It's Okay To Say "I Don't Know"

February 27, 2009
Posted by Marnie E. Green

It's almost a waste of keystrokes to say these are uncertain times. We hear it everyday. No matter what level of government you serve in, you've probably experienced economic ups and downs lately and your employees are probably asking or at least wondering:

• Is my job safe?
• Is the agency financially sound?
• What does the future hold?

In these scary times of budget cuts and layoffs, employees look to you, the Human Resources representative, for the critical information they crave. The reality is that you may not know the answers to their questions. Still, your responses send strong emotional signals about your ability to lead under pressure. Before you quickly attempt to respond to those answerless questions remember:

• We're all human and humans naturally have fears. Don't be surprised or take it personally if you are met with tears, anger, or other strong emotions. Everyone reacts in their own way during times of uncertainty.
• Tell them all you know. Hiding details or facts from employees rarely benefits anyone. And, employees eventually find out the full truth (often from the media). If you haven't been 100% up front with the details from the beginning, your lack of transparency will work against you in the future. Guaranteed.
• Admit that you don't know. In this environment no one knows all the facts or all the possible outcomes. The best thing you can do is to admit what you don't know and let them know when you expect to have more information.
• Create a centralized "place" for keeping employee up-to-date. We know that employee communications is a central part of our role in human resources. Still, in these times, it's even more critical to have a central place (website, hotline, Facebook page, whatever) where employees can find the most current information. A centralized spot for information also cuts down on the potential for rumors and gossip.
• Redefine your expectations for performance. Today we are faced with an opportunity to redefine performance expectations for each job. Employees need to know what will differentiate them from others. This is the perfect time to talk about superior performance and how to achieve it. Employees need to know what it is and your organization needs it now more than ever.

Finally, approach these conversations (and these difficult times) as an opportunity to focus on your own personal growth. It's not going to be easy. You can choose to muddle through in a reactionary way or you can choose to learn new ways to be efficient, develop new skills, and develop the confidence you'll need to successfully navigate these tough times. Choose to grow.