Asking Questions, Respecting Others

by John Keyser

I attended a reception recently for the dean of a prominent university. The subject of his discussion was the value of a liberal arts education – particularly its emphasis on thinking broadly and deeply.

Listening to the dean speak, what struck me was that he routinely asks students purposeful questions during the dinners that he and his wife host for them. He’ll ask them, “What do you think about the education you’re receiving here? What is your opinion on the courses that are available?” And then he will ask for their suggestions.

As a result of these conversations, the dean has made significant changes, such as creating new majors and minors.

This is very impressive to me. Hosting regular opportunities for students to speak up, and then really listening to them and making changes. This is one of the most competitive colleges in the country.

The same is true in business, certainly!  If you want something improved, ask the people who are doing that work. The best ideas are bottom up ideas – your people know what needs to be improved and, most likely, how best to accomplish that.

I also heard some great stories at this reception. A successful businesswoman shared that her father had advised her to work in retail, a service industry, during the summer when she was a teenager. She told me that what she gained from retail work has served her well in her business and in living her life. She learned the importance of being humble, of smiling and being likeable, of asking questions to learn what people want – and then listening patiently before responding. These qualities matter greatly!

She specifically mentioned that the experience of serving others has ingrained in her a respect for those who may now serve her, whether in a store, a restaurant and certainly in her everyday business life.

I was thrilled that I went to this reception, loved what I learned, and I am passing these messages along to you as I know they can help us in our work and our leadership.