how to handle tough presentation questions

Course Manual & Workbook 3 –

Confident Presentations Packed With A Punch

Workbook

How To Handle Tough

Questions...When It Counts

In The Line Of Fire

In The Line Of Fire


Workbook 3:

How To Handle Tough


In The Line Of Fire

1

:

How To Handle Tough




Why? Why? Why Do People Ask

Can Questions Impact Change Leadership

Why do people in organisations ask challenging/difficult/awkward/tough questions? It

does not matter what you call it them. Is it because they are mean by nature? That is a

possibility. Is it because they want to test your knowledge, skills and behaviour? There

is a chance. It is more likely to be because when you are presenting you are asking your

target audience to change in one way, shape or form. And people do not always

embrace change as readily as you might and many resistant any form of change.

People’s Reactions To Challenging Questions: Defensive, Evasive, Contentious?

Different people react differently to challenging questions. While some become

defensive (which we have seen all

evasive. No matter what you ask them, they will not answer the question you asked.

That is even if you repeat and repeat the same question over and over again.

there are those that are contentious

argument and like to be controversial in what they say and ask, especially in

presentation, meeting and conference

Question Dynamics In Groups

Usually, if positioned correctly at the beginning

hold their questions for the end. Ask them to take down questions throughout the

presentation (even by distributing post

case so a question does not get forgotten

their question does not need an answer by the end of your presentation story.

The presenter gets to deliver the whole of their presentation uninterrupted. This is OK in

larger groups. In smaller group setti

informality and immediacy, the audience members (even if they are instructed

otherwise) freely ask questions at any time during the presentation, which usually turns

the presentation into discussion. However

always be in control whenever a question is asked or raised.

Your Payback For Presentation Success: Key Message #1

Dealing effective with questions involve a deep understanding of the types of people you

have in the meeting. Not throughout the meeting, but when it comes to

think in the questions session, three adjectives spring into action:

and contentious. Questions are often based on a what’s really in it for me, and the

WIIFY you wanted to give them is challenged to enhance change resistance.

In The Line Of Fire


Why? Why? Why Do People Ask Challenging Questions

Can Questions Impact Change Leadership



t because they want to test your knowledge, skills and behaviour? There

It is more likely to be because when you are presenting you are asking your


as readily as you might and many resistant any form of change.



(which we have seen all in business, media and politics), others become

No matter what you ask them, they will not answer the question you asked.

That is even if you repeat and repeat the same question over and over again.

contentious –those that attempt to tend to want to cause an


presentation, meeting and conference-size settings.

Question Dynamics In Groups

Usually, if positioned correctly at the beginning of the presentation, the audience usually


presentation (even by distributing post-it Notes to each audience member) if this is the

case so a question does not get forgotten about (and also for the audience to be happy if



larger groups. In smaller group settings, the opposite is often true; because of the



the presentation into discussion. However, regardless of the setting, the presenter must

always be in control whenever a question is asked or raised.

Presentation Success: Key Message #1


have in the meeting. Not throughout the meeting, but when it comes to

in the questions session, three adjectives spring into action: defensive, evas

Questions are often based on a what’s really in it for me, and the


2

Challenging Questions?



t because they want to test your knowledge, skills and behaviour? There

It is more likely to be because when you are presenting you are asking your


as readily as you might and many resistant any form of change.



, others become

No matter what you ask them, they will not answer the question you asked.

That is even if you repeat and repeat the same question over and over again. And then

those that attempt to tend to want to cause an


of the presentation, the audience usually


it Notes to each audience member) if this is the

about (and also for the audience to be happy if



ngs, the opposite is often true; because of the



, regardless of the setting, the presenter must


have in the meeting. Not throughout the meeting, but when it comes to what do you

defensive, evasive

Questions are often based on a what’s really in it for me, and the




You ‘Spin’ Me Round:

At the end of a presentation, the presenter opens the f

to step through the following stages:

Stage 1: Open the floor

Stage 2: Recognise the questioner

Stage 3: Defer to the floor

Stage 4: Retake the floor

Stage 5: Provide an answer

After the answer, the cycle starts again and

audience, and then another, in recurrent clockwise cycles until all questions have been

answered or time has run out (which it should not have if you have planned correctly).

Each step in the cycle provides the presenter with an opportunity to exercise control,

and control measures that are applicable to both large and small groups.

Provide Answer

Open Floor

Notes/Ideas

In The Line Of Fire


: The Q&A Cycle

At the end of a presentation, the presenter opens the floor questions and then proceeds

tep through the following stages:

Recognise the questioner

the floor

Retake the floor

Provide an answer

After the answer, the cycle starts again and contuse on to another member of the





Retake Floor

Provide Answer Defer To Floor

Recognise

Notes/Ideas

3

loor questions and then proceeds

contuse on to another member of the





Floor

Recognise Questioner



The Q&A Cycle: Stages 1&2

Open The Floor: Control The Time & The Traffic

When the presentation is done and you open the floor to questions, say “I’ve got to

catch a plane and do not have enough time for any questions”, “We have time for only a

few questions”, “We will take all

the rest of the afternoon to answer any question you might have.” It does not matter

what you say. It matters that you say it up front and set expectations.

