Accept no substitutes

You are listening. You are asking all the right questions at the right time. You are patient. So why aren’t you getting the information you need? One of the following possibilities may exist:

• The person simply doesn’t understand your questions. You might try rephrasing your questions.
• The person simply doesn’t want to answer your questions. Maybe company policy prevents disclosure of the information. Maybe the person feels uncomfortable discussing a particular subject matter. If you believe this is true, make a note and find out the information elsewhere.
• The person is not good at answering questions. The avoidance is not deliberate or devious. Because of bad habits, sloppiness, or laziness, the person neglects to respond to your inquiry. Keep probing.
• The person doesn’t know the answer and is uncomfortable in saying so. If you suspect this, ask if the other person needs time to research the answer.
• The person is a pathological liar. In this case, run. Never negotiate with a liar — you can’t win. In each of these cases, the result is the same. You are not getting a valuable piece of information. Take the suggested possibilities to get the information you need. Don’t give up.