The Art of Questioning: Tips for the Quality Professional

Monday February 18, 2019
5:30 pm - 7:30 pm

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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:

  • Improve the quality of questions used on a daily basis.
  • Boost your communication process/approach for working with clients, co-workers, and family members.
  • Learn new tools/techniques for developing better questioning skills.


3041 N Mayfair Road, Milwaukee, WI

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David Gorin, CSSBB

Enterprise Transformation Lead

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 17 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 36 years and two daughters.

Panel Discussion

The February 2019 Pre-Meeting Clinic on February 18th will cover on overview of the 2019 Spring Quality Education Seminars being held at MRA on Saturday Feb 23, Saturday Mar 2 and Saturday Mar 9, 2019 including the following topics:

Data Analysis

  • Basic Excel for Data Collection and Analysis
  • Advanced Excel for Data Analysis
  • Introduction to Microsoft Access
  • Excel Pivot Tables


  • Emotional Intelligence / Group Dynamics
  • Leader Standard Work & Policy Deployment / Hoshin Planning
  • C I and Quality Costs
  • Aligning Strategy with the V O C

Quality Technician B O K

  • Statistical Techniques
  • Quality Concepts and Tools
  • Inspection and Test
  • Metrology and Calibration
  • C/A & P/A
  • Quality Audits

Yellow Belt

  • Yellow Belt Training Day 1
  • Yellow Belt Training Day 2
  • Yellow Belt Sample Certification Exam Questions



Arnot Heron is a Lean Six Sigma Master Black Belt, ASQ Certified Six Sigma Black Belt and a member of the ASQ Milwaukee Section Leadership Team.

Arnot has provided “Best Practices” consulting for government organizations of more than one dozen countries (including NASA & the FAA), many multi-national corporations (including Boeing & FedEx) and several nuclear power stations (including Boston Edison and Florida Power & Light), in order for the organizations to adopt the worldwide best practices of similar organizations to increase quality, safety and profitability.

He taught over 6000 hours of training in 10 states and 10 countries (including Lean Six Sigma and Excel courses), produced over 1000 hours of training videos, produced hundreds of hours of computer assisted training and wrote over 100 training manuals and over 1000 other documents.