Apply time management as well as you know how long you’ve got left

it’s your space and your time. As you get closer to the end of your Q&A session, start to

count down: “Three more questions,” “Two more,” “Last question.

of traffic as well i.e. when the green lights are moving back to red.

Recognise The Questioner

When you ask if there are any questions at the end of your presentation, look out for

non-verbal cues to see where the questioners are in the audience. You get to

which one to recognise first.

Watch out with names. For example, if you know John but not the woman sitting next to

him. You recognise John first and call him by name. Then you recognise the woman

beside John and call her “Madam”. The second person will feel like an outsider. This is

the same as doing it in the reverse order too.


If you know the name of every person in the room, call everyone by their

do not know the name of every person in the room, call no one by name. Use your open

hand to recognise them and the question they have

of only selected people, you run the risk of implying favouritism.

Notes/Ideas

In The Line Of Fire


The Q&A Cycle: Stages 1&2

: Control The Time & The Traffic



questions”, “We will take all questions in the breakout session” or “I’ll be here for



management as well as you know how long you’ve got left –


count down: “Three more questions,” “Two more,” “Last question. This controls the flow

traffic as well i.e. when the green lights are moving back to red.

Recognise The Questioner


verbal cues to see where the questioners are in the audience. You get to

which one to recognise first. Use an open hand and do not point.



and call her “Madam”. The second person will feel like an outsider. This is

the same as doing it in the reverse order too.

For Presentation Success: Key Message #2

If you know the name of every person in the room, call everyone by their


hand to recognise them and the question they have – do not point. If you call the name

of only selected people, you run the risk of implying favouritism.

Notes/Ideas

4



questions in the breakout session” or “I’ll be here for



– when presenting


This controls the flow


verbal cues to see where the questioners are in the audience. You get to choose



and call her “Madam”. The second person will feel like an outsider. This is

If you know the name of every person in the room, call everyone by their name. If you


do not point. If you call the name



The Q&A Cycle: Stage 3

Defer To The Floor

You have recognised someone at the back of the room, and you now defer control to the

floor. This is a very big moment. Up until this point you have been delivering your

presentation and now it’s over to them to ask a question. But most people do not ap

the ABC Principle (Accurate, Brief, Clear)

Some people do ramble, waffle, however you want to ‘label’ them. Generally, however,

their questions are not ABC because they have just taken in a lot of information

(especially if you have provided a

information and usually it is new to them. And you’ve also made that audience member

the centre of attention. What may result is that individual asks an unclear question that

prompts other questions (from both you and the other audience members). You are

running out time.

So, how do you defer to the floor and manage this effectively. Step 1 is to listen

effectively. If you don’t do this, then you cannot move into

or Stage 5: Provide The Answer

Active Listening: Stop Rehearsing The Answer & Listen For The Key issue

When listening to a question, empty your mind of all your thoughts so you can hear

every word that the questioner is saying

words, concentrate. Step on the brakes when listening and avoid the

Aim!” trap.

Your Payback For Presentation Success: Key

Resist the temptation to think of the answer and instead listen for the key issue

and especially emotions. Listen for the one or two words that identify the essence of the

question: the heart of the matter.

Listen carefully to your audience and evoke your own equiva

appreciation that you are listening e.g. “Mmm”, “Interesting”, “Uh

list goes on – make it sound like you are listening and make it look like you’re

interesting. Look at the person in both eyes and maintain eye contac

In The Line Of Fire


The Q&A Cycle: Stage 3



presentation and now it’s over to them to ask a question. But most people do not ap

ABC Principle (Accurate, Brief, Clear) when asking their questions.



f you have provided a “Data Dump”) and they are still processing the



her questions (from both you and the other audience members). You are


effectively. If you don’t do this, then you cannot move into Stage 4: Retake The F

Provide The Answer.



word that the questioner is saying – listen for both facts and emotion. In other

Step on the brakes when listening and avoid the


to think of the answer and instead listen for the key issue


question: the heart of the matter.

Listen carefully to your audience and evoke your own equivalent of the verbal

appreciation that you are listening e.g. “Mmm”, “Interesting”, “Uh-Huh”, “I See”. The

make it sound like you are listening and make it look like you’re

interesting. Look at the person in both eyes and maintain eye contact.

5



presentation and now it’s over to them to ask a question. But most people do not apply

when asking their questions.



) and they are still processing the



her questions (from both you and the other audience members). You are


Stage 4: Retake The Floor



listen for both facts and emotion. In other

Step on the brakes when listening and avoid the “Ready, Fire,

to think of the answer and instead listen for the key issue – facts


lent of the verbal

Huh”, “I See”. The

make it sound like you are listening and make it look like you’re

t.



Simple Methods To Enable Active Listening

Sub-Vocalisation

Sub-Vocalisation is speaking to yourself under your breath. Silently saying the words

that are most important in the question, like the following examples:

“He’s asking about competition”.

“She’s concerned about the

“He wants to know about the

Listen carefully to the words and sub

two nouns or verbs central to the questioner’s issue, hear them in your mind, but do

answer.

Visual Listening

Show your audience the physical expression of your attentiveness towards their

“interesting” question. Keep all the elements of your outward appearance focused on

the person asking the question as your focus on processing his or her words on the

inside. Here’s how to do it:

Balanced stance. Distribute your weight evenly on both your feet.

