What Leaders Say When They Don’t Know the Answer
You’re in a meeting, just wrapping up your status update, and things are going well. The group seems reassured that you’re on top of things. Then, just as you’re about to close your laptop and head for the door, your boss’ peer asks, “How are projections looking for Q2?” Your boss nods in your direction and suddenly, all eyes in the room are back on you.
Blurting out a panicked “I don’t know!” may seem like the path of least resistance in an uncomfortable moment—but if you want to be taken seriously as an emerging leader, you should ditch that phrase and learn what experienced leaders say when they don’t know the answer.
Saying “I Don’t Know” Costs You Credibility and Influence
I once spoke with a woman who was truly an expert in her field—the only engineer on her software team with a PhD. But despite her technical chops, people kept sidestepping her and going to her boss with questions that she could have answered.
It turns out that the tech-savvy PhD was in a job that required her to represent the department in senior-level executive meetings where it had been deemed acceptable—even encouraged—to interrupt whoever had the floor and fire a rapid stream of tough questions at him or her. No matter how meticulously the engineer prepared for the meeting (and firing squad), she would inevitably fumble, lose her composure, and say, “I don’t know. I’ll ask my boss.”
Just like that, she had inadvertently trained people to go to her boss with their tough technical questions. It turns out that Dr. Phil was right when he said, “We teach people how to treat us”—and that this is especially true when it comes to establishing credibility and influence at work. Every time you say “I don’t know,” you teach people not to come to you next time.
“I Don’t Know” is Not an Answer—or an Option!
Once, while at a professional crossroads, digital marketing executive Dr. Patricia Fletcher reached out to a mentor for help. When her mentor, Jeanne Sullivan, a seasoned investor and corporate board member, asked what Fletcher would do in a hypothetical situation, Fletcher began her response with “I don’t know….”
Sullivan cut her short, reminding her, “‘I don’t know’ is not an answer. The correct answer is, ‘I don’t have enough information to answer your question.’”
Fletcher now looks back on this as one of the best pieces of advice she’s ever received. “When it comes to business, there’s no such answer as ‘I don’t know,’” she says.
Prepare a More Powerful Response
In the business world, a person who speaks with confidence is likely to be perceived to be competent.
Writing for ForbesWoman, negotiation and leadership expert Selena Rezvani suggests, “Rather than turning to ‘I don’t know’ as a default, prepare yourself with some more powerful responses.”
Wondering what your options are? Here are four powerful options I recommend you commit to memory:
“I don’t have enough information to answer your question.” —Jeanne Sullivan, founding partner of Starvest Partners (and Dr. Patricia Fletcher’s mentor)
“Good question. I’ll find out.” —Chris Turkovich, principal program manager
“Based on what we know today, my thoughts are…” —Selena Rezvani, leadership author, speaker, and consultant
“I don’t have the data at hand, but I’ll get it to you later today.” —Senior software engineer
The PhD software engineer from the story above practiced these responses while standing in front of a mirror until she was able to stand her ground when fielding a tough question. Now, when pressed for an answer, she looks the inquisitor in the eye and responds in a way that builds her leadership presence and authority. And now, colleagues and execs alike know to come to her—first, before her boss—with technical questions.
Communicating with confidence is part of a leader’s job. To join the rank of truly exceptional leaders, upgrade your communication toolkit and eliminate your “I don’t knows” in favor of more powerful responses.
Photo of speech bubbles courtesy of Shutterstock.
Jo Miller is founding editor of Be Leaderly and CEO of Women’s Leadership Coaching, Inc. Jo is the creator of the Women’s Leadership Coaching® system, a roadmap for women who want to break into leadership. She has traveled in Europe, North America, Asia Pacific, and the Middle East to deliver keynotes and workshops, and counts being the only Aussie women’s leadership coach in Iowa among her unique “koalafications.” Read more from Jo at www.beleaderly.com.More from this Author