Do you remember the last time you were asked a question, but didn’t have the answer?
Maybe it was during a team meeting or a one-on-one conversation, or maybe your manager needed some information you just didn’t have. Not having the answer is not a problem, but responding poorly when you don’t have the answer is a problem.
Here are the 3 typical responses people have in this situation you want to avoid:
These should sound familiar. The first one is people freeze up. They forget their words, they fumble around, they’re not sure what to say. They look like a deer in headlights. The second type of response is where people just make something up. They’re not sure how to respond, so they give the best answer they think they currently have, which they know is *maybe* not totally true. And the third kind of response is people just shrug their shoulders and say, “I just don’t know.” And they leave it at that. Now we know we shouldn’t freeze up, make stuff up, or just shrug off not knowing.
Here are 4 steps on how you can respond well when you’re asked a question you don’t have the answer to:
(Make sure you pay attention to step #3 – that came straight from one of our clients who is the Executive Vice President of a large multinational company. He told us this while we were delivering our “Present to Influence” communication training for his executive team. And this guy knows what it means to be successful.
1. Admit
If you don’t have the answer, admit it. No amount of verbal jiu-jitsu will convince your audience otherwise if you don’t actually know the answer. Knowing right now that if it happens in the future where you get asked a question and you don’t have the answer, that you’ll be okay – that is a very empowering belief. It’ll help you keep your cool and not freeze up, which wastes your stakeholder’s time.
2. Commit
Commit to getting an answer. It’s okay to admit you don’t have the answer when and only when you commit to getting the answer. So in step #1, Admit, you communicate that you’re open and honest. In step #2, Commit, you communicate that you’re proactive and solution-focused. Most people do not like committing because then they’re being held accountable for their commitment. So don’t be like other people. Be one of the few that will promise and deliver on their promise, and then you will stand out from the crowd.
3. Time It
Set a deadline. Committing without a deadline isn’t commitment at all. Deadlines are what separates dreams from goals, should-dos from must-dos. So give your stakeholder a deadline and ask them if that deadline works for them. Because your answer is only useful if it’s timely.
4. Do It
Phil Knight was right, “just do it.” If you don’t follow through, you’ll lose more credibility than the person that just shrugged their shoulders and said, “I don’t know the answer”. If you do follow through, your credibility and your influence will get a huge boost in your office.
It can be as simple as this:
I don’t have that information in front of me right now, but I can look for it and get back to you by the end of the week. Does that time frame work for you?
Whether you find that information or not, follow up with your stakeholder within that time frame. Think about the 4 steps – which one do you plan to implement or strengthen?