From Katherine Harrington, President & CEO | West Des Moines Chamber of Commerce
Last week, I had the opportunity to attend a remarkable session of the West Des Moines Leadership Academy led by Chick Herbert on the concept of Question-Centric Coaching. It was an eye-opening experience filled with valuable leadership insights that are not only relevant but essential for anyone looking to grow as a leader. Here are some of the key takeaways from the session that left a lasting impact.
- The Foundation of Effective Leadership
Leadership and personal growth start with an open mind. To truly develop and guide others, leaders must remain consistent in their demeanor and approach. Showing up each day with steadiness—regardless of external circumstances—is a hallmark of strong leadership. As Chick emphasized, leadership is most crucial when times are tough. In those moments, leaders must remain composed and provide stability for their teams.
- Eliminating Toxicity in Organizations
A negative work culture can spread like cancer within an organization. Leaders should not tolerate a culture of complaining, blaming, or whining (BMWs – bitchers, moaners, and whiners – as Chick calls them). Instead, it’s essential to diagnose whether issues stem from a capability gap or a management issue and take appropriate action. Ultimately, leaders are judged by how they handle challenges and the actions they take to foster a productive work environment.
- The Cost of Distraction and Inefficiency
One of the most striking statistics shared during the session was that, on average, employees use only two minutes per hour with maximum focus. A significant portion of each business day is lost to mistrust, imaginary problems, and unnecessary competition. On top of that, interruptions and distractions cost us an average of 3.5 hours per day. Leaders must be intentional about how they manage their time and help their teams stay focused on meaningful work.
- Breaking Bad Habits: Are You Busy or Brilliant?
Urgency often creates bad habits. Many leaders react instantly to stimuli instead of engaging in critical thinking before responding. By pausing and asking the right questions, leaders can cultivate a more thoughtful approach to decision-making rather than getting caught up in a cycle of busyness.
Chick challenged us to reflect: Are you busy, or are you brilliant? The key to effectiveness is prioritizing impact over activity.
- Bridging the Gap Between Truth and Ground Truth
Every organization experiences gaps in trust, and these gaps directly affect engagement and performance. A staggering 70% of employee engagement is determined by a manager’s effectiveness. Despite this, 47% of employees report receiving feedback from their manager only a few times a year or less. Leaders must build high-trust relationships by providing frequent, meaningful feedback and ensuring their teams feel valued and appreciated.
- Systems Thinking: Working on the System, Not Just in It
A fundamental principal Chick shared is that every system is perfectly designed to get the results it gets. To change outcomes, leaders must be intentional about adjusting the system itself rather than simply working harder within it.
The system consists of five key elements:
- People
- Processes
- Materials
- Technology
- Environment
Leaders should focus on refining these interconnected elements rather than getting consumed by daily operations. One powerful insight from the session was: Don’t get sucked into performing activities in place of your team. Coach them to improve their own work instead.
- Adjusting Leadership Altitude
Leadership requires the ability to zoom in and out—finding the right level of involvement. Being too detached can make a leader ineffective, while being too involved can lead to micromanagement. Effective leaders adjust their altitude to balance strategy and execution, ensuring they are engaged in the right way at the right time.
- Question-Centric Coaching: The Key to Employee Growth
Coaching and leadership are about building authentic and meaningful relationships. Employees want to feel appreciated, trusted, and supported. One of the most effective ways to foster this trust is through thoughtful questioning. Instead of giving direct instructions, leaders can guide employees with powerful questions like:
- Can you review the three things we agreed you would accomplish this week?
- How would you rate your performance on a scale from 1 to 10?
- What are your ideas for improvement?
- How aligned do you feel on expectations?
- What motivates you—economic rewards, recognition, or the satisfaction of being involved?
By using questions instead of directives, leaders empower employees to think critically and take ownership of their development.
Final Thoughts
Chick Herbert’s session on Question-Centric Coaching was a powerful reminder of what it takes to be an effective leader. Leadership isn’t about being the busiest person in the room—it’s about being intentional, consistent, and focused on the right things. Leaders who embrace coaching, trust-building, and systems thinking will cultivate stronger, more engaged teams and create lasting impact.
As I reflect on this session, I challenge myself—and you—to lead with purpose, ask better questions, and work on the system rather than just in it. How will you apply these insights to your leadership approach?