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What to Say When You Don't Know What to Say: The Silent Killer of Australian Business Conversations

Silence can be bloody terrifying, can't it?

Standing there like a stunned mullet while your brain frantically searches for something—anything—to fill the void. Whether you're in a boardroom in Melbourne or chatting to a client over coffee in Perth, those awkward moments when words escape you can make or break professional relationships. After nearly two decades in business consulting across Australia, I've seen more careers stalled by poor communication recovery than by actual incompetence.

The Myth of Always Having the Right Words

Here's something that might surprise you: the most successful people I know aren't the ones who always have the perfect response. They're the ones who've mastered the art of buying time gracefully.

I remember working with a CEO in Brisbane—let's call him Dave—who had this annoying habit of filling every silence with "um" and "ah." During one particularly important investor meeting, he must have said "um" about forty-seven times in ten minutes. The investors weren't impressed with his hemming and hawing, but they were impressed with his honesty when he finally said, "You know what? That's a really important question, and I want to give you a proper answer. Can I take a moment to think about that?"

Game changer.

Your Opinion 1: I genuinely believe most Australians are too polite for their own good in business situations. We'd rather stumble through a half-baked response than admit we need a moment to think. This cultural quirk is holding us back internationally.

The Power Phrases That Actually Work

After years of managing difficult conversations in corporate environments, I've developed a toolkit of go-to responses that work in virtually any situation where you're caught off guard.

The Clarification Stall

"That's an interesting point. When you say [repeat their key phrase], what specifically do you mean by that?"

This isn't just buying time—it's actually good communication. You're ensuring you understand before responding, and nine times out of ten, their clarification gives you the perfect angle for your response.

The Expertise Redirect

"You know, Sarah from our accounting team was just discussing this exact issue yesterday. Her perspective was fascinating..."

Works every time. You acknowledge the question's importance while giving yourself breathing room. Plus, people love feeling like they're getting insider information.

When Honesty Becomes Your Secret Weapon

Sometimes the best response is the most obvious one: "I don't know."

Revolutionary, isn't it?

But here's the twist—never leave it hanging there like a wet weekend. Follow it up immediately with action:

  • "I don't know, but I'll find out and get back to you by Thursday."
  • "I don't know off the top of my head, but let me check my notes."
  • "I don't know the full answer, but what I can tell you is..."

Last month I was facilitating a workplace bullying training session in Adelaide when someone asked about specific legal ramifications I wasn't qualified to address. Instead of winging it (disaster waiting to happen), I said, "That's outside my expertise, but I know someone who can give you the definitive answer."

The participant thanked me for my honesty, and I followed up with proper legal resources the next day. Trust built, credibility maintained.

Your Opinion 2: I think we've created a business culture where admitting ignorance feels like professional suicide. Bollocks to that. Some of the smartest people I know are the quickest to say "I don't know" when they genuinely don't know something.

The Art of Strategic Deflection

Look, sometimes you know the answer but you're not ready to give it. Maybe you need to check with your team first, or maybe it's politically sensitive. Here's where strategic deflection becomes your friend.

The Consultation Approach

"That's exactly the kind of strategic decision we need to discuss as a leadership team. I'd hate to give you a half-formed answer when this deserves proper consideration."

The Timing Play

"You've hit on something really important here. This ties into our quarterly review process—can we schedule some dedicated time to explore this properly?"

I learned this the hard way during a particularly brutal budget meeting in Sydney about five years ago. The CFO blindsided me with questions about resource allocation for a project I'd only heard whispers about. Instead of admitting complete ignorance (which would have been career limiting in that environment), I said, "The numbers I have here don't give the full picture. Let me pull together the comprehensive data and present it properly at tomorrow's follow-up meeting."

Bought myself 24 hours, came back fully prepared, and actually strengthened my position by demonstrating thorough preparation.

Cultural Context Matters

Here's something fascinating: Australians generally respond better to straight talk than corporate speak. When Americans might say "Let me circle back on that synergistic opportunity," we can simply say "Good question—I'll need to think about that one."

Our cultural directness is actually an advantage in these situations. We don't need to dress up our uncertainty in business jargon. "I'm not sure about that" sounds more trustworthy than "I'll need to leverage our internal resources to provide visibility on that particular deliverable."

The Follow-Up Game

This is where most people drop the ball completely. You've successfully navigated the awkward moment, but then you forget to actually follow through.

I keep a "follow-up file"—just a simple document on my phone where I jot down commitments I make during conversations. Every Friday afternoon, I review it and make sure I've delivered on every promise.

Simple system. Massive impact on professional credibility.

Body Language Speaks Louder

While you're formulating your response, your body language is telling its own story. Here's what I've observed works:

Maintain eye contact (shows confidence even when you're uncertain), lean slightly forward (demonstrates engagement), and keep your hands visible and relaxed. Avoid crossing your arms, looking at your phone, or fidgeting with papers.

I once watched a colleague completely undermine herself during a client presentation. She knew her stuff, but every time she needed a moment to think, she'd look away, touch her neck, and say "Sorry, sorry" before answering. The client lost confidence in her expertise, even though her actual answers were spot-on.

The Digital Age Dilemma

Video calls have added another layer of complexity to these situations. The slight delay in video conferencing can make natural pauses feel even more awkward. Plus, you can see everyone's facial expressions, which sometimes makes the silence feel more loaded than it actually is.

My advice? Use the technology to your advantage. "Let me just pull up the exact figures" while you click through to your documents buys you precious thinking time while looking professional and prepared.

Industry-Specific Strategies

Different industries have different tolerance levels for uncertainty:

In consulting: Clients expect you to have frameworks and methodologies. "Let me apply our standard analysis framework to that question" works beautifully.

In sales: Customers often respect honesty about product limitations. "I want to give you accurate information on that feature—let me check with our technical team."

In manufacturing: Safety and precision matter most. "I need to verify that with our safety protocols before giving you a definitive answer."

The key is understanding what your audience values most and aligning your response accordingly.

When All Else Fails

Sometimes you're just going to stuff it up. We all do.

Last year during a particularly high-stakes meeting with a potential client, I completely blanked when asked about our company's environmental initiatives. Just... nothing. Brain went on holidays.

Instead of panicking, I smiled and said, "You know what? You've just highlighted something really important that I should know better. Can I call you tomorrow with a proper answer on that?"

We got the contract.

Not because I knew everything, but because I handled not knowing something with grace and followed through professionally.

Related Resources:

Remember: the goal isn't to never be caught off guard. The goal is to handle those moments so smoothly that they actually strengthen rather than weaken your professional relationships.

In Australian business culture, authenticity trumps perfection every time. Master the art of graceful recovery, and you'll find those awkward silences transform into opportunities for deeper, more meaningful professional connections.

Because at the end of the day, people don't remember the questions you couldn't answer immediately. They remember how you made them feel during the conversation. And there's something refreshingly human about admitting you need a moment to think.

That's worth more than all the smooth talking in the world.