QBQ! by John G. Miller is a motivational primer aimed at purging the "blame, complaining, and procrastination" from the workplace. Miller believes that one of the hallmarks of today's business culture is a lack of personal accountability; he prescribes the cure in this series of short stories and personal observations drawn from his years of experience running his organizational development firm. His main point is that positive change begins with individuals changing themselves: "Instead of asking, 'When will others walk their talk?' let's walk our talk first." The result is choppy (39 chapters in 115 pages), and at times Miller's advice boils down to truism and cliché. Nevertheless, managers whose workplaces demand remedial, straightforward advice should find a useful tool here. --Harry C. Edwards


From Publishers Weekly
This is a quick but deep book that explores the role of personal accountability in one's work and personal life. In his own work experience, Miller found that many people look for others to blame their problems and conflicts on. He proposes that instead of asking who is to blame for the situation, we should ask, "What can I do to improve the situation?" Only by being able to ask this "question behind the question" can we take ownership of the problem and start working toward a solution. Throughout the book, Miller (who has consulted for major corporations with his firm, QBQ, Inc.) recounts real-world situations—in customer service, retail sales, personal relationships and the corporate boardroom—and the positive and not-so-positive ways they were handled. Each example reinforces the message that personal accountability and ownership of a problem not only leads to a resolution but also lifts people willing to take ownership and action above those looking to play the "blame game." From responsibility, says the author, comes leadership and greater career opportunities. In one's personal life, Miller says, ownership of conflict can also lead to enhanced relationships and greater enjoyment of daily life. Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.


From AudioFile
This upbeat business guide instructs corporate and managerial all and sundry to accept personal responsibility in the workplace. Miller trains companies to communicate clearly and offer superior service with humor and a sense of attaining excellence. Narrating in a perky, enthusiastic lecture style, Miller guides listeners clearly and logically to attaining the much vaunted catbird seat in corporate and retail service. The titular question behind the question is a matter of looking beyond the surface of a need to its heart and delivering more, better, faster. An invigorating listen. D.J.B. © AudioFile 2005, Portland, Maine-- Copyright © AudioFile, Portland, Maine

FROM OUR EDITORS

Every work team has an unhealthy share of Monday morning quarterbacks. As whispered accusations of "you dropped the ball" accumulate, progress is stifled and cooperation wanes. John G. Miller, the founder of the QBQ organizational development firm, thinks that personal accountability is the answer to pervasive blame-game problems. In this delightfully succinct book, he explains how managers and workers can create a business culture in which everybody walks their talk.

FROM THE PUBLISHER

This book gives a practical method for putting personal accountability into daily action, with astonishing results: problems are solved, internal barriers come down, service improves, teamwork thrives, and people adapt to change more quickly. QBQ! is an invaluable resource for anyone seeking to learn, grow, and change. Using this tool, each of us can add tremendous worth to our organizations and to our lives by eliminating blame, complaining, and procrastination.

FROM THE CRITICS

Publishers Weekly

This is a quick but deep book that explores the role of personal accountability in one's work and personal life. In his own work experience, Miller found that many people look for others to blame their problems and conflicts on. He proposes that instead of asking who is to blame for the situation, we should ask, "What can I do to improve the situation?" Only by being able to ask this "question behind the question" can we take ownership of the problem and start working toward a solution. Throughout the book, Miller (who has consulted for major corporations with his firm, QBQ, Inc.) recounts real-world situations in customer service, retail sales, personal relationships and the corporate boardroom and the positive and not-so-positive ways they were handled. Each example reinforces the message that personal accountability and ownership of a problem not only leads to a resolution but also lifts people willing to take ownership and action above those looking to play the "blame game." From responsibility, says the author, comes leadership and greater career opportunities. In one's personal life, Miller says, ownership of conflict can also lead to enhanced relationships and greater enjoyment of daily life. Agent, Barret Neville. (Sept. 13) Forecast: According to Putnam, this book sold 250,000 copies when Miller self-published it, and Putnam is positioning it as the next Who Moved My Cheese? Copyright 2004 Reed Business Information.

Library Journal

A rather simple tool that encourages personal accountability, the QBQ (question behind the question) drives Miller's organizational development firm of the same name. Rephrasing issues is the trick: begin with what or how, personalize with I, and focus on action. Thus, "When will they take care of the problem?" turns into "What can I do?" The advice here is admirable (e.g., stop procrastinating, change oneself) though hardly revelatory. The brief, breezy chapters crackle with energy, but, as they lack coherence and linear structure, the resultant zap dies out. Occasional lectures and corniness are forgivable; recycling material from Miller's previous Personal Accountability: Powerful and Practical Ideas for You and Your Organization (1999) is not. Stick with the prior title if you have it; otherwise, order on demand. Copyright 2004 Reed Business Information.

AudioFile