Questions to ask
This article discusses the importance of asking questions during a change programmes Compose phase. It considers why asking questions is important when initiating a change programme. It examines types of questions to ask and considers the X4MIS Framework for asking questions including a template for initiating a Change Programme using the X4MIS question framework.
- The question framework does not require a specific approach. It can, for example, be used in a workshop, general conversation with key resource or as part of a questionnaire.
- The approach you use will very dependent of the organisation, the type of transformation and where you are in transformation lifecycle (business case, initiating, kicking off or in-progress).
Using a question framework
One cause of failure for transformation programmes is a lack of understand of the real requirements, the drivers, planned deliverables and benefits. Asking the right questions when initiating a change programme will answer these questions and enable you to learn more about the change team / key stakeholders you are working it.
The types of question asked carries out a particular function, they should build on each other to gain and in-depth understanding the change environment. The X4MIS question framework will help you to pick the right questions with the most impact without appearing robotic or pushy. Using the framework, will help to discover the programme needs, uncover pain points, overcome resistors, and deliver success.
The types of questions you ask will vary depending on the organisation and the change programme. They should be specified based on an assessment of the available information. Nevertheless, a general subgrouping of questions can help understand and articulate the necessary change.
Never initiate a change programme conversation with random, unstructured questions.
X4MIS Question Framework
Question Type #1 - Setting the scene
At the beginning of the X4MIS question framework, Change Managers need to understand the scene in which they will operate. Refrain from pushing any previously provided / initial information, recommendations or agenda. Also, use this opportunity to build your relationship with these key stakeholders. Gather as much information as possible about their roles, frustrations, etc.
The following are question examples to use at this stage:
- What is changing? – the "big picture."
- Who owns the change?
- Who is the sponsor?
- Why are you making this change?
- How will this change contribute to the organisations objectives (vision and values)?
Question Type #2 - Understanding
In the understanding phase, you'll dive further by asking questions to uncover more information about the problems identified in stage 1 (which the Change Programme will be able to solve). Use this opportunity to further establish yourself as knowledgeable and trustworthy while unearthing the core customer needs and challenges. Dig deeper to understand if something has occurred to demoralised employees or customers.
The following are question examples to use at this stage:
- What are the tangible benefits, "what's in it for them?
- Are there intangible benefits?
- How will the change impact the business / function culture?
- What will happen if you do nothing?
- Why shouldn't the change be made?
- What's the deadline, what will happen if it's not meet?
- Is there a budget / restriction?
Question Type #3 - Investigation
Use this stage to investigate the proposed and any already planned initiatives to better understand if the change is worth pursuing. This stage will help to understand who to communicate to, what to share and how best to communicate within this organisation. Work to understand the direct benefits and solutions to their existing issues.
The following are question examples to use at this stage:
- Who are the key stakeholders? (refer to the high-level stake holder identification)
- What are the benefits for each stakeholder group?
- What does this look like at the end user / employee level?
- What is the initial response to change, and what's in it for them?
- What other transformation (business and technical) are planned or in progress?
- What has been successful in the recent past?
- What has failed and why?
Question Type #4 - Change planning
The Change Planning Stage focuses on assembling the information gathered and the change objectives and crafting a Change Implementation Plan that delivers on the change objectives. During this stage, the Change Manager will use questions to refine the proposed solutions, identify concerns and engage the stakeholders in creating measurable metrics for their current objectives.
The following are question examples to use at this stage:
- How will you know when the change outcomes have been achieved?
- How will you know you are getting there?
- What's you existing transformation / project methodology?
- How do you report change?
- Who are the governance team?
- Who else needs to be informed?
