The_Essential_Manager_s_Handbook

358 / TAKING CENTER STAGE

Answering tough questions

Anticipating situations

IIt is always easier to appear confident

when you have done your research, so be

prepared for your Q&A session. Although

it is unscripted, you should be able to

anticipate the questions you are most

likely to be asked, and those you hope

not to be asked. Be ready with suitable

answers to both types, but also prepare

to be surprised by unconventional

questions. No one expects you to have all

of the answers all of the time, so don’t be

afraid to say, “I don’t know.”

Maintaining poise

The key to handling difficult questions

is keeping your poise. Maintain a calm

demeanor, even if the questioner does

not. Avoid signaling any discomfort

through body language—stepping back

from the audience or breaking eye

contact, for example. If you have been

standing up for the duration of the

presentation, remain standing for

the Q&A session.

Answering calmly

Keep a level tone, even if your answer

is a candid “I don’t know.” If caught off

guard by a question, buy some time; ask

for the question to be repeated, or say

that you will return to the question later.

Even if your audience perceives the

question as hostile or unfair, they will

still want to see how you handle the

response. Try not to take statements or

questions personally, and address the

answer to the entire audience while

responding. Avoid being provoked

and remember, you are in charge

of your presentation.

Even the best-prepared presenter will come up against hard

questions, or difficult questioners. How you deal with these challenges

can win or lose you the presentation, as the audience waits to see

just how confidently and competently you can defend your position.

In many cases, just staying calm and remaining in control under

pressure is more important than having all the answers.

REPEAT THE QUESTION

In larger rooms, when

wearing a microphone,

repeat or summarize each

question for the benefit of

others in the audience before

offering an answer.

Tip

US_358-359_Answering_questions.indd 358 30/05/16 3:06 pm