When answering questions or giving advice, be as open and honest as you can be without your advice or response turning into a lecture.

  1. Be sure you understand the question.  Miscommunication often occurs when you don’t pay close attention to what others are saying. Make sure you understand what you’re being asked before trying to answer. If you do not understand the question, repeat to clarify what you think you heard.

2. Please don’t ramble.  If you know the answer, provide it quickly and succinctly. Don’t spend a lot of time discussing irrelevant information. (“That reminds me of . . .”)

3. Keep in mind that you are the expert.  Don’t be intimidated when someone who has more responsibilities or may know more in a different area asks you a question. Give the answer then back it up with facts and details. You may want to put them in a note or memo to memorialize them.

4. Give facts and data, not opinions.  If you’re asked for facts or data, give that. Refrain from adding observations to your answer. If asked for your opinion, then give it.

5. Don’t guess at answering the question.  If you can’t immediately answer a question, don’t try to fake it. Let the questioner know that you will get the information and get back to him or her. Get the answer as soon as possible, when you have it, respond immediately

6. Never be condescending.  Do not respond to a question with a condescending remark. That includes facial expressions, ie; a credulous look with eyebrows raised, shaking of the head, deep sighs. This may make the person hesitate to communicate further with you. You will lose a valuable source/resource.

7. Admit what and when you don’t know.  Being an expert can sometimes mean that you don’t know the answer to the question, but you do know who does. Refer the person to good and proper sources who can be of better help.