One of the Worst Leadership Answers. . .Ever

Team member is interested in the business and happens to be perplexed by a particular issue.    Team member decides to gather their courage and go ask their manager for sage wisdom   Team member is rewarded with one of the worst leadership answers ever:

"I don't know - go ask management."

Seriously.

Note that the team member actually thought that by going to their leader that they were doing just that. . .asking management.  Instead of getting an informed, or even sympathetic response, they are greeted with a reply that indicates that not only is their leader minimally, out of the know, but maximally, out of touch.

"I don't know - go ask management."

Not only have I heard managers (ironic, isn't it?) say this,   I have heard directors say this.   I've even heard vice presidents say this!   

Here are just a few of the problems with this response.

The leader is abdicating responsibility.   Along with the privilege of leading a team comes  great responsibility.   Part of that responsibility is aligning one's self with the overall strategies and tactics of the company.   "I don't know - go ask management," indicates that the leader hasn't taken the responsibility to understand strategic initiatives and tactics; if this is the case, the team member should have very little confidence in the leader's ability.

It is an indicator of mis-communication.  Communication is key to any enterprise - any time there is an indicator that there is a lack of flow of information -it is a warning sign to the team that something is amiss.  Teams need to have confidence that their leaders are communicating throughout the ranks.

The answer does not take care of the team member.    One of the best privileges we have is to take care of the members of our team.     There is no care demonstrated in the response of "I don't know - go ask management."    It leaves the team member further awash in uncertainty that negatively impacts morale and productivity.

So what should a leader do?   Treat each question with care - as much as possible make sure you know the answers.    If you don't know the answers, be candid:  "I don't know - but let me try to find out for you."    Then give yourself a brief amount of time to get back to the team member.   Even if you can't find out the whole answer - a partial answer and a promise to keep seeking the truth will work. . .and allow the team's work to continue onward.

People ask questions because they are genuinely interested, need an answer to continue to be productive or desire to align themselves with the goals of the company.   Questions are a  resource to the leader. . .a resource that always deserves strong, directive answers.

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Brent Frerichs is the author of "Courageous Questions, Confident Leaders" available for e-readers, tablets, PCs from Amazon Kindle.   This book is now part of the Kindle lending library.