What Do I Do When I Don't Know the Answer?

An Interview with Wendy Saltzman, Expert Communications Coach, Three-Time Emmy Award-Winning Broadcaster, and Founder of Philly Power Media

You're standing in front of an audience. Your presentation went well. Then someone raises their hand and asks a question you weren't expecting. And you have absolutely no idea what the answer is.

Now what?

For many speakers, this is one of their biggest fears. They worry that saying "I don't know" will make them appear unprepared or undermine their credibility. In my 23 years as a television journalist, I interviewed thousands of people—from CEOs and politicians to physicians, attorneys, and experts. One thing became very clear: Not knowing an answer doesn't destroy your credibility. Pretending you know something when you don't can.

Today, I coach professionals on how to navigate exactly these moments with confidence. Here's what people ask me most often.

Q: Is it okay to say "I don't know"?

Wendy: Absolutely. In fact, sometimes it's the most credible answer you can give.

There's a misconception that experts are supposed to know everything. They're not.

What audiences expect is that you know your area of expertise—and that you're honest when something falls outside it.

I'd much rather hear someone say: "I don't want to speculate about that because it is outside of my expertise. Let me find out and get back to you."

That's confident. Guessing, speculating, or trying to bluff your way through an answer is where credibility can disappear very quickly.

Q: But won't saying "I don't know" make me look unprepared?

Wendy: It depends on how you say it. There's a big difference between: "Ummm…I don't know." And: "I don't have that information, but I'm happy to find out and get back to you."

The information is essentially the same. The delivery is completely different. Confidence isn't about knowing everything. It's about being comfortable enough to acknowledge what you don't know.

Q: What should I actually say when I don't know the answer?

Wendy: Keep it simple. Depending on the situation, you might say: "I don't have that information with me, but I'll find out." "I don't want to speculate, so let me confirm that and get back to you." Or: "That's outside my area of expertise, but here's what I can tell you…"

Notice that none of those answers sound apologetic. You're acknowledging the limits of what you know and then giving the audience a productive next step.

Q: Should I ever try to answer anyway?

Wendy: Not if you're guessing. This is particularly important when you're communicating about medical, scientific, legal, financial, or other highly technical information.

If you know part of the answer, you can distinguish between what you know and what you don't. For example: "What I can tell you based on the data we have is X. I don't have enough information to answer the second part of your question accurately."

That's a strong answer. You're not avoiding the question. You're being precise.

Q: Can I bridge to something I do know?

Wendy: Yes—but there's an important distinction. Bridging should never become dodging. As a journalist, I could always tell when someone was ignoring my question and simply delivering a prepared talking point. Audiences can tell too.

First, acknowledge the question. Then bridge. For example: "I don't have the numbers for that specific time period, but what I can tell you is that we've seen a significant change over the past year…"

You've been transparent about what you don't know while still providing useful information. That's an effective bridge.

Q: What if I'm asked something outside my area of expertise?

Wendy: Say so. Knowing the boundaries of your expertise actually makes you more credible.

You might say: "That's really a question for our legal team. From my perspective, what I can speak to is…"

Experts don't need to know everything. They need to know what they're qualified to speak about.

Q: What if I'm afraid I'll freeze when I don't know an answer?

Wendy: Give yourself permission to pause. You don't need to respond the instant someone stops speaking. Take a breath. Think.

You can even say: "I want to think about that for a moment." That doesn't make you look nervous. It makes you look thoughtful.

One of the biggest lessons I learned during my television career is that silence feels much longer to the person being interviewed than it does to everyone watching. Don't let your discomfort with silence force you into a bad answer.

 

Q: What if someone keeps pushing me for an answer?

Wendy: Don't let pressure force you to speculate. You can calmly repeat your position: “I understand why you’re asking. I just don’t want to give you information unless I know it’s accurate.”

That's not evasive. That's responsible. Your goal isn't to satisfy someone's demand for an immediate answer at the expense of your credibility.

Q: How can I prepare for questions I don't know are coming?

Wendy: You can't predict everything. But you can anticipate a lot.

Before an important presentation, interview, or meeting, I encourage clients to create a list of the 10 toughest questions they could possibly be asked. Not the questions they hope they'll get. The questions they hope nobody asks.

Then practice answering them. This is something we did constantly in television. Before an interview, I thought about where the story could go and what follow-up questions might uncover the information we needed.

You can use the same strategy from the other side of the interview. The more you've practiced navigating difficult questions, the less intimidating an unexpected one becomes.

Q: What's the biggest mistake people make when they don't know an answer?

Wendy: They panic and start talking. They think if they keep speaking long enough, they'll eventually find the answer. Usually, they just dig themselves deeper.

When you don't know something: Stop. Pause. Acknowledge it. Then decide whether you can answer part of the question, bridge to something you do know, or offer to find the information. You don't need to fill the silence.

Q: What's the biggest takeaway?

Wendy: Your credibility doesn't come from having every answer. It comes from being someone your audience can trust.

Sometimes the most confident thing you can say is: "I don't know." Then tell them what you do know—or what you're going to do to find out. That's not weakness. That's credibility

 

Final Thought

After 23 years in television news, I've seen people handle questions brilliantly—and I've watched people get themselves into trouble because they were afraid to admit they didn't know something. The difference wasn't expertise. It was judgment.

Great communicators understand that accuracy is more important than appearing to have all the answers. So the next time someone asks you a question you can't answer, don't panic. Pause. Be honest. Share what you do know. And when appropriate, promise to find out—and follow through. Because your audience doesn't need you to know everything. They need to know they can trust you.

Ready to Handle High-Stakes Questions with Confidence?

You can't predict every question you'll be asked—but you can learn how to handle almost any question with greater confidence, credibility, and control. Whether you're preparing for a media interview, executive presentation, keynote, board meeting, or challenging Q&A, personalized coaching can help you prepare for the tough questions and respond effectively when the unexpected happens.

Wendy Saltzman is an Expert Communications Coach, Three-Time Emmy Award-Winning Broadcaster, and Founder of The Power Media Agency, helping executives, physicians, scientists, attorneys, and business leaders communicate at their very best.

👉 Schedule a consultation and learn how to communicate confidently—even when you don't have all the answers by emailing Wendy@PhillyPowerMedia.com