Eye Connect. Lock your eyes on the questioner as if you are a laser beam.

Voice assent. Utter a few “uh

Steady fingers. Do not let your fingers fid

squeeze the tips of your fingers in a short bur

tension out of your hands.

Head nods. Show you are receiving their question.

But what happens when you have sub

not understand the question?

Your Payback For Presentation Success: Key Message #

In order to receive a question and understand it, you need to both

internally and show that you are listening

the key nouns (factual and emotional) and visually

Nods, Steady Fingers, Voice Affirmations

In The Line Of Fire


Simple Methods To Enable Active Listening

is speaking to yourself under your breath. Silently saying the words

that are most important in the question, like the following examples:

competition”.

“She’s concerned about the cost”.

“He wants to know about the timing”.

Listen carefully to the words and sub-vocalise to help formulate it. Think of the one or

two nouns or verbs central to the questioner’s issue, hear them in your mind, but do


question. Keep all the elements of your outward appearance focused on


Distribute your weight evenly on both your feet.

. Lock your eyes on the questioner as if you are a laser beam.

. Utter a few “uh-huhs” or “Mm-hmms”.

. Do not let your fingers fidget or be distracting. If they do

squeeze the tips of your fingers in a short burst of pressure. This will drain the

tension out of your hands.

. Show you are receiving their question.

But what happens when you have sub-vocalised and visually listened, and you

not understand the question?


In order to receive a question and understand it, you need to both sub

internally and show that you are listening visually. Sub-vocalise by concentrating on

the key nouns (factual and emotional) and visually listen using Eye Connect

Voice Affirmations and by keeping a Balanced Stance

6

is speaking to yourself under your breath. Silently saying the words

vocalise to help formulate it. Think of the one or

two nouns or verbs central to the questioner’s issue, hear them in your mind, but do not


question. Keep all the elements of your outward appearance focused on


Distribute your weight evenly on both your feet.

. Lock your eyes on the questioner as if you are a laser beam.

. If they do, simply

st of pressure. This will drain the

vocalised and visually listened, and you still do

sub-vocalise

vocalise by concentrating on

Eye Connect, Head

Balanced Stance.



...You Still Don’t Understand?!?

When some presenters do not understand the question, they make the mistake of trying

to interpret what the person is saying. They say things like, “Let me see if I have this

right...” which gives the questioner the opportunity to say, “No, you don’t have it right!”

The message is, “You were not listening!

Some presenters also make another mistake. They

the room hears the question, but the presenter, in an innocent tone of voice says “Could

you repeat the question please?”

And other presenters go all the way to the end of their answer to

to a question that they did not understand in the first place, and observe the questioner

looking puzzled and staring back at them. If the presenter, as far too many presenters

do, then says, “Does that answer your question?” or “

questioner has the opportunity to say, “No.” The message here is,

listening.

Therefore you need to remove the following statements from your vocabulary:

“Let me see if I have this right...”

“Does that answer your question?”

“Is what you are asking...”

“Is that what you were asking?”

“Could you repeat the question please?”

If you do not completely understand the question 100% , then picture a bold red line

between you and your audience. Do

not answer. Do not interpret

Instead, return the question to the sender. Do

with the floor by saying something like, “I’m sorry, I did not follow

restating the question?” By doing this,

understanding, rather than pointing out that the questioner asked an unclear question.

The questioner will rethink the question and then restate it in simpler ter

are then “off the hook”. This is the foundation of active listing. Do

you fully comprehend.


If you do not understand then do not retake the floor. Ask the questioner

rethink or reframe the question. Do not retake the floor until you fully comprehend.

In The Line Of Fire


...You Still Don’t Understand?!?


person is saying. They say things like, “Let me see if I have this


You were not listening!”

also make another mistake. They hear the question. Everyone else in

the question, but the presenter, in an innocent tone of voice says “Could

you repeat the question please?” This pretence is very transparent

And other presenters go all the way to the end of their answer to the end of their answer



do, then says, “Does that answer your question?” or “Is that what you are asking?” the

questioner has the opportunity to say, “No.” The message here is, you were not


“Let me see if I have this right...”

er your question?”

“Is what you are asking...”

“Is that what you were asking?”

“Could you repeat the question please?”

understand the question 100% , then picture a bold red line

between you and your audience. Do not cross the line. Do not retake the floor. Do

interpret. Do not speculate.

Instead, return the question to the sender. Do not retake the floor, leave the questioner

with the floor by saying something like, “I’m sorry, I did not follow, would you mind

restating the question?” By doing this, you take the responsibility for not


The questioner will rethink the question and then restate it in simpler ter

. This is the foundation of active listing. Do not


If you do not understand then do not retake the floor. Ask the questioner


7


person is saying. They say things like, “Let me see if I have this


the question. Everyone else in

the question, but the presenter, in an innocent tone of voice says “Could

This pretence is very transparent.

the end of their answer



Is that what you are asking?” the

you were not


understand the question 100% , then picture a bold red line

retake the floor. Do

retake the floor, leave the questioner

, would you mind

take the responsibility for not


The questioner will rethink the question and then restate it in simpler terms. And you

not answer until

If you do not understand then do not retake the floor. Ask the questioner to restate,




Retake The Floor – Do Not Repeat

When you have finished deferring to the floor and you shift the dynamics of the Q&A

Cycle back to you retaking the floor

exercise control. It shifts the energy exchange away from the questioner and the rest of

the floor and back to you.

