Chapter 4 of 66 min
Handling questions
Questions are where credibility is won or lost. Listening fully, answering briefly and being honest about what you do not know builds trust.
Key ideas
- Pause and make sure you understand the question.
- Answer briefly, then check it was answered.
- 'I don't know, but I will find out' is a strong answer.
Step by step
- 1
Listen to the whole question without interrupting.
- 2
Rephrase it briefly if it is unclear or hostile.
- 3
Give the answer first, then one supporting reason.
- 4
Bridge back to your key message when appropriate.
Example
Challenged on cost, a speaker rephrases ('So the question is whether this pays back this year?'), answers in two sentences and returns to the safety benefit.
Your drill
List the five hardest questions your next audience could ask and practise thirty-second answers.
Common mistakes
- Rambling to fill time.
- Becoming defensive with challenging questions.
Check yourself
What should you do if you do not know an answer?
Show the answer
Say so honestly and commit to following up.
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