5 Words That Uncover the Truth
When things break, there are 5 words that can uncover the truth. These words are usually, should, what, usually, and usually. Train your ear to hear the truth and ask why it didn't happen. This tip can help you compare what should have happened to what did happen and unlock the critical problems.
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Dave Kline
I teach leaders how to build great teams & level up their career | Alum: Bridgewater & Moodys Analytics | Owner: https://t.co/AhQyfpiwQN
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Our words often betray our thoughts.
— Dave Kline (@dklineii) June 9, 2023
When things break, these 5 words are your clues.
Train your ear to hear the truth: pic.twitter.com/taEu4lm4b3 -
1. Should
— Dave Kline (@dklineii) June 9, 2023
"What *should* have happened..."
Except we're talking about what did happen.
Tip: If the visualization for what should have happened is strong, you can use it to compare what happened and unlock the critical problems.
Ask: "Why didn't it happen?" -
2. Think
— Dave Kline (@dklineii) June 9, 2023
"I *think* what happened..."
Change needs to be grounded in facts, not guesses.
Tip: Ask them for their level of confidence. And if it seems optimistic, ask them what step they take to raise it higher. Defer until they do that.
Ask: "What data supports that view?" -
3. Usually
— Dave Kline (@dklineii) June 9, 2023
"What *usually* happens..."
Usually or this time?
Tip: Hear them out on what usually happens, then explore the exception case. Ideally, learn how often exceptions happen.
Ask: "What's the cost when exceptions occur?" -
4. They
— Dave Kline (@dklineii) June 9, 2023
"What *they* did..."
Typically you're talking to someone involved, but ideally, the one in charge.
Tip: When the person in charge doesn't use "We," that is likely your root cause. Mutual accountability is a hallmark of elite teams.
Ask: "What's your role in this?" -
5. Perfect
— Dave Kline (@dklineii) June 9, 2023
"While it wasn't *perfect*..."
Setting the anchor at perfection is a subtle negotiation technique.
Tip: Get them to identify two levels of performance:
- Acceptable
- Exceptional
Usually, you'll learn the break is below Acceptable.
Ask: "What is their standard?" -
Start really listening. Once you start hearing these "truth tells," you can't unhear them.
— Dave Kline (@dklineii) June 9, 2023
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