Answering Questions

Not everyone has the same gardening knowledge. 

Think about a new hobby or project that required learning something new. You didn't start knowing a lot, or doing perfect work. Did you learn from your mistakes, and build confidence over time? And did you reach out to more experienced people along the way for help? 

When you're solving plant problems for people, you're helping new gardeners learn. As a Master Gardener Volunteer, you share experience and knowledge from science-based resources. With un-biased help, gardeners know that you're providing factual information that is trustworthy, and your connection to the University means it's reliable. 

Remember why people are coming to you, and consider the following tips when solving plant problems:

• Be understanding and open-minded 

• Take time to listen and understand the problem

• Reassure the gardener

• Don't shame or admonish for garden mistakes 

• Only provide science-based information

Answering Gardening Questions

Follow these practices when answering gardening questions and working with the public:

• Listen fully and ask questions to learn more about the problem - don't jump to conclusions 

• Remember that helping is a discussion - seek to understand

• Don't think like a gardener - not everyone has the same lens of the garden and garden problems as you may

• Be kind and empathetic - avoid shaming for garden mistakes

• Say "I don't know" if you're not sure about a problem- offer to respond after doing some research 

Mistakes to Avoid

• Not answering the questions or addressing the specific problem

• Answer is based on your opinion, not facts

• Resources are not from research-based, scientific sources

• Tone and demeanor "talks down" to gardener

• Missing background information and recommended garden changes through IPM

• Does not provide multiple options for control, as recommended with IPM

• Provides resources or references without an explanation

• Provides an answer without additional resources

• Contains spelling and grammatical errors, if written

• Doesn't include Master Gardener Volunteer title

When a Fellow Master Gardener Gets it Wrong

We're all human. At some point, you may experience a fellow Master Gardener give information that is out of date, incorrect, or bad. What do you do in these situations? It's important to be kind to each other, and preserve the dignity of our peers should we unknowingly make a mistake or believe information that is no longer correct. Furthermore, be aware enough to recognize that you may also be incorrect at times, and need similar feedback. Consider using the following phrases, depending on the situation:

• When the information is out of date, say:

  • • "I just recently read that scientists are now saying ... " 

    • "I used to think that too, but I've learned something different. Here's the update." 

• When the information given may cause a potential safety concern, we should give each other permission to intervene and say "I disagree."

  • • Try, "Here's another way of looking at this ..."

• When a home remedy or solution that is not based in research is offered:

  • • Say, "I've heard that too, but I don't know of any research to back it up." 

    • Redirect. For example, if you overhear someone recommending marigolds as companion plants for insect control, you could say "research doesn't support this, but marigolds are a lovely addition to the vegetable garden."

Questions to Avoid Answering

There may be situations where you are asked advice about topics best left to the experts. For example, if a question relates to the overall health of a tree, it is best to refer them to a certified arborist who can properly assess the health of the tree and determine best management options. Trees add immense value to a landscape, and can cause considerable damage if they break or fall on property during storms. Because of this, it is best to leave the liability to the experts. The same applies for advice regarding landscape design that may impact a home foundation, or include water features. Do not put yoruself on the hook for advice which, if incorrect, could cause expensive damage.

Furthermore, if someone asks advice about doing something illegal, such as removing protected trees or using pesticide in protected areas without a permit, you do not need to provide advice that would support illegal activity. Instead, refer them to resources which provide more information about the state law, such as DNR Shoreland Management Resources, for further information. 

Mushrooms

When serving as a Master Gardener Volunteer through the University of Minnesota Extension, do not provide identification of wild or foraged mushrooms. Proper identification of mushrooms requires experience and expertise, and improper identification of edible mushrooms can lead to serious illness and death. 

Next: Learn how to write good answers by reading through a few Case Studies