When faced with a challenging question, followed by a potentially controversial response,

do not answer and do not repeat;

Paraphrasing

The dictionary defines “paraphrase”

another form or other words, often to clarify meaning

Therefore, your intention is to use the paraphrase during your Q&A session to state the

challenging question in another form. This will deflect the challenge and to

meaning. This is distinctly different from r

means “again”. “Again” implies repetition, and repetition implies carrying forward the

negative parts of the challenging question. This negative statement will create a

negative perception, which will spread

original questioner.

To create a paraphrase of the original question, begin with an interrogative word such

as: “What...?” “Why...?” “How...?” “Does...?” “Can...?” “Is...?”

The paraphrase is only a reconfigurat

about the original question.

fail. It is perceived as evasive and produced nothing but frustration and irritation in the

asker. Inevitably, irritation in the audience produces failure for the presenter.

A good paraphrase simply incorporates the key words of the original question but differs

from a question in that the voice should drop at the end of the sentence, as opposed to a

question in which the voice rises due to inquisitiveness.

Notes/Ideas

In The Line Of Fire


Do Not Repeat – I Repeat – Do Not Repeat


retaking the floor, this presents an excellent opportunity for you to



repeat; paraphrase instead.

“paraphrase” as a restatement of a text or passage in

words, often to clarify meaning.


challenging question in another form. This will deflect the challenge and to

meaning. This is distinctly different from restating or rephrasing because the prefix “re”



negative perception, which will spread to the rest of the audience and not just the


“What...?” “Why...?” “How...?” “Does...?” “Can...?” “Is...?”

a reconfiguration of the original question and not

about the original question. Asking a question about a question is a tactic doomed to


on in the audience produces failure for the presenter.



voice rises due to inquisitiveness.

Notes/Ideas

8

Do Not Repeat


, this presents an excellent opportunity for you to



restatement of a text or passage in


challenging question in another form. This will deflect the challenge and to control the

estating or rephrasing because the prefix “re”



to the rest of the audience and not just the


not a question

Asking a question about a question is a tactic doomed to


on in the audience produces failure for the presenter.





Paraphrase Some More...

Just like martial arts, you should

in order to create a level playing field. When you paraphrase in the Q&A session of your

presentation, you can proceed to answer the question without having to deal with any

hidden (or transparent) hostility.

Your questioner cannot help but agree that you have identified the issue and key words,

and therefore that person will not

person will nod in agreement, releasing you to move ahead and provide your answer.

If the paraphrase is wrong, there is no nod. To the contrary, there is often a frown or a

shake of the head. When the paraphrase is correct and appropriate, the nod

happens, even if it is just to acknowledge that you have heard them correctly in t

words, tone and even how they delivered it (their body language).

If your question is “hostile”

more. Mirror your opponent and neutralise the hostile question. The a

follows a paraphrase should contain an active verb.

Paraphrasing positions you right in the middle of the

move forward positively. This is a very powerful technique to control the other types of

challenging and difficult questions.

Your Payback For Presentation Success

Use the paraphrase during your Q&A session to state the challenging question in another

form. This will deflect the challenge and to

only a reconfiguration of the origi

question. Ensure that you level the playing field with the paraphrase. Finally, use as

few words as possible in your paraphrase.

Notes/Ideas

In The Line Of Fire


Paraphrase Some More...

Just like martial arts, you should become one with your opponent in the paraphrase



hidden (or transparent) hostility.

help but agree that you have identified the issue and key words,

will not say something like, “What I’m really



shake of the head. When the paraphrase is correct and appropriate, the nod

happens, even if it is just to acknowledge that you have heard them correctly in t

words, tone and even how they delivered it (their body language).

“hostile”, use as few words as possible in your paraphrase. Less is

more. Mirror your opponent and neutralise the hostile question. The a

should contain an active verb.

Paraphrasing positions you right in the middle of the cooling down zone


challenging and difficult questions.



form. This will deflect the challenge and to control the meaning. The paraphrase is

a reconfiguration of the original question and not a question about the original


few words as possible in your paraphrase.

Notes/Ideas

9

in the paraphrase



help but agree that you have identified the issue and key words,

really asking...” That



shake of the head. When the paraphrase is correct and appropriate, the nod always

happens, even if it is just to acknowledge that you have heard them correctly in their

, use as few words as possible in your paraphrase. Less is

more. Mirror your opponent and neutralise the hostile question. The answer that

cooling down zone, ready to



the meaning. The paraphrase is

a question about the original




Taking The Challenge Out Of Challenging Questions

Type 1: Negative & Negativity Questions

“Everyone in our sector is merging with another company. Banks, manufacturing,

pharmaceuticals and other major companies are joining forces. Instead of staying

independent, why don’t you seriously consider merging

larger companies?”

Whoa! What’s with all the negativity? Why don’t you calm down? You are

verbally attacking me? This is some of the automatic negative self

have internally when faced with a negative ques

The underlying message in this question was: why don’t you do what the questioner

thinks you should do instead of what you just got finished spending your entire

presentation telling the audience what you are goin

being able to fulfil the long term strategy of the company as the organisation is in a

stable financial position.

