmers,executivevicepresident,SonyMusic “Marquardtpresentsaquestioningtechniquethatworksandwillenablelead- erstogrowfrombeinggoodtobeinggreat.” —LisaM.Toppin,financialservicesprofessional,NewYorkLife “How many books have forever changed your life? Leading with Questions forever changed my life and my leadership by shifting my focus from the burden of trying to have all the answers to the simplicity of only needing someoftherightquestions!” —BobTiede,director,globaloperationsleadershipdevelopment,Cru,and blogger,leadingwithquestions.com “InLeadingwithQuestions,MichaelMarquardtmapsthefutureofleadership. ‘Theleaderofthepastwasapersonwhotold,’PeterDruckeroncesaid.‘The leaderofthefuturewillbeapersonwhoasks.’Readthisbookifyouwantto seethefuture.” —RobertKramer,chieflearningofficer,CentreforLeadingChange, BrusselsandWashington,DC “Ihavelearnedthatleadershipisnotaboutknowingalltheanswers.It’sabout knowingwhatgreatquestionstoask,andcarefullylisteningtothoseanswers. Thisbookisatimelypieceofmanagementwisdomthatshowsleadershow to ask great questions—questions that inspire, motivate, and empower the organization.” —PatrickThng,managingdirector,DevelopmentBankofSingapore “Thisbookskillfullybridgesscholarlytheoryanddown-to-earthcommon- sense tactics to provide a crystal clear guide to a very powerful leadership techniquethatchangespeopleandorganizations.” —AlD.McCready,chairmanandCEO,McCreadyManigoldRay& Co.,Inc. Marquardt f00.tex V1-12/30/2013 5:25P.M. Pageii “LeadingwithQuestionsdescribesaverypowerfulandpracticaltoolthathas takenConstellationPowerGenerationintothetopranksofenergycompa- niesworldwide.” —FrankAndracchi,vicepresident,ConstellationEnergyGroup “Successfulquestioningisoneofthemostpowerfulskills,notjustforleaders butforallpeople,andMikehasspenthiscareerbothstudyingthepowerof questionsandaskingquestionseffectively.Thisbookcapturesthewisdomof hisexperiences.” —KeithM.Halperin,seniorvicepresident,Personnel DecisionsInternational “IhaveexperiencedthetoolsandtechniquesofLeadingwithQuestionsfirst- handandhighlyrecommendthisbooktonewaswellasexperiencedleaders. IthasdramaticallychangedourleadersastheylearnhowtoembraceMar- quardt’squestioningtechnique.” —LizCicco,traininganddevelopmentspecialist,Bowne&Co.,Inc. “FromthedaysofSocrates,ourabilitytoasktherightquestionshasbeen revered as one of the greatest skills a person should possess when leading others.Marquardt’slatestbookisaninvaluable‘how-to’resourceforthose intentuponfindingsolutionsthroughreflectivequestioning.” —EricCharoux,executivedirector,CharlesTelfairInstitute,Mauritius “LeadingwithQuestionsisbrilliantandthought-provoking.Itisahugewake- up call to all leaders that smarter questions are the best recipe for lasting success.” —AlastairRylatt,author,WinningtheKnowledgeGame:SmarterLearningfor BusinessExcellenceandNavigatingtheFrenziedWorldofWork “Thisbookisaterrificguideandmagnificentresourceforthosewhowishto explorethepowerandbenefitsofleadingwithquestions!” —DanNavarro,vicepresidentandgeneralmanager,Pragmatics,Inc. “Leading with Questions provides wonderful illumination on a subject often hiddenintheshadows.Inthisbookthegeniusoftheauthorishisabilityto capturetheessenceofwhatsuccessfulleadersdowithquestioning,andhow Marquardt f00.tex V1-12/24/2013 7:25P.M. Pageiii theycanusequestionstochangetheirlivesandthosearoundthemforthe better.” —KennethL.Murrell,professorofmanagementandMIS,TheUniversity ofWestFlorida,andauthor,EmpoweringEmployees “Theabilitytoframeandasktherightquestionisadesiredskillforevery- oneinlife.LeadingwithQuestionsisamust-readbookforthoseengagedin developingpeopletotheirmaximumpotential.” —MohammedEffendyRajab,director,AdultResources,World OrganizationoftheScoutMovement,WorldScoutBureau,Geneva “Marquardthaspowerfullyexpressedhowtoreachtheheartofeffectivelead- ership.Thisisabooknotjusttoenhanceexistingleadershippowerbutto developeveryone’slatentleadershipqualities.” —FrancescoSofo,UniversityofCanberra,Australia,andauthor,SixMyths