You will need to anticipate and be prepared to answer questions from your audience. This chapter includes useful tips for answering questions effectively and suggestions for where you should position the question and answer session.In this chapter:Many speakers dread the question and answer session, fearing they will be shown up and made to look foolish: ‘I may not be able to answer the questions’, ‘I won’t have a script’. However, the question and answer session can be a springboard for you to expand on points that are of interest to your audience. Also, it can help them feel part of the presentation as the exchange is now two-way.

Preparing Yourself For Questions

The professional will anticipate and be prepared to answer any and all questions related to his or her topic. Think about your audience’s needs, concerns and interest. Why are they listening to you? What do they want from you? The answers to these questions will indicate the typical questions your audience may ask.

Handling Questions

The people who ask questions range from those who are genuinely confused and need more information, to the person who wants some of the limelight, to the saboteur. You need to be able to distinguish between these and respond appropriately.

Encouraging Questions

Silence often follows ‘Do you have any questions?’ Your audience will have its own concerns:

The following suggestions will make it ‘safe’ for people to ask questions:

The Question And Answer Session Is For Everyone

Listen intently to the questioner and look directly at him or her. Repeat the question in your own words to ensure you understand and everyone else has heard. However, answer not only to the questioner but also to the whole group. Aim to keep your eye contact 20% to the questioner and 80% to the audience. Include them in your comments if appropriate:

You Don’t Understand The Question

At all costs avoid embarrassing the questioner:

Try instead:

Keeping To The Point

Make your answers short, succinct and to the point. Answer what is asked. Beware of using the question as a springboard to another speech. If they want more information invite them to say so:

You Don’t Know The Answer

If you don’t know the answer, you may wish to say so. Perhaps it is more important to know where you can find answers than to have all the answers yourself. People are likely to appreciate honesty rather than waste their time listening to you bluff your way through an answer and not fooling anyone: ‘I wish I could answer that now but I’d prefer to check some data first.’ You may wish to ask if anyone in the audience could help with an answer.

Avoiding Argument Or Long Debates

Beware of getting sucked into a discussion that has only limited appeal to your audience. This one-to-one exchange will bore the majority of your audience who will resent being derailed. Recognise what is happening and, in a respectful way, move on:

How To Disagree But Retain Rapport

Keep your voice calm and respect the questioner’s right to his or her opinion. Beware of using the ‘yes, but…’. This indicates argument mode and the breaking of rapport.

Fig. 8. Guidelines to answering questions effectively.

Always validate the other person’s viewpoint before challenging it:

Then express your view:

Positioning The Question Andanswer Session

Do you allow questions during your presentation or at the end? There are advantages and disadvantages to both. If you allow questions during your presentation, it can:

On the other hand, questions can be valuable feedback for you in terms of where the audience is at and their needs. This allows you to expand on areas of genuine concern.
Never end your presentation with a question and answer session. Follow the question and answer session with a brief summary and then end on a high note with your closing.

Summary

"Prepare for questions.
Thinking about your audience’s needs and concerns
will give you clues to likely questions.
Never embarrass the questioner.
Always maintain rapport.
Answer to the whole group not just the questioner.
Do your closing after the question and answer session."