If you, as a presenter, spend any time dealing directly with “Why don’t you?” questions,

you will only invite more negative questions. Instead, turn the negative into a positive

by addressing only why you are doing what you said you will be doing in the

presentation. The most effective paraphrase to the question (dealing with the words and

the underlying message) is “Why are we remaining independent?”

Type 2: Irrelevant & “Stupid” Questions

Firstly, let’s get one thing straight

are only stupid answers. If someone was to ask an irrelevant question like, “Ho

your logo does not have a space between the two words?” the response is usually a

smile, a snigger or a frown from the presenter, each of which represents disdain to the

questioner.

When you are presenting, there is no such thing as an irrelevant qu

question from every audience member is relevant and appropriate. If they ask it, you

must answer it.

Watch your body language and inhibit the

example given above, this would be “What are the reas

the logo style?”


There is no such thing as an irrelevant question. If they ask it, you must answer it.

In The Line Of Fire



Negative & Negativity Questions



independent, why don’t you seriously consider merging or partnering with one of the


This is some of the automatic negative self-talk that we can

have internally when faced with a negative question packed to the brim with negativity.



presentation telling the audience what you are going to do, which is independence and



te more negative questions. Instead, turn the negative into a positive

why you are doing what you said you will be doing in the


age) is “Why are we remaining independent?”

relevant & “Stupid” Questions

Firstly, let’s get one thing straight – there is no such thing as a stupid question. There

stupid answers. If someone was to ask an irrelevant question like, “Ho



When you are presenting, there is no such thing as an irrelevant question. Every


Watch your body language and inhibit the snigger or frown with a paraphrase. For the

example given above, this would be “What are the reasons for our logo design?” or “Why



10



or partnering with one of the


talk that we can

tion packed to the brim with negativity.



g to do, which is independence and



te more negative questions. Instead, turn the negative into a positive

why you are doing what you said you will be doing in the


such thing as a stupid question. There

stupid answers. If someone was to ask an irrelevant question like, “How come



estion. Every


snigger or frown with a paraphrase. For the

ons for our logo design?” or “Why





Type 3: Multiple Questions

Multiple questions can be a nightmare for you as a presenter, especially if they are not

linked together i.e. are disparate

handle as they have a logic, flow and connection.

The difficulty is when one comes from one topic, the second another and the third one

that has no link to your presentation at all (which may be perceived by you or the other

audience members to be irrelevant).

What most presenters do is dive into an answer for one

rest. And then often turns to the questioner (or the other audience members) and asks,

“What was your other question(s)?”

listening!”

What to do is pick only one of the quest

last, the first, the one that surprised you, or the one that you were expecting.

Paraphrase the question, answer it, and then turn back to the person who asked and, in

an assertive statement say, “You had

That person will then either repeat the other question, and you can respond with a

mind. Or the questioner might say, “It’s OK, you have covered it.” This is common in

Q&A sessions because most people cannot remember their own mu

some cases even when they have written it down”.

Your Payback For Presentation Success:

When dealing with multiple questions, the most effective thing to do is pick only

the questions. It could be the easiest,

surprised you, or the one that you were expecting. Paraphrase the question, answer it,

and then turn back to the person who asked and, in an

had another question!”

Notes/Ideas

In The Line Of Fire



Multiple Questions


disparate. Multiple questions that are related

handle as they have a logic, flow and connection.

culty is when one comes from one topic, the second another and the third one


audience members to be irrelevant).

What most presenters do is dive into an answer for one of them and lose track of the


“What was your other question(s)?” The audience’s perception is then, “you were not

of the questions. It could be the easiest, the hardest, the



statement say, “You had another question!”

That person will then either repeat the other question, and you can respond with a


Q&A sessions because most people cannot remember their own multiple questions, in

some cases even when they have written it down”.


When dealing with multiple questions, the most effective thing to do is pick only

the questions. It could be the easiest, the hardest, the last, the first, the one that


and then turn back to the person who asked and, in an assertive statement say, “You

Notes/Ideas

11


related are easier to

culty is when one comes from one topic, the second another and the third one


of them and lose track of the


The audience’s perception is then, “you were not

ions. It could be the easiest, the hardest, the



That person will then either repeat the other question, and you can respond with a clear


ltiple questions, in

When dealing with multiple questions, the most effective thing to do is pick only one of

the hardest, the last, the first, the one that


statement say, “You




Type 4: Questions About Your Presented Material

A presenter delivers a well planned and delivered presentation, only to have a person in

the audience ask a question about something that

company meetings, this usually results in audible groans from the rest of the audience.

At an external meeting, other audience members, stifle their groans and only think them

internally.

You, as a presenter should do t

simple phrase implies impatience with the questioner and even belittling, such as “If you

had listened to what I said...”

You should move directly forward into the answer as if you have never covered

subject. You are then free to recap the main points you were trying to take. Resist the

temptation to repeat the material in the same level of detail that you did in the

presentation. This is called a

Avoiding these back references

Reinforcement of your main point

Validation, rather than invalidation for the questioner.

Positive Perception. As your audience has heard you cover the material in

question and they see you rea

individual in control.

