7 Questions to ask in Performance Consulting

As an internal L&D consultant, have you ever been in these situations:

“I really want to do a thorough needs assessment, but the manager is unwilling to give enough time”

“I want to deliver results and create an impact, however the business just wants us to deliver ‘X’ training”

“I delivered the training just like they asked for and now the Line Manager and the HR feel that the problem still persists. Why am I to blame?”

Have you experienced any of these? If yes, rest assured you are not alone.

Learning Consultants are often looked upon as that sideline superhero e.g: Robin in Batman, who is suddenly expected to save the lead superhero, when the bad guy makes Batman helpless and weak. Till then nobody notices him… However, this sideline superhero is expected to do his best act and save everyone! Internal Learning Consultants are like Robin. Funny, isn’t it?

As Learning consultants, we do have the power to deliver results and create the impact in the shortest possible time, if our assessment of the performance gap is accurate. This assessment is possible, if we ask a good set of questions.

Once you have the mindshare of the Manager and all the concerned stakeholders, here are 7 Questions, which will help you to quickly analyze and diagnose the problem:

1.What is the problem?

Answers will be symptoms and not causes. Dig deep and ask 5Ws1H Questions (Who, When, Where, Why What & How)

2. What Metric are trying to positively impact, in terms of cost, quality, time(productivity)?

This would be your objective of the training and the success metric of the Learning solution/workshop.

3. What are employees not doing that they should be doing?

This will help to understand the performance gap

4. When did you first notice this gap? How frequently does it occur?

This will help you understand the history and the frequency of the problem.

5. Where does the problem occur?

This is to understand which part of the process gets impacted or geographical location or specific team etc. Helps you gain insight into organizational systems.

6. How big is the problem in measurable terms?

Understand the linkage between the problem and the metrics that you are trying to positively impact.

7. What questions should I have asked, that I haven’t?

Helps you to gain more information, which is left unshared by the Manager.

Summary and Plan of Action:

This is the last step and helps in wrap-up. This allows you to process and articulate your understanding of the challenge. Please do not commit the solution at this point. Allow sometime to process, what you have heard or sensed. Do mention your future steps to get back with a plan.

Hope these powerful questions help you to accurately diagnose the performance problems in your organizations.