How to Ask questions

Connie KwanHead of Product, Ecosystem @ Atlassian

Presented at ProductSchool, SF

+startups RealMealz, SourceMap, ImpactIQ

How to Ask questions

User studiesPriority & Planning

Mgmt reviews

Bonus: Negotiations

Interviews

User studies

User studiesGoal: Learn

1. Don't ask, observe.2. Ask open, non-leading

questions3. Ask why. Learn their

stories.

Questions for LearningLeading vs non-leading:

● Were you happy? Vs How did you feel?

Ways to ask Why:

● How come? Why was that? Walk me through it. How did that make you feel? How did you respond? Tell me more about that.

User studiesGoal: Learn

1. Don't ask, observe.2. Ask open, non-leading

questions3. Ask why. Learn their

stories.

Let’s Try it!1. Learn your neighbor’s childhood story. 2. Measure of success: How well can you recount it?3. 1 min learning, swap, 1 min to recount, swap. 2 min Feedback.

Priority & Planning

Priority & PlanningGoal: Understand

1. Leave no stones unturned.2. Draw people out.3. Encourage conflict.

Questions for UnderstandingLeave no stones unturned:

● Are there other ways of looking at this issue? ● So the group has raised various challenges to this

proposal. Does anyone want to speak in it's favor?Draw People out:

● Are there comments from anyone who hasn't spoken for a while?

● Did you want to add anything?, You look as if you might be about to say something …

Encourage Conflict:● Can anyone play devil’s advocate it for a few

minutes?● OK we have heard where many people stand on this matter.

Does anyone else have a different opinion?

Priority & PlanningGoal: Understand

1. Leave no stones unturned.

2. Draw people out.3. Encourage conflict.

Let’s Try it!1. Find a passion conflict area with your neighbor (Guns, Health care, H v T) 2. Measure of success: How well does your neighbor feel understood? 3. 90s understanding, 60s recount, 30s feedback; swap.

Management reviews

Management reviewsGoal: Make decisions

1. Align on overarching goals.

2. Ask tough questions.3. Converge or postpone.

Questions for Making DecisionsAlign on goals:

● What part of our John’s idea doesn't work for you?● What did you hear Jim say?● Can you Restate Jim's words remarks in different words?● Do you feel that Alan understand what you said?● I wonder if we're getting your point, can someone

summarize?”

Ask tough questions:● It looks like you're having a reaction to that. ● I'm guessing you're frustrated. Am I close?● In your tone of voice, you seem pleased. Is it true?● You sounded a bit worried, is that accurate

Converge or Postpone:● Are we able to make a decision today? ● Do we need more information to make a decision?

Bonus: Negotiations

Interviews

Negotiations

NegotiationsGoal: Move forward

1. Build trust.2. Seek to understand.3. Breathe.

To clarify, … …. … … … , did i understand you correctly?

InterviewsGoal: Sell your brain

1. Be passionate2. Be curious3. Be smart

Questions for Selling your BrainBe passionate, Be curious:

● What segment of customers are responding well to your product?

● How is your company solving the problem of <relevant industry issue>?

● How is the team structured? What’s missing in the team to get the company to the goal?

● What is your experience in this company? What are you working on?

Be smart: ● Improvise questions based on info they share.

InterviewsGoal: Sell your brain

1. Be passionate2. Be curious3. Be smart

Let’s Try it!1. Interview your neighbor for a PM job at your most recent company. 2. Measure of success: Rate 1-5 on projected passion, curiosity and smarts 3. 30s explain the company, 5 min interviewing, 1 min feedback; swap.

Blog.conniekwan.comconnie@conniekwan.com