Tulsa World: Give questioners the best answers

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Give questioners the best answers

By HARVEY MACKEY United Feature Syndicate
Published: 11/8/2009 2:22 AM
Last Modified: 11/8/2009 4:39 AM

I recently wrote about the best way to ask questions to get the most out of answers. It triggered 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 Mr. 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.

Make sure you understand what you're being asked. Clarify the question if you're confused.

Don't babble. If you know the answer, provide it quickly and succinctly rather than spending a lot of time discussing irrelevant information.

My advice is to start short and let the questioner request additional information.

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. If you're asked for a personal viewpoint, give it. Otherwise, stick to the facts. Refrain from adding anecdotal observations to your answer.

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). As the saying goes, better to let them just think you're ignorant than to open your mouth and prove it.

Don't be critical. Never answer a question with a condescending remark like, "You don't know that?" Would they have asked if they did?

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.

Mackay's Moral: You'll never go wrong if you give the right answer.

Harvey Mackay can be reached through his Web site, tulsaworld.com/mackay, or by writing him at MackayMitchell Envelope Co, 2100 Elm St. SE, Minneapolis, MN 55414. By HARVEY MACKEY United Feature Syndicate

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