The_Essential_Manager_s_Handbook

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