Using the '3 Whats' in a Conversation
The 3 Whats Model is a useful way to structure a conversation when you need:
To understand what is happening for a person
To help a person understand the impact of their actions
To agree on a plan to resolve the problem or challenge.
This model can be applied to many situations including:
Leave care conversations
Feedback conversations
Success and development conversations
Casual conversations in the workplace when you need a change of behaviour.
Transcript:
Male medical staff, standing: ‘Hi. You said you wanted to have a quick chat?’
Female manager sitting at desk: ‘Yes. Thanks for popping in. I’ve noticed you’ve not attended the last three team meetings. Is everything ok?’
Staff, scratching head: ‘Oh bother! I wondered whether anyone would say anything.’
Staff, sitting down: ‘There’s just so much going on that I’ve had to prioritise my time on other things.’
So what is the impact and implications of your actions?
Manager: ‘The thing is, when you’re not there we miss out on your great perspective and input. Some decisions can’t be made without you.’
Staff: ‘I’m really sorry. I didn’t realise. … I honestly didn’t think I needed to be there. I’ll make more of an effort to get there next time.’
Now what actions are going to be taken to make this better?
Manager: ‘Great. Thank you. So, how can I help you get to our meeting today?’
Staff, standing: ‘I’m pretty sure I’m ok today. I’ll let you know if I need help.’
Manager, standing: ‘I’ll check in with you for the next couple of meetings. In the meantime, let me know if you need some support. We need you are these meetings so [I’m] happy to help.’