Simplistic Answers

The axiom "if you are not a part of the solution, then you are a part of the problem" sums up John G. Miller's book, QBQ! The Question Behind the Question. Miller says the lack of personal accountability is a plague inside most organizations today. "Your first reactions are often negative, bringing up incorrect questions.if we can discipline our thoughts to look behind the initial questions and ask better ones, the questions will lead to better results," says Miller.

Blaming, complaining, procrastinating and posing questions such as "Why do we have to go through all this change?" or "Who dropped the ball?" undermine an organization's unity. Better questions, such as "What can I do to improve the situation?" or "How can I contribute?" are the questions behind the question that lead people to take ownership of a problem and start working toward a resolution.

In illustrating positive and not-so-positive ways that incorrect questions were dealt with, Miller cites examples from sales, customer service, interpersonal relationships and boardrooms. Unfortunately, the book, a one-night read, has a simple intention that is almost too simplistic. While it appears to give relevant ways to put personal accountability into daily action, it doesn't go deep enough into the patterns of human behavior and the pitfalls that will obviously ensue with any change. This book can be a quick start for the long road of getting everyone to commit to being a part of the solution, but it is hardly the answer to really hard questions in business. -By Lois Bolin