As
applause breaks out across the audience at the business lunch, you realise that your speech has been well
received. You feel pleased and somewhat
relieved. But then, as is the normal
protocol, your host invites the audience to ask their questions.
While you
are able to control the content, structure and flow of your presentation, once
the baton is passed over to the audience, it is not possible to control who
will ask a question and what questions will be asked. The key
point for the Q & A session is that, as the speaker, you are still in control,
aided and supported by the moderator of the function.
You will
feel even more in control and confident in your responses with the following
tips and techniques from People Results:
Staying in Control
Occasionally
a questioner is less interested in asking you a genuine question as they are in
promoting their own views in public. The
typical questioner will frame their question with two to three sentences. By contrast, the expansive questioner will
keep talking for an extended period rather than actually asking a
question. This situation does not arise
often because most people observe the Q & A protocol and ask a
question.
But when
it does happen, you need to interrupt the questioner quite strongly and at the
same time put your arm up with your hand palm-side out, saying clearly, “I have to STOP you there; time is getting
away. What is your question?” If the person still persists in not asking a
question, interrupt her/him again immediately, “We need to move on.”
At the
same time, deliberately turn your gaze and body right away from the questioner
and toward the rest of the audience members, asking if someone else has a
question.
The Hostile Questioner
Rare but it does happen that someone has an “axe to grind.” Pity that it is against your head!
In this
situation, first and foremost, keep calm and composed. Let your features and expression be
completely neutral, neither happy nor unhappy.
Do not
respond to the hostile questioner in the same way if he/she was angry, loud and
aggressive. Before you answer,
acknowledge to the questioner and to the audience in general that the topic is
one that some people feel strongly about and that you understand and respect
others’ views provided they are expressed in a respectful, reasonable
manner.
Ask the
questioner to remain calm and you will be only too pleased to answer her/his
question. As you respond, acknowledge
any points you agree with and acknowledge others where you have a different
view. Be careful not to let the
questioner back in as it is not the time or place for a to-and-fro
exchange.
Wrap up your answer on a positive note with any points of common ground. As you finish, turn your gaze and body to the other side of the audience and ask, “Are there any other questions?”
Wrap up your answer on a positive note with any points of common ground. As you finish, turn your gaze and body to the other side of the audience and ask, “Are there any other questions?”
Gaining Time to Answer
Some questions are unpredictable and come out of “left field.” Initially your mind goes blank and you struggle to formulate an answer. Here are some tactics to use in this situation:
Some questions are unpredictable and come out of “left field.” Initially your mind goes blank and you struggle to formulate an answer. Here are some tactics to use in this situation:
·
Throw
the question back out to the audience or group members. “Has
anyone else experienced this problem?
Please raise your hands.” If
you get one or some responses, ask him/her, “Can
you tell us what happened? What did you do?” If you don’t get any responses, you have
still “bought” yourself some time to think about the question and come up with
a short response.
·
Respond
by saying, “Let me check if I understand
the question. You’re asking “……” By reflecting the question back and
clarifying for understanding, you have bought yourself some time to think it
through and answer it.
·
Respond
by saying, “That’s a very important
question; (you’ve bought a little time) and “I would like to answer it by …..”
There may be more than one issue in the question and you can only answer
it in part. Acknowledge when you cannot
answer question in full because of time limitations or lack of information.
Talking and Taking Up Too Much Time
The questioner may be one of those meandering speakers who finds it very difficult to go in a direct line in their communication. Instead they try to give all the background and examples and talk and talk without getting to the question. This condition is sometimes called “verbal diarrhoea,” and someone who is a sufferer is harmless except that he or she is taking up the limited time for Q & A.
The questioner may be one of those meandering speakers who finds it very difficult to go in a direct line in their communication. Instead they try to give all the background and examples and talk and talk without getting to the question. This condition is sometimes called “verbal diarrhoea,” and someone who is a sufferer is harmless except that he or she is taking up the limited time for Q & A.
Like the
Staying in Control situation on the previous page, but this time gently
interrupt this questioner and ask, “What
is your question?”
Don’t Know the Answer
When you are asked a very detailed or technical question and you don’t know or are not sure of the answer, say so simply and clearly. Explain that you don’t want to be specific until you have the current figures or check with someone in your company. Ask if the person will provide their contact details to you afterwards, and you will be happy to get this information to her/him.
When you are asked a very detailed or technical question and you don’t know or are not sure of the answer, say so simply and clearly. Explain that you don’t want to be specific until you have the current figures or check with someone in your company. Ask if the person will provide their contact details to you afterwards, and you will be happy to get this information to her/him.
Do you have some tips that have worked well for you or others? Please add your thoughts and experiences on how to handle
the Q & A session with confidence and success.
If you would like to discuss your professional development (or on behalf of your team members) in public speaking/group presentation
skills, please contact us for a confidential, no-obligation conversation.
Happy Speaking!
Lynne Lloyd
Managing Director
People Results
Executive Coaching and Talent Development
Telephone: +617
39101003
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