Page 68 - engage workbook

Examples of questions and potential responses

Surface - to surface facts

• How is business going? • You know how it is, ups and downs.
Fact
• How busy are you at this time of year? • Extremely busy, it is our peak period. video
Fact
• How do you think you are doing • I think we are OK. I suspect we are all
compared to the competition? in the same boat.
Fact
• What is customer feedback like? • Generally it is fine. You never get
perfect feedback.
Fact

Facts gathered by Surface questions can feed confirmation bias.

Hunt - to hunt for the impact of current facts

• Does this have any other knock-on • Yes, it is starting to lead to some
effects? negative feedback.
Challenge
video
• How does that impact on your bottom • It reduces our net profit by around 6%.
line? Challenge
• Does using more than one provider • Yes, we sometimes miss deadlines
lead to any issues? because the different providers don’t
communicate effectively.
Challenge
• Does the reduced profit have any impact • I had not really thought about it – yes it
on your ability to spend on R&D? does.
Challenge
• Is staff morale suffering as a result? • I guess it does not help. Now you mention
it our staff turnover has increased.
Challenge

Our desire to confirm our beliefs on a topic (confirmation bias) can result in too
much focus on Hunt questions. Balance with Paint questions.

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