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How to Handle Difficult Q&A Sessions When Making Presentationsby Rob Sherman
Question and Answer sessions strike tear in the hearts of the inexperienced speaker. But with a few tips, even the speaker who does not present often can shine during Q&A sessions. In fact, a dull speech can come alive when speakers shed their prepared material and connect more readily with the audience during Q&A sessions.
If you want to have a successful question-and-answer session during your presentation, follow these 12 guidelines:
Give the questioner full eye contact and attention. Listen - really listen - to every word. Professionals often lean forward to show their interest.
Don't interrupt and attempt to finish the question. You could be embarrassed when the person says, "That's not what I am asking."
Always repeat the question so that everyone hears it. This gives you time to better formulate your answer.
If you know the questioner's name, use it. In small groups, you may be able to read the person's name badge. It creates a great rapport with the audience.
Pause before giving your answer. This lets the listeners know you're reflecting on the question.
Compliment the questioner. Use phrases such as "Excellent question" or "I appreciate that question."
Keep your answers brief. This isn't the time for another speech.
As you give your answer, let your eye contact move from the questioner to the entire audience. Bring everyone into the dialogue. Continuing to look at the questioner may give the person the opportunity to argue with you.
If you do not know the answer, don't bluff. People don't expect you to know everything. Simply say, "I don't know," or "I don't have the answer, but if you'll give me your card or e-mail address after the program, I will research it and get back to you."
Refer back to your presentation. Let the questions reinforce the major points of your address.
Mention your experience on the topic. Let people know that you are speaking from firsthand knowledge.
Don't allow questions to drift off topic. Say, "I'd love to discuss that with you after the program. Will you remain a few minutes so we can talk?"
REFLECTIVE LISTENING
If you are asked a question that requires skill in answering, use the "reflective listening" technique. You reflect back the question by repeating it in a way that shows you understand it. For example, respond with, "What I hear you saying is . . . ." Then, in your own words, repeat what the person has said. This technique is widely used in negotiation and conflict resolution situations.
One speaker, when faced with a difficult query, turned to the audience for the answer. "Let me open this up," he said, "How would you deal with this issue?"
HONOR AND RESPECT
Over time, you're going to run into rude, obnoxious, even incomprehensible questioners. Don't mirror their attitude. Treat every person with honor, dignity and respect. Remember, there is no such thing as a dumb question. Any attempt to make the person look bad will backfire.
You may encounter people who want to grandstand and give their own speech during the Q&A. Don't be shy about interrupting them with a smile on your face as you say, "I do apologize for interrupting, but we only have an hour here and I can see that we are losing people. I need you to drive right now to the point." The audience will love you for it.
GETTING STARTED
Think in advance, "What questions will likely be asked?" Prepare your answers, and wow your audience with a quote or statistic.
Some speakers will "plant" a question with a friend in the audience just in case the Q&A session gets off to a slow start.
If the crowd is quiet, ask yourself a question: "Earlier today I was asked . . . ." You may even solicit written questions in advance. Have them collected and choose the ones you wish to answer.
At times you may need to reword a question to lead you where you want to go. Phrases to accomplish that purpose include, "I think the real issue is . . . ," "In the larger context your question becomes . . . ," or "What your question seems to focus on is . . . ."
With a little practice, you'll look forward to the question-and-answer session as a challenging and rewarding time.
Sidebar
SHERMAN’S LAWS OF SPEAKING
Questions and answers should come before a strong, planned conclusion.
Give the questioner your complete attention.
Compliment every questioner.
If you don't know the answer, say so.
Practice "reflective listening."
Treat every person with honor, dignity and respect.
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Rob Sherman, Esq., Sherman Leadership Group.
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