The Q&A session is the only

with back references is not effective. Therefore, use only forward references.


You should move directly forward into the answer as if you have never covered the



presentation. This is called a

In The Line Of Fire



Type 4: Questions About Your Presented Material


the audience ask a question about something that was already discussed. In internal



You, as a presenter should do this too, but don’t answer by saying, “As I said..” This


had listened to what I said...”

You should move directly forward into the answer as if you have never covered



This is called a back reference. Be concise.

back references produces three major benefits:

of your main point – the Point B.

, rather than invalidation for the questioner.

. As your audience has heard you cover the material in

question and they see you react positively and patiently, they perceive you as an

point of your presentation lifecycle where telling a story






esentation. This is called a back reference. Be concise.

12


was already discussed. In internal



his too, but don’t answer by saying, “As I said..” This





. As your audience has heard you cover the material in

ct positively and patiently, they perceive you as an

point of your presentation lifecycle where telling a story








Solution/Technique #1: The Buffer

By reframing the inbound energy of challenging questions, the paraphrase acts as an

effective buffer or shock absorber by deflecting the negativity. Then, after the buffer

discharges the negative energy, the presenter regains balance and moves ahead. The

buffer will enable you to:

Neutralise hostile questions.

Turn negative questions positive.

Manage multiple questions efficiently.

Handle questions about your

Treat irrelevant questions the same as any other type.

Convert charged statements

Given all these valuable benefits, you should buffer all questions, even those that are

not challenging.

Solution/Technique #2: Buffering With Key Words

Where the questions are not challenging direct questions you can shift to a shorter

buffer, using the Key Word

answer. However, you can also use the

too.

Solution/Technique #3: Buffering The Power Of “You”

Insert a “you” in your buffer before your paraphrase:

“You’re asking...”

“Your question is...”

“You’d like to know...”

Remember the power of “you”

you and your questions. Remember and use

In The Line Of Fire



Solution/Technique #1: The Buffer


or shock absorber by deflecting the negativity. Then, after the buffer


questions.

questions positive.

questions efficiently.

questions about your presented material with grace and control.

questions the same as any other type.

statements and opinions into questions.


Solution/Technique #2: Buffering With Key Words


or Words from the question and put them into your

answer. However, you can also use the Key Words Buffer for challenging questions

Solution/Technique #3: Buffering The Power Of “You”

Insert a “you” in your buffer before your paraphrase:

“you”. It establishes a direct interpersonal connection between

you and your questions. Remember and use Eye Connect.

13


or shock absorber by deflecting the negativity. Then, after the buffer


material with grace and control.



from the question and put them into your

for challenging questions

It establishes a direct interpersonal connection between




Solution/Technique #4: The Triple Fail

Fail-Safe 1. Retake the floor

in the sentence. Until then, do not move forward. Return the message to the sender

(the questioner) by taking responsibility and saying, “

would you mind restating the question?”

Fail-Safe 2. If you are certain you have grasped the key word, use them in your buffer.

During your buffer, make Eye Connect

head nod, indicating that you have identified the key word(s) correctly. Move forward

into the answer only after you see the head nod.

Fail-Safe 3. If, despite your best efforts, you get a frown instead of a head nod, do not

move forward into the answer. Return it to the sender by saying, “

follow, would you mind restating the question?”

These three fail-safes will keep you from rushing into the wrong answer. You will also

avoid the dreaded, “You’re not

asked!” and “What I’m really


Only after you get the head nod are you free to begin your answer.

Notes/Ideas

In The Line Of Fire



Solution/Technique #4: The Triple Fail-Safe

Retake the floor only after you have a complete grasp of the key word(s)


responsibility and saying, “I’m sorry. I did not get that fully;

would you mind restating the question?”

If you are certain you have grasped the key word, use them in your buffer.

Eye Connect with the questioner until you see the person’s


into the answer only after you see the head nod.

If, despite your best efforts, you get a frown instead of a head nod, do not

forward into the answer. Return it to the sender by saying, “I’m sorry. I still don’t

follow, would you mind restating the question?”

will keep you from rushing into the wrong answer. You will also

not listening!” perception, as well as the “That’s not what I

really asking...”


Only after you get the head nod are you free to begin your answer.

Notes/Ideas

14

after you have a complete grasp of the key word(s)


I’m sorry. I did not get that fully;

If you are certain you have grasped the key word, use them in your buffer.

il you see the person’s


If, despite your best efforts, you get a frown instead of a head nod, do not

I’m sorry. I still don’t

will keep you from rushing into the wrong answer. You will also

perception, as well as the “That’s not what I



Provide The Answer

You MUST Answer, And With HONESTY

The most appropriate way to answer any question is to have in your mindset,

ask it, you must under it”. Your obligation is to respond. Other than questions that you

to which you do not know th

audience member. You must interpret the key word(s) in their question correctly.

Any attempts to duck the issue in the answer will appear to be

Remember the absolute requirement for

question you get must always be honest and straightforward


Every answer you give to every question you get must always be honest and

straightforward. You must answer tough questions directly.

