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Harvey Mackay: Probing questions deserve smart, savvy answers
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I recently wrote about the best way to ask questions to get the most out of answers. It triggered several responses, including another question: Do you have any advice about the best way to answer questions?
I have to ask questions every day, in sales presentations, management meetings, interviews, preparing for speeches and the usual things we all need to do. I like to receive answers that are complete but not overloaded with useless information. I like answers that are clear and honest when the respondent doesn't know all the solutions.
I also have to give answers to customers, readers, employees, my accountant, inspectors, etc. Their questions are generally focused and necessary. My answers need to be straightforward and helpful.
The late management guru Peter Drucker said, "My greatest strength as a consultant is to be ignorant and ask a few questions." I only hope the folks who had to respond to Drucker had the presence of mind to ask him a few questions of their own.
You don't have to be an oracle when it comes to answering people's questions on the job. Just give each inquiry -- whether from a boss, co-worker or client -- your best reply.
Follow these tips to giving your best answer:
•Understand the question. Miscommunication often occurs when you don't pay close attention to what is being discussed. Ask the questioner to repeat or rephrase if you aren't sure what they're asking.
•Don't babble. If you know the answer, provide it quickly and succinctly rather than wasting time discussing irrelevant information. My advice is to start shortmore. Giving too much information often results in the good stuff getting lost in the mix. Of course, be prepared to provide more detail or a longer answer if asked.
•Remember that you're the expert. Don't be intimidated when a manager who has more responsibilities (but less knowledge of the daily workings of your position) asks you a question. Back your answer up with relevant facts and details, written and otherwise.
•Keep your opinions to yourself. Unless you're asked for a personal viewpoint, stick to the facts. In the workplace, measuring your words can save you plenty of problems.
•Don't wing it. If you can't immediately answer a question, let the questioner know how soon you can get back to him or her (the sooner the better). Trust me, you'll get busted eventually if you try to bluff your way through. As the saying goes, better to let them think you're ignorant than to open your mouth and prove it.
•Admit when you don't know the answer. Say so when you don't know, but make an extra effort to refer the questioner to sources you know that can be of better help. You'll be respected if you're honest.
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