Handling Q & A

HANDLING Q & A

By Jill Bremer, AICI, CIP

Bremer Communications

I’ve seen too many wonderful speeches spoiled by speakers who end with “And now I’ll be happy to take a few questions.” A question-and-answer period can be an interesting part of a presentation (sometimes more so than the presentation itself), but if not done correctly, can kill the impact of an inspiring or thought-provoking message.

When speeches finish with Q & A, they tend to end with a whimper instead of a bang. It’s very easy for the questioning to drag on, to get off track or turn unfriendly. I suggest inserting a short Q & A period immediately before the conclusion. “Before my closing remarks, I’d be happy to answer a few questions.” After the questions, you can then take control once again and draw the presentation to a close with your final motivational words.

Here are a few other tricks you can employ when taking questions from an audience:

Physically raise your own hand when asking for questions. This gesture cues the audience that this is way they should offer questions – by raising their hand to be called upon.
In case the audience is silent, be prepared to offer the first question yourself. “Many people have asked me...” That should be enough to jumpstart the questioning.
Select questioners from all areas of the audience – near, far, left, right, center.
Don’t start to answer until you’ve heard the entire question. Not only is it rude to interrupt, but you may also discover they are asking an entirely different question from what you assumed.
Always repeat the question over your microphone. Audiences can rarely hear the question unless a microphone has also been provided for them to use for Q & A.
It never hurts to ask for clarification from the questioner. This can ensure your understanding of the question, but can also buy you time to compose your answer. “What you’re saying then is...”, “So your major concern is...”, “If I understand you correctly, you are addressing...”, “Your immediate concern is...”.
Compliment the questioner when appropriate. “That’s a great question.” “I’m so glad you asked that.”
Keep answers short and positive. Answer honestly. If you can, support your answer with evidence, statistics or examples. If you don’t know the answer, say so, and offer to follow through with a response.
When faced with a difficult question, feel free to open it up to the audience. “How do all of you feel about that?” “Would any of you like to address that question?” While the audience is sharing their opinions, you can develop your own answer or simply agree with one of their remarks.
Give total eye contact to each person as they ask their question. Then move your eye contact throughout the group as you repeat and answer the question. As you’re finishing, return eye contact to the friendly questioner. The best way to handle the unfriendly questioner is to move to the other side of the stage or room as you answer their question and do not return eye contact when you finish.

Preparation is the key to good Q & A sessions. Think ahead to the questions that could be asked and develop your answers now while you’re not in the spotlight.

Jill Bremer, AICI, CIP, owner of Bremer Communications, offers training, consulting and coaching in professional image development, communication and presentation skills. Her clients include Oracle, Abbott Labs, W.W. Grainger, U.S. Department of Energy and the National Association of Realtors. She can be reached at 708-848-5945 or at www.bremercommunications.com