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Nine
Secrets for by David
W. Richardson, CSP Many
great presentations have been destroyed by an innocent-sounding
adversary: The question
and answer period. Those
15 minutes can make or break the previous hour, yet few presenters
know how (or even whether) to prepare for them. As
an executive speech coach, I tell my clients, "When it comes to
Q&A's, expect the worst and be prepared."
A few years back, loaded questions from the audience were
rare; today, however, all bets are off.
Sooner or later, someone is going to blindside you with a
question from left field, and everyone in the audience will be
watching to see how you handle it.
Most of them are going to identify with the person asking the
question, not with you. But,
although it's natural to face the unknown with sweaty palms and
shaky knees, it's important to remember that a typical Q&A
session offers many good things as well -- the chance to reinforce
your main points, to clarify any misunderstandings, and, perhaps, to
gather additional information.
Here are a few pointers for making the most of your
listeners' questions: 1.
React
to the question. While the audience member is asking the question, look
directly at him or her and nod your head when appropriate. This encourages the questioner and lets the audience know
that you are listening -- and that the communication channels are
open. 2.
Let
the questioner finish. It is simple courtesy to wait to respond until the questioner
has finished, so resist the temptation to jump in, even if you know
the answer right away (this is not a game show).
In case of a long-winded questioner, don't let yourself get
caught in a machine-gun barrage of questions from a single
individual; answer the first question, then move on. 3.
Rephrase
the question. Restating the question in your own words before you answer it
offers two advantages: It
makes sure that everyone in your audience hears the question, and it
gives you time to develop your response.
Your paraphrase can also clarify a confusing question or
diffuse a loaded one; you can then answer the question you
want to answer, not the potentially hostile question being thrown at
you. One tip:
Never answer a question until you clearly understand it. 4.
Respond
to everyone. This is perhaps the most overlooked area of Q&A strategy,
but it is key. While
it's true you're getting a question from an individual, remember
that this individual represents the entire audience.
As you respond, start by establishing eye contact with the
questioner, then look at and speak to everyone in the group.
As you conclude your answer, look at the questioner again. 5.
Refer
to the central theme of the presentation. The question and answer
period is an excellent time to reinforce your key points.
If your response can be enhanced by referring to a slide or
overhead from your presentation bring the visual back up.
Repetition enhances retention, so make sure you use every
opportunity (within reason) to restate your ideas. 6.
Respect
the questioner. If your listener asks a good question, say so.
If he or she has a different viewpoint from yours, disagree
without becoming disagreeable.
Diplomacy is essential here.
Never, ever ridicule a questioner, even under extreme
provocation; this will turn the entire audience against you. 7.
Feel
free to postpone an answer.
Sometimes you're just not going to know the answer to a
question. In that case,
offer to research it and follow up with the audience member at a
later date. Then do it.
Do not under any circumstances try to bluff! Your bluff may well be called, and you'll be found out in a
lie -- which will destroy any credibility you've built up with your
listeners. 8.
Throw
the question back to the group.
Another way to handle an answer you don't know is to give the
question back to the audience, "Anybody here have a thought
they would like to share?"
Remember, though, that there are several potential pitfalls
here. Someone might
take the ball and launch into a speech of their own, or you simply
might lose control of the ensuing discussion.
Counteract these developments by making sure you're still the
referee: Summarize any
points made by audience members, and provide a summary that ties
into your presentation. 9.
Validate
your answer. When people ask questions, it may be because they and other
listeners have missed a key point, or because they simply don't
understand part of what
you said. By supporting
your answer with an example, analogy, or story, you'll give them a
new way into the same material.
People often learn more by example than through technical
data. Have you ever had a low blow, intimidating tough question thrown at you? If your would like Dave's proven techniques for handling the 8 most challenging questions a speaker could ever be asked, please fax a copy of your business card with the words "tough questions" and your fax number to 480-451-9372 or send an e-mail with the subject line "tough questions" and including your name, telephone number and company information to speaking@richspeaking.com. To
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