Building and Sustaining a Culture of Quality

Concurrent Session

T18 - The Art of Questioning: Tips for the Quality Professional

Tuesday, May 1
10:45 AM - 11:45 AM
Location: WSCC Ballroom 6E

Level: Basic

As quality professionals, we are asked to understand problems, identify root causes, and facilitate innovative solutions. Our best tool for getting to these outcomes is through dialogue with clients and asking questions. Over time, we tend to get into routines where we become predictable in terms of what we ask and how we analyze quality situations. If we ask the same questions, we get the same answers. If we get the same answers, how can we expect different results? In this session, we will explore the nature of questions and how to ask better and more insightful questions. We will discuss how questioning fits into our overall communication approach with our clients, teammates, and family members. We will look at examples of good and not so good questions and offer tips for improving your effectiveness through questions. By improving our questioning skills, we can help our organizations build a culture of quality. Please join me to improve this critical skill!

Learning Objectives:

David Gorin


Process Engineer
Humana, Inc.
Green Bay, Wisconsin

Dave Gorin is a Six Sigma Master Black Belt with a passion for quality and process. Dave has been with Humana Insurance for 15 years and works in their Process Transformation Office. Prior to Humana, he worked in transportation for Schneider National and in telecommunications for Schneider Communications, Frontier Communications and Global Crossing. Throughout his career, Dave has served in a number of diverse roles: Quality Improvement, Customer Service, Information Technology, Human Resources, Billing, Internal Consulting, and Operations Research. Dave received a BBA in Quantitative Analysis and Management Systems from the University of Cincinnati and an MBA in Logistics Management from Indiana University. Dave enjoys life in Green Bay, Wisconsin with his wife of 35 years and two daughters.


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T18 - The Art of Questioning: Tips for the Quality Professional


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