"My client’s experience is one that many leaders can relate to. Our anxieties have raised a barrage of new questions about what comes next, most of which are being directed toward the people in charge. In a genuine desire to appear helpful, compassionate, and “in control,” those people often feel compelled to answer. With the best of intentions, however, they could actually be making things worse."
With these words, Ron Carucci begins his article in HBR, in which he tries to explain the challenge of answering a question you have no answer to. No matter how much information you have and what it is, it's important to offer a helpful and honest response.
About 6 important principles
The author outlines 6 important principles that you should follow.
- Acknowledge your own anxiety.
- Listen for the need underneath the question.
- Ask questions that help others find strength.
- Don’t interpret questions as critique.
- Practice your tone and physical delivery ahead of time.
- If you blow it, recover quickly.
In order to get a good idea of what the author points out within each principle, welcome to read the article available here.