Question:

Why can't I get my employees to tell the truth? When I asked Maria (not her real name) if she brought extra towels to room 14, her answer was, "Yes." Ten minutes later the guest called again because he still needed towels. Why does this keep happening? Please help me!

Answer:

This is a common problem, but has nothing to do with someone not telling the truth. Maria said, "yes" to save face. She didn't understand the meaning of your question but she interpreted your intonation correctly. Maria knew you were asking a question because your voice went up at the end of your sentence. She wanted to do the right thing, so she answered "Yes". Most of us would do the same if the situation were reversed.

Stop asking questions that can be answered "Yes" or "No" and your problem will miraculously disappear. Ask Maria how many towels she brought to room 14 or what time did she bring the towels there. It will take practice to develop the habit of phrasing your question so the response is other than "Yes" or "No". When you get the responses you need, you will remember how to phrase the question.

Good luck! Let me know how you're doing!

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