You Are The Manager Of The Answer

Answer the questions you were asked in the context that you should resist the common

temptation to introduce new, tangential information during your Q&

many presenters go off on a tangent into another presentation

You must remember the purpose of opening the floor to questions was to clarify the

material within your presentation. The Q&A period is a courtesy

provide elaboration for them upon request.

Keep all your answers concise. A simple rule for most questions in most settings is to

keep your answers to a maximum of 60 seconds.

Anticipate

In advance of your presentation, compile a list o

might be asked. Compile all the questions and not the answers. Seek input on your list

from as many resources as possible (colleagues, peers, manager, consultants etc.)

These are your red flag issues

When you have identified these, develop a

them as if you were writing a press release for the media. When you get to the Q&A

session, it is a simple case aligning the variati

variation of the issue in the challenging questions. Remember and do this during your

preparation and not your presentation

feet.

In The Line Of Fire


You MUST Answer, And With HONESTY

The most appropriate way to answer any question is to have in your mindset,

Your obligation is to respond. Other than questions that you

to which you do not know the answer, you must reply to any question from


Any attempts to duck the issue in the answer will appear to be defensive

Remember the absolute requirement for truth too. Every answer you give to every

question you get must always be honest and straightforward.



You must answer tough questions directly.

You Are The Manager Of The Answer


temptation to introduce new, tangential information during your Q&A session. Far too

many presenters go off on a tangent into another presentation after their presentation.


your presentation. The Q&A period is a courtesy to the audience to

provide elaboration for them upon request.


keep your answers to a maximum of 60 seconds.

In advance of your presentation, compile a list of the most challenging questions you



red flag issues i.e. the challenging questions you have prepared.

When you have identified these, develop a position statement for each of them. Write


session, it is a simple case aligning the variation of the position statement with the


presentation. Do all your thinking offline and not on your

15

The most appropriate way to answer any question is to have in your mindset, “If they

Your obligation is to respond. Other than questions that you

question from any


defensive or evasive.

Every answer you give to every



A session. Far too

their presentation.


to the audience to


f the most challenging questions you



nging questions you have prepared.

for each of them. Write


on of the position statement with the


. Do all your thinking offline and not on your



Provide The Answer

How To Handle “Special” Questions

There are some “special” types of question that require

Tangential. Those questions that are off on a tangent (and not directly related to your

presentation) does (however tangential) deserve an answer. You need to use a

to keep from sniggering or frowning at the questioner first, and then either answer it

directly or take it offline.

Unknown. No reasonable audience member can expect you to have answer to

everything. They are just curious to know a particular answ

So, if you do not know the answer to a question, particularly if it is about some minute

detail, admit it to your questioner, but promise to get an answer to the later.

question is spot on to a central issue within you

or you will appear to be evasive.

Tough Questions. You must

with self-deprecating humour, be frank and confess when you do not know the answer,

or stand your ground. But you must address the issue that are prominent in the minds

of your audience.

Confidential. If you get a question about

you say, “I’m not at liberty to reveal that,”

more so if you say, “If I told you I would have to kill you”

your confidentiality. Attribute it to company policy, security, legislation, competitive

data or privacy, and do it positively rather than negatively.

Speculative. If you get a question that requires a forward looking statement, such as,

“When will we be profitable again?” Don’

company policy.

Guilty As Charged. Suppose you w

which you or your company are guilty as charged. In each case, the underlying issue is

that the question is true. However, you do not need to plead guilty to the charge and

surrender, the “don’t shoot t


With all these types of questions, all your audience is looking for is whether the

presenter has thought about the question, been candid, thorough and direct.

In The Line Of Fire


l” Questions

types of question that require “special” handling.

Those questions that are off on a tangent (and not directly related to your

presentation) does (however tangential) deserve an answer. You need to use a


No reasonable audience member can expect you to have answer to

everything. They are just curious to know a particular answer to a particular question.


detail, admit it to your questioner, but promise to get an answer to the later.

question is spot on to a central issue within your presentation, you must respon

or you will appear to be evasive.

must answer tough questions directly. You can do it lightly,

deprecating humour, be frank and confess when you do not know the answer,

r ground. But you must address the issue that are prominent in the minds

If you get a question about “classified” or “restricted”

“I’m not at liberty to reveal that,” you will sound evasive. You will sound even

“If I told you I would have to kill you”. Instead, provide a reason for


positively rather than negatively.

If you get a question that requires a forward looking statement, such as,

“When will we be profitable again?” Don’t forecast and attribute your restraint to

Suppose you were to receive a question concerning an issue about


However, you do not need to plead guilty to the charge and

“don’t shoot the messenger” effect.




16

handling.

Those questions that are off on a tangent (and not directly related to your

presentation) does (however tangential) deserve an answer. You need to use a buffer


No reasonable audience member can expect you to have answer to

er to a particular question.


detail, admit it to your questioner, but promise to get an answer to the later. If the

r presentation, you must respond directly

You can do it lightly,

deprecating humour, be frank and confess when you do not know the answer,

r ground. But you must address the issue that are prominent in the minds

“restricted” material and

you will sound evasive. You will sound even

. Instead, provide a reason for


If you get a question that requires a forward looking statement, such as,

and attribute your restraint to

ere to receive a question concerning an issue about


However, you do not need to plead guilty to the charge and





What Can a Presentation Do For You?

