During crisis, science tells us that our composure frays. When this happens, two things take place. We feel less safe, and sometimes, less able to clearly articulate our needs. But, if you can detect what the need is beneath the difficult question, especially when it is addressed at you, you can form an honest response to it.
One of the most empowering things leaders can do in the face of unanswerable questions is to use broader questions to draw out people’s deeper concerns. In doing so, you may end up helping others discover their own strength, which works far better than offering the answer you think they want.
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