Avoid the "Redirect"

AVOID THE REDIRECT

How many times have you asked a question to a company, manager, coworker, only to find that the question gets redirected. It gets pushed aside, goes unanswered, and ignored. How do you avoid that?

There are a few tricks and techniques that can be used, but first we need to understand why this happens. There are three main reasons why this happens.

1. The question is not clear and concise.
2. The person being asked does not know the answer.
3. The answer could "open a can of worms"

If the question is not clear and concise, you will not get a clear and concise answer. In order to make your question clear and concise, know what type of answer you are looking for. Are you looking for a simple answer, or a commitment? Are you looking for an explanation, or an apology? Understand the relationship between your question being asked, and the answer you expect. Clean up your question so that the answer can only be as concise as possible.

People do not like feeling they do not know something. They don't like being put on the spot. So if you know ahead of time they may not know the answer, give them a way out. Tell them ahead of time that you know this might be tricky, or need some research. Allow the person the time to do the work needed to give a proper answer. Being demanding to people when they do not have knowledge or authority, will get you nowhere. Your question will go unanswered, or will be served with an order of bull.

Questions that look for someone to accept fault or blame can open a can of worms. Especially given times are tough, the CYA (Cover Your Ass) mentality is stronger then ever. Know what the impact of your question is. Is the company admitting there was fraud? is your co-worker admitting incompetence?

Solution... Give a way out.

As when people don't know something, opening a can of worms requires a delicate approach. You need to give a way out. Offer ways for the answer to be delivered in a way that will not implicate them, or open that can of worms. Saying things like.

• "I understand this may be a simple mistake"
• "I understand this was not intentional"
• "I understand this anomaly should be kept confidential"
• "I appreciate this may be complex, and will agree to keep this quiet."
• "I have no problem with an off the record answer"
  

Knowing what your objective in the question is will help you keep the question clear and concise. Your approach and anticipation will help comfort those to give you the answer you are looking for. The understanding builds rapport, and helps disarm defensive responses.

Trying to solve too much, and setting people up will leave your questions avoided or redirected. Being crisp, clear, concise, and understanding will lead to better responses, and help build your relationships.


Copyright © 2009 Peter MacSweeney. All rights reserved. Reproduction in whole or in part without the express written consent of the author is forbidden. Contact the author through the comment form for all inquiries, including media.

Copyright © 2009 Peter MacSweeney. All rights reserved. Reproduction in whole or in part without the express written consent of the author is forbidden. Contact the author through the comment form for all inquiries, including media.

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