5 Words That Uncover the Truth

Our words often betray our thoughts.

When things break, these 5 words are your clues.

Train your ear to hear the truth: pic.twitter.com/taEu4lm4b3

— Dave Kline (@dklineii) June 9, 2023

1. Should

"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?"

— Dave Kline (@dklineii) June 9, 2023

2. Think

"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?"

— Dave Kline (@dklineii) June 9, 2023

3. Usually

"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?"

— Dave Kline (@dklineii) June 9, 2023

4. They

"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?"

— Dave Kline (@dklineii) June 9, 2023

5. Perfect

"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?"

— Dave Kline (@dklineii) June 9, 2023