Clean Language with Andrea Chiou

Jan 8, 2021

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This week, Sam Falco is joined by Andrea Chiou to discuss the topic of clean language!

In their conversation, they discuss clean language; what it is, what it is not, where it originated from, its applications, and the barriers or challenges to using clean language (and how to address them). Andrea also outlines key clean language questions, how to know when and where to use them, and what you can do to further improve your clean language!

Andrea Chiou’s past work includes many roles within IT, from developer to business and process analyst, technical lead, and PM. Her main focuses include Scrum, Kanban, strategy, facilitation, remote working, product visioning, conflict management, leadership, user experience, clean language, organizational learning, and coaching. Andrea’s mission is to help people at work connect to one another so that the best possible outcomes are available not only in the moment but over a sustained period.

Key Takeaways

What is clean language?
- A label that describes a set of questions that are used in a process to help people think through their intentions and better understand one another
- Non-leading questions that elevate and amplify the inherent diversity of skills, knowledge, and styles of working in a team
- A powerful way of getting everyone to pay attention to one another and create a system of learning, listening, inquiry, and mutual support
- It is a set of 12 core questions that are non-leading and assumption-free
- The use of these short “clean questions” puts the emphasis on the keywords that demonstrate to the person that you’re asking that you are hearing them and you empathize with them (i.e. you’re using their words, not your interpretation of their words)
Where clean language originated from:
- There are four main branches of how clean language has evolved: 1) symbolic modeling 2) systemic modeling 3) clean space 4) clean interviewing
Clean language applications:
- When interviewing others to gather information (ask questions that are not leading, so as not to influence the answers)
- It is often used in person-change work (coaches, counselors, psychologists, etc.)
- It can be used as an information-gathering tool by market researchers, journalists, business and systems analysts, developers, etc.
- Using clean language in a team setting improves communication, empathy, and understanding
Barriers or challenges to using clean language:
- Even though you’re using someone else’s words it may go unnoticed or be done in a way that can make someone feel uncomfortable
- It’s easy to learn, but, much like Scrum, takes a lot of practice and support to become good at it
- It can be challenging to know when to use it
- Especially in IT, the pace and the need for quickness often hampers people’s ability to actually listen well
How to use clean language questions:
- Two of the most common questions are 1) “What kind of…?” and 2) “Is there anything else about...” These get at the “nitty-gritty” details
- You put your attention on the person you’re asking the questions to and hearing them fully
- Repeating their words when asking follow-up questions, inviting them to continue
List of clean language questions:
- Developing Questions
  - What kind of X?
  - Is there anything else about X?
  - Where is X? or Whereabouts is X?
  - Is there a relationship between X and Y?
  - When X, what happens to Y?
  - That’s X like what?
- Sequence and Source Questions
  - Then what happens? or What happens next?
  - What happens just before X?
  - Where could X come from?
- Intention Questions
  - What would X like to have happen?
  - What needs to happen for X?
  - Can X (happen)?

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