Firstly it puts you on display. Your colleagues, staff, management, customers etc, need

to see evidence of decisive planning, leadership, idea generation etc…

They need to be motivated and inspired to undertake tasks, challenges or

job done.

Secondly, presentations allow you to ask questions and initiate discussions. While you

may not have the chance to do this during the actual presentation it will allow you to

raise the issue, or present the problem.

Finally, presentations can be FUN. They are your chance to speak your mind, to strut

your stuff and to tell people what the world is really like. While you hold the stage, the

audience is, usually, bound by good manners to sit still and watch/listen to the

performance.

Useful Websites:

www.xrefer.com

With xrefer, you can cross-reference across dictionaries and books of quotations, to find

the perfect comment.

www.skillsformedia.com

Just as it says, lots of information on careers, support and services.

www.powerpointcentral.com

Provides tips on PowerPoint features and links to other sites.

www.presentersuniversity.com

Great site lots of tips, tools and techniques and related links.

www.powerpointers.com

Another excellent site with lots of articles and

In The Line Of Fire


Presentation Do For You?


to see evidence of decisive planning, leadership, idea generation etc…

They need to be motivated and inspired to undertake tasks, challenges or



raise the issue, or present the problem.

ntations can be FUN. They are your chance to speak your mind, to strut



reference across dictionaries and books of quotations, to find

Just as it says, lots of information on careers, support and services.

www.powerpointcentral.com

Provides tips on PowerPoint features and links to other sites.

www.presentersuniversity.com

Great site lots of tips, tools and techniques and related links.

Another excellent site with lots of articles and tips on presenting and using PowerPoint.

17


They need to be motivated and inspired to undertake tasks, challenges or just to get the



ntations can be FUN. They are your chance to speak your mind, to strut



reference across dictionaries and books of quotations, to find

tips on presenting and using PowerPoint.



Checklists

Use checklists for help with preparation, confidence, delivery and for future

development.

Preparation:

Have I researched my subject?

Have I a system for collating ideas? (i.e.

Mindmap)

What is the desired reaction?

Do I have a logical sequence?

Are my speaking aids/notes well thought out?

Have I checked the venue?

Have I checked the equipment?

Who will be speaking before/after me?

How will I be introduced?

Are questions/answers prepared?

Can my visuals be seen and understood?

Can I be seen and heard?

Have I prepared my pauses/intonation?

I have practiced at least twice?

In The Line Of Fire



Yes/No

Have I researched my subject?

Have I a system for collating ideas? (i.e.

is the desired reaction?

Do I have a logical sequence?

Are my speaking aids/notes well thought out?

Have I checked the equipment?

Who will be speaking before/after me?

prepared?

Can my visuals be seen and understood?

Have I prepared my pauses/intonation?

I have practiced at least twice?

18




Content

My opening words are attention getters

I have one or more people stories

Have I found/created audience acceptance?

I have checked the length of my presentation

Will my content be clearly understood?

I am sure I am not covering too many

points/issues

Have I avoided too many detailed facts/figures?

I have an effective memorable close

Presenter

Am I feeling confident?

Do I feel enthusiastic?

Do I see in my mind a successful result?

I have discarded all negative thoughts

I am going to smile

Remember I know my subject

In The Line Of Fire


Yes/No

My opening words are attention getters

I have one or more people stories

found/created audience acceptance?

I have checked the length of my presentation

Will my content be clearly understood?

I am sure I am not covering too many

Have I avoided too many detailed facts/figures?

memorable close

Yes/No

Do I see in my mind a successful result?

I have discarded all negative thoughts

Remember I know my subject

19



Evaluation

I had a good strong start

I was enthusiastic

My posture was good

I gestured as appropriate

I used facial expression

I had good voice control (pace/tone/volume)

I painted some pictures

I included some people stories

The content was pitched just right

I sold it/achieved outcomes

My finish was positive and strong

Finally you may want to ask yourself some questions to help you keep focusing on

continuous improvements:

What do I enjoy most about making a presentation?

What do I enjoy least about

What do I do best when making presentations?

What skills do I admire in others when I see them making a presentation?

Which skills do I need to develop further in order to make more persuasive presentations?

How will I develop these s

In The Line Of Fire


Yes/No

I had good voice control (pace/tone/volume)

I included some people stories

The content was pitched just right

I sold it/achieved outcomes

My finish was positive and strong


What do I enjoy most about making a presentation?

What do I enjoy least about making presentations?

What do I do best when making presentations?


Which skills do I need to develop further in order to make more persuasive

How will I develop these skills?

20



Which skills do I need to develop further in order to make more persuasive



Some Final Thoughts

Remember To:

Practice, Practice and Practice again!

Be Clear. Be Quick. Be Gone!

Repetition is good. Repeat yourself it works. Repetition gets the point across.

Paraphrase and pause for effect.

Start with a WOW factor by using one of your opening ‘hooks’

IMMEDIATELY and finish with a

In The Line Of Fire


Practice again!

Be Clear. Be Quick. Be Gone!


Paraphrase and pause for effect.

by using one of your opening ‘hooks’, capturing your audience

and finish with a BANG!

21


, capturing your audience

how to handle tough presentation questions

Documents

questions session

form of change

different people

types of people

confident presentations

presentation success

presentation story

change resistance