Handle the Toughest of Questions Like a Pro
You are in the middle of an incredible presentation - actually, it's a DYNAMIC presentation if you do say so yourself! - and it happens. An audience member does the unthinkable and asks a question. Well ... let's be honest; it's not so unthinkable, but it interrupts your flow and makes that "thing" happen to your throat, in your stomach, around your chest, to the palms of your hands ... Here is what you do to expertly take on the toughest of audience questions.
Anticipate there will be questions - even the horrible ones you hate! - and prepare by making three lists: The first list should contain the questions to which you know the answers. Write down the questions as well as the answers. The second list includes questions to which you do not know the answers; contact colleagues to get the answers or do some research. The third list contains the questions you dread. (I believe I may have received this tip many moons ago from marketing, talent development, and sales learning expert David Gillespie; if I did get this from you, David, then ... thanks for sharing!)
Make sure you actually hear the question. Listen intently - physically and mentally, and do not draw a conclusion or formulate an answer until you hear the entire question. Avoid interrupting the questioner; this benefits both you and the questioner because you show respect by giving him/her time to ask the question and you make sure you heard the question correctly and can give an appropriate answer. Sometimes, in the middle of the question, we think we know exactly what's being asked and may begin to nod our heads, failing to truly hear the question. Then we proceed to cut off the person, excited and eager to provide an answer when the answer we end up providing may not be correct at all because we didn't hear the question in its entirety.
Provide a concise answer and direct the answer to the entire group, not just the person who asked the question. Don't know the answer? A simple "I'm not sure about that; let me check and get back with you" works. Then put the onus on the questioner; share/direct him/her to your email address, and ask him/her to email you with that question. If you receive no email, then the question must not have been incredibly important. If you do hear back, then get back with an answer in a timely fashion.
Repeat the question so the entire audience hears the question. If you don't, then you can run the risk of everyone trying to figure out what was asked and then engaging in disruptive sidebar conversations. Avoid asking "Did you hear that?" and then proceed with answering the question. People will do that - ask "Did you hear that?" without waiting for or sincerely wanting an answer - and subconsciously assume by asking if the audience heard the question, it gives them permission to proceed as if everyone did hear the question. That is not the case. (How many times have you seen that and - worst yet - been a "victim" who did not hear the question? Does it not drive you crazy?!) Do not ask if the audience heard the question. Always repeat the question, so you know it was heard, then proceed with your succinct answer. (And read more at this link about why repeating during other times in your presentation is incredibly powerful!)
Follow-up with "Did that answer your question?" This shows you care, that you have an actual interest in helping the questioner get his/her answers. If the questioner says your response did not answer his/her question, then ... see number 6.
Know you do not have to answer every question right at that moment. If you have someone who asks a question from that third list, the list of questions you dread - a question that will take more time and an intricate or particularly detailed explanation, a question that is specific to that audience member's personal circumstances and would be of little to no interest to the rest of the audience, a question you know is specifically designed to derail or drive you crazy, or a question to which you do not know the answer, feel free to say "That is a great question. And the answer can be a bit complicated, so in the interest of time, see me after the presentation, and let's you and I discuss after the presentation." Notice the onus was placed on the questioner to reach out to you. If the question is really important, then you will hear further from him/her, and you can share that you will need to conduct some research and get back with him/her; take the necessary contact information, and do indeed follow-up with an answer. If the questioner does not connect with you after the presentation, then no worries!
Finally, move on to the next question. Finish your response by looking to another audience member to avoid getting consumed in a dialogue with just one person. You run the risk of losing the group's interest if that happens.
Want more tips for how to handle questions like a pro? Click here and here!
Be seen. Be heard. Be great!
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