63. A Lesson in Listening from Barack Obama: How to Handle Multiple Questions

Listening, the social skill that is becoming extinct in the twenty-first century, is rapidly being replaced by rudeness. This behavior, which is merely annoying in social circles, can be destructive in the more mission-critical circumstances of business and politics.

One of the most common instances of not listening comes in response to multiple questions. Because such queries are usually a rambling set of unrelated issues, it is difficult for any presenter to remember all the diverse parts. Two common responses are to answer only one of the questions and then to ignore the second question by moving on to another questioner, or to answer the first question and then to turn back to the questioner and say, “What was your other question?” Both of those responses create the perception of not listening. Not listening leads to failure.

One way to handle multiple questions is to pick only one, answer it, and then turn back to the questioner and say, “You had another question.” Note the difference between that statement and “What was your other question?” which is a question about the question. This technique will result in one of two responses from the questioner. That person will either tell you what the other question was or say, “That’s okay, you covered it.” Both results take you off the hook.

Barack Obama used another technique for handling multiple questions. In a White House press conference, Jeff Zeleny of the New York Times asked him, “During these first 100 days, what has surprised you the most about this office, enchanted you the most about serving in this office, humbled you the most, and troubled you the most?”

The president immediately reached into his coat pocket, pulled out a pen, and said, “Let me write this down,” producing a wave of laughter from the other reporters in the East Room of the White House.

As Mr. Obama began writing, Mr. Zeleny began to restate his question, “Surprised ... troubled ...”

Mr. Obama said, “I’ve got—what was the first one?”

Mr. Zeleny repeated, “Surprised ...”

Mr. Obama repeated, “Surprised ...”

Mr. Zeleny repeated, “Troubled ...”

Mr. Obama repeated, “Troubled ...”

Mr. Zeleny repeated, “Enchanted ...”

The president said, “Enchanted,” then smiled and added, “Nice,” evoking more laughter.^F63.1

Barack Obama had carefully listened to the question, confirmed that he had listened by restating what he heard, and then reconfirmed by writing what he heard, sending a clear message of his attentiveness.

Compare his approach to the usual evasive response from most politicians. We have learned to tolerate, if not endure, nonanswers from politicians, but no man or woman can get away with evasiveness in business. However, business presenters often give the appearance of evasiveness because they handle multiple questions poorly. They do so not to evade, but because they don’t address a convoluted question fully. Nevertheless, the net effect is the same: not listening.

Take a lesson from the president. Next time someone asks you a set of long, rambling multiple questions about your presentation, reach for your pen, start writing, and confirm what you heard. Or simply pick one of the questions, answer it, and then say, “You had another question.” Just as the Times’ Jeff Zeleny did, your questioner will repeat the question.

Use your brain to think about the question and the answer, and leave the remembering to the rambler.