How to answer an unexpected question
Meet Maya.
She wants to be fair to her teammates. When a question catches her off guard, she sometimes explains before giving her answer.
Yes, I’d keep them. They’re already handling order and delivery emails on their own.
A brief pause is fine. Then give a clear answer.
Give a clear recommendation.
Maya has been training a new customer-support teammate for two weeks. They now answer emails about orders and deliveries on their own, but still need her help with technical questions about the products.
Maya’s manager
Based on what you’ve seen, do you think we should keep them?
Maya’s first response
Well, I’ve been showing them around, and I think they’ve met everyone…
Give your recommendation, then explain why.
Maya has described their introduction to the team, but hasn’t said whether she thinks they should stay.
Maya’s clearer response
Yes, I’d keep them. They’re already handling order and delivery emails on their own.
- Clear recommendation
- Supporting reason
If Maya’s manager asks more
Maya’s manager
Could they handle the technical questions on their own?
Maya
Not yet. That’s where they still need my help.
Be clear about where they still need help.
You can recommend keeping someone while being honest about the support they need.
If they question her recommendation
Maya’s manager
If they still need help, why do you think we should keep them?
Maya
They’re already taking care of the order and delivery emails. I’d keep them and continue their technical training.
Explain your recommendation without ignoring the concern.
Return to what you’ve seen them do, while acknowledging where they’re still learning.
If they ask how long
Maya’s manager
How much longer do you think they’ll need your help?
Maya
I’m not sure yet. I want to see how they handle a few more technical questions first.
Say when you don’t know yet.
You can recommend keeping someone without knowing exactly when they’ll be ready to work independently.
Start with the answer.
Other situations Maya might face: say what you know, what remains undecided, or what you don’t know yet.
Maya knows the answer.
Maya confirmed Meeting Room 12 is booked for her team’s 2 p.m. meeting.
Maya’s coworker
Do we have a room for the meeting?
Maya
Yes. Meeting Room 12 is booked for two.
Give the answer first, then add any details they need.
Maya knows part of the answer.
A client has agreed to the price, but hasn’t confirmed the appointment date.
Maya’s coworker
Is everything confirmed with the client?
Maya
The price is confirmed. We’re still waiting on the date.
Separate what’s confirmed from what’s still undecided.
Maya doesn’t know yet.
A customer cancelled an appointment without giving a reason.
Maya’s coworker
Why did they cancel?
Maya
I don’t know yet. They didn’t give a reason, but I can follow up.
Say when you don’t know instead of guessing.
Your turn
Your turn to respond.
Read the situation. Think of your answer or say it aloud before opening the example.
The situation
You’ve drafted the slides for a presentation about your team’s recent work. You still need to format them and add images.
Your team lead
Is your presentation finished?
What would you say?
Give your answer first, then explain what’s finished and what still needs work.
See one possible response
One possible response
Not yet. The content is drafted, but I still need to format the slides and add the images.
Answer first. Separate finished from remaining work.
This makes it clear that the content is drafted, but the presentation isn’t finished.
Practice before it matters.
Pressure gives you short conversations to answer out loud, feedback on your response, and a chance to try again when a retry is available.
See how practice worksFind your words.
Practice saying them.
Short spoken reps for everyday conversations.
