THE TOOLKIT
I don’t know answers

Nobody knows everything. If you did, you’d be running the company, and odds are your senior leadership doesn’t claim to know everything. However, there is a very important difference between coming across as if you don’t know vs. not knowing and coming across as concerned and still knowledgeable. The following three tactics are useful techniques to respond when you don’t know the answer. The first key is to by direct and say, “I don’t know,” but then follow it up with additional information. Take the following question as an example.

 

How much will it cost?

 

I don’t know, but..
I’ll tell you what I do know.	I’ll find out and call you.	I can refer you to an expert.
Last year we paid $10,000. Since this project seems very similar, I expect that’s in the ballpark.	I believe Bill has the exact numbers. I’ll call him to get those and call you back by Wednesday at 3 p.m.	Sarah and Margaret are the team leads. They’ve got that number. Here’s their extension, and I’ll give them a heads up to let them know you’ll be calling.