There are some people who always seem to know everything. They can answer almost any question on any subject and convince you that their knowledge is superior than yours. Further interrogation will usually prove that their knowledge is less than comprehensive and that their answers aren’t always right. But the last thing you’ll ever hear them say is “I don’t know”.
Society even has a term for these people. They’re called “know it alls” and it’s not a compliment. The implication is that they think they know more than they actually do and that they try to appear smarter than they really are. Know alls are not popular for long in any group of people.
However, it is hard to admit we don’t know the answer when someone asks us a question. There’s a pause during which time we mentally repeat the question to ourselves and then go through our catalogue of retained knowledge, but if the answer isn’t stored in our memories what do we do next?
Most people will follow with one of these three responses:
1. Pretend they know the answer and “fake it”
2. Avoid the real answer and come up with a distraction
3. Admit they don’t know
Start with number three in the list — telling the person that you don’t know the answer. That seems to be the hardest course of action to take. It’s an admission of failure and that’s something we try hard to avoid, but sometimes it can also be the least costly response.
Fake It or Find a Distraction
Too many of us will feel compelled to “fake it” — to come up with an answer that’s really just a guess. In business this can lead to calamities, such as someone acting on inaccurate financial advice and losing money as a result. Their opinion of the person that gave them the wrong answer will certainly be lower than it was before they asked the question.
Others will admit (but only to themselves) that they don’t have the answer so instead of trying to come up with one they’ll search madly for an alternative. If a question is asked about which headline will be the most effective in a newspaper advertisement they’ll suggest advertising on radio instead. It addresses the question but is not a real answer.
If you’re asked a question and don’t know the answer, the best response is to say “I don’t know but I can find out for you” and then follow-through with finding the correct answer. It might at first sound like some sort of admission of ignorance but in the longer term it will be the most valuable to both you and to the questioner.
The first point to make is that the other person doesn’t know the answer and hasn’t been able to resolve the issue on their own. They’ve come to you for help and hope that you can provide them with the correct information. If you can give them the information they need, your value to them will increase, as will their trust in you.
On the other hand, if you give them information that later proves incorrect the opposite will occur; your value will have diminished and their trust in you will weaken or disappear completely. The appreciation they expressed when you gave them the answer they believed was right will turn into concerns about your abilities and honesty.
Be honest and Admit It
There’s nothing wrong with admitting you don’t know the answer. The other person doesn’t know it either, so at that point the two of you are on equal footing. When you helpfully come up with the correct answer you can also be certain it’s the best possible answer and the one that you know will work.
Having the ability to explore the question and conduct research that leads to the optimum answer is a demonstration of your talents, and shows your determination to provide the best possible result.
People who are genuinely successful in business didn’t get that way by guesswork. They didn’t “fake it” when confronted with a question, nor did they evade the issue by creating a distraction. They worked to find the correct answer and provided it with confidence, knowing it would strengthen their relationship with the person who asked the question.
Just remember, you can’t know everything. That’s something everybody knows!
Copyright 2005, RAN ONE Inc. All rights reserved. Reprinted with permission from www.ranone.com.
Chris’ combination of academic credentials, career experience and temperament ideally suit his calling as a business development advisor. Clients say he has a mind for business and a heart for service.