When the Right Answer is Still the Wrong Answer

Often in our work, frustration arises not from a lack of expertise but because that expertise is applied to the wrong problem. This happens when someone answers a question accurately, but fails to address what the requester actually needs to know. In these situations the answer might be correct, but it is still wrong.

Most of the questions that arise are efforts to resolve uncertainty or inform an important decision, however the way the question is asked does not always reflect the actual need. The words might be imprecise or incomplete. The underlying assumptions might not be fully articulated. The target of the investigation might be off and miss the core issue. Consequently there is often a gap between the question that is literally being asked and the question that is actually being asked. When this gap exists, even the most careful and accurate answer will likely fail to satisfy the requester.

This typically becomes increasingly evident through repeated follow-up requests. The requester asks for more information, often in similar terms, because the response did not satisfy them. It did not resolve the uncertainty, or tell them what they needed to know, or even more challengingly did not tell them what they wanted to hear. Meanwhile the expert becomes more and more frustrated because they have provided exactly what was requested, sometimes after significant effort.

This is often perceived as benign miscommunication, but over time the exchange can deteriorate. Requests become broader or less relevant as the requester earnestly strives to learn what they need to know. Not only does clarity remain elusive, the opposite often happens and the request becomes even more vague.

The instinctive response is to provide even more detail, more data, more analysis. Answers become increasingly labor intensive. Unfortunately this approach fails to interrogate the original question and whether it’s the “right” one. If the true question has not been identified, answering the stated question, no matter how thoroughly, will never solve the problem. In fact it often increases confusion by adding information that distracts.

Both parties are working harder without making any progress.

Effective answers begin with recognizing that not every question should be taken at face value. Skilled communicators treat questions as signals, not instructions. The question is always the starting point. Rather than immediately supplying information, they pause to consider what the requester wants to know. They seek clarification, either explicitly or implicitly. Frequently the most useful response is not an answer at all but a reframing of the question itself.

When the real question is identified early communication becomes more efficient and more productive. Less follow up is needed. Decisions are made more quickly. The work of experts has greater impact.

Answering the question that was asked is often necessary, but answering the question that was intended is what makes the answer useful. This is where experts add value.