ofCriticalThinking “Marquardthasdiscoveredthewaytoeffectivelyleadthetwenty-firstcentury organizationthroughquestionsandreflectivelearning.Thisbookcaptures theessenceofthequestioningprocessandsetsapracticalbasisforthelong- sought-afterlearningorganization!” —HarryLenderman,president,TheElkForgeGroup;advisor,Sodexho University;andauthor,BreakingtheEducationalGlassCeiling “By focusing on the right questions, Mike Marquardt has peeled back the oniontorevealthetruepowerofquestions.Thisbookshowsleadershowto givetheirorganizationsthecuttingedgethatmakesthedifferencebetween agoodcompanyandagreatcompany.” —BeaCarson,president,CarsonConsulting “TheideasinLeadingwithQuestionswillprovideleaderswithnewperspective onleadinginthechallengingtwenty-firstcentury.” —LimPengSoon,president,Learning&PerformanceSystems “This is a must-read book! Leading with Questions will change the way you manage in your organization. This book is Marquardt’s latest contribution toimprovingthewayweworkandcommunicateinourincreasinglycompli- catedworld.” —HowardSchuman,managingdirector,JodohInvestmentsLLC Marquardt f00.tex V1-12/24/2013 7:25P.M. Pageiv “Thisbookistheidealguideforthecorporateexecutivewhowouldliketo createawinningorganizationbyaskingthegreatquestions.” —JamesY.Lim,humanresourcemanager,ArrowAsiaPac “LeadersworldwidewillbeespeciallywellservedtomasterMarquardt’sart ofleadingwithquestions!” —BanuGolesorkhi,director,ResearchandDevelopment, PharosInternational Marquardt ffirs.tex V2-12/24/2013 5:39P.M. Pagev Leading with Questions HOW LEADERS FIND THE RIGHT SOLUTIONS BY KNOWING WHAT TO ASK RevisedandUpdated Michael J. Marquardt Marquardt ffirs.tex V2-12/24/2013 5:39P.M. Pagevi CoverdesignbyAdrianMorgan Coverimage:© Shutterstock Copyright© 2014byJohnWileyandSons.Allrightsreserved. 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LimitofLiability/DisclaimerofWarranty:Whilethepublisherandauthorhaveusedtheir besteffortsinpreparingthisbook,theymakenorepresentationsorwarrantieswithrespectto theaccuracyorcompletenessofthecontentsofthisbookandspecificallydisclaimanyimplied warrantiesofmerchantabilityorfitnessforaparticularpurpose.Nowarrantymaybecreated orextendedbysalesrepresentativesorwrittensalesmaterials.Theadviceandstrategies containedhereinmaynotbesuitableforyoursituation.Youshouldconsultwithaprofessional whereappropriate.Neitherthepublishernorauthorshallbeliableforanylossofprofitorany othercommercialdamages,includingbutnotlimitedtospecial,incidental,consequential,or otherdamages.ReadersshouldbeawarethatInternetWebsitesofferedascitationsand/or sourcesforfurtherinformationmayhavechangedordisappearedbetweenthetimethiswas writtenandwhenitisread. 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ISBN978-1-118-83222-6(pdf)—ISBN978-1-118-83010-9(epub)—ISBN 978-1-118-65813-0(cloth) 1.Leadership.2.Communicationinmanagement.3. Questioning.I.Title. HD57.7 658.4′5—dc23 2013047036 eISBNs:(epub)9781118795118,(epdf)9781118795064 PrintedintheUnitedStatesofAmerica REVISEDEDITION HBPrinting 10 9 8 7 6 5 4 3 2 1 Marquardt ftoc.tex V1-12/24/2013 5:42P.M. Pagevii Contents Introduction 1 PartI ThePowerofQuestions 1 AnUnderusedManagementTool 11 2 BenefitsofaQuestioningCulture 31 PartII AskingQuestionsEffectively 3 WhyWeHaveTroublewithQuestions 63 4 AskingtheRightQuestions 83 5 TheArtofAskingQuestions 103 6 CreatingaQuestioningCulture 129 PartIII AGuideforLeadersonWhenandHowtoAsk PowerfulQuestions 7 UsingQuestionsinManagingPeople 151 8 UsingQuestionstoBuildTeams 177 9 UsingQuestionstoSolveProblems 199 10 UsingQuestionstoShapeStrategyandEnableChange 213 Marquardt ftoc.tex V1-12/24/2013 5:42P.M. Pageviii CONTENTS Conclusion:BecomingaQuestioningLeader 239 ResourceA:BiographiesofLeadersInterviewed 247 ResourceB:ActionLearning:APowerfulTrainingProgram forDevelopingQuestioningLeaders 255 ResourceC:ResourcesforTrainingandInformationon QuestioningLeadership 271 Notes 275 Acknowledgments 283 AbouttheAuthor 287 Index 291 viii