358 / TAKING CENTER STAGE
Answering tough questions
Anticipating situations
IIt is always easier to appear confident
when you have done your research, so be
prepared for your Q&A session. Although
it is unscripted, you should be able to
anticipate the questions you are most
likely to be asked, and those you hope
not to be asked. Be ready with suitable
answers to both types, but also prepare
to be surprised by unconventional
questions. No one expects you to have all
of the answers all of the time, so don’t be
afraid to say, “I don’t know.”
Maintaining poise
The key to handling difficult questions
is keeping your poise. Maintain a calm
demeanor, even if the questioner does
not. Avoid signaling any discomfort
through body language—stepping back
from the audience or breaking eye
contact, for example. If you have been
standing up for the duration of the
presentation, remain standing for
the Q&A session.
Answering calmly
Keep a level tone, even if your answer
is a candid “I don’t know.” If caught off
guard by a question, buy some time; ask
for the question to be repeated, or say
that you will return to the question later.
Even if your audience perceives the
question as hostile or unfair, they will
still want to see how you handle the
response. Try not to take statements or
questions personally, and address the
answer to the entire audience while
responding. Avoid being provoked
and remember, you are in charge
of your presentation.
Even the best-prepared presenter will come up against hard
questions, or difficult questioners. How you deal with these challenges
can win or lose you the presentation, as the audience waits to see
just how confidently and competently you can defend your position.
In many cases, just staying calm and remaining in control under
pressure is more important than having all the answers.
REPEAT THE QUESTION
In larger rooms, when
wearing a microphone,
repeat or summarize each
question for the benefit of
others in the audience before
offering an answer.
Tip
US_358-359_Answering_questions.indd 358 30/05/16 3:06 pm
ANSWERING TOUGH QUESTIONS / 359
Responding to questions
PROBLEM SOLUTION EXAMPLE
“So what you’re saying is there’s been
a lack of progress—is that right?”
“I want to be sure I understand the
question. Are you asking why we
haven’t made progress?”
“You’re right about this approach carrying
some risk, but we can mitigate that risk by
the way we handle this.”
“I understand your frustration. This has
indeed been a long process. We’d all like
to move forward now and get on with
implementation.”
“I hear your concern, but let me respectfully
disagree with your statement. Here’s why.”
“That’s a good question. I don’t have
the answer for it. Here’s what I can
tell you though…”
“Let me ask you how you would answer
that?” or “Can you clarify why you’re asking
that question?”
“We can certainly discuss it after
the session.”
Long-
winded or
unfocused
questions
Sceptical
or hostile
feedback
Questions
that stump
Pose the
question
differently
Ask for
clarification
Validate the
concern
Empathize
with the
concern
Stand firm
Keep your cool
Return the
question
Delay
US_358-359_Answering_questions.indd 359 23/06/16 2:19 pm
..................Content has been hidden....................
You can't read the all page of ebook, please click here login for view all page.