Mahmood Khan

Tip 68: Answer One Question at a Time; Avoid Multiples. When someone asks you multiple questions in one large chunk, you have several choices: (1) Answer all of them. (2) Pick one or two to answer. (3) Lump them all together and give a general answer. Examples: “You’ve asked three good questions. For the sake of time, let me deal with only the last one….” “Whoa--I don’t know if I can remember all those. Let me pick out a couple to respond to….” “Your questions really all point to one concern, I think: Do we know how to Y? I can answer in a word--yes.” Tip 69: Stop Your Own Monologue Answers. Long-winded answers irritate as much as long-winded questions. If you intend to wax on about an issue, seek a group platform where the audience knows you intend to give a speech and grants you the privilege. If your answer runs longer than 30 to 45 seconds, you’re no longer in a dialogue; it’s a monologue. If you feel you’re going on too long and haven’t finished what you intended to say, pace yourself by stopping to ask the other person for some reaction to what you’ve just said--do they agree, disagree, not care, have different information? Then, after you listen to their comments, deliver your next point on the earlier answer. Tip 70: Turn a Negative Question into a Benefit Statement. A customer asks, “Why do you have so much red tape associated with these service agreements?” “Benefit” answer: “Why does having a list of all the company liaisons benefit you: Well, let’s say Kathy in your word processing department calls for service. Within seconds, we can check the file, verify her as an authorized contact, and answer her question while she’s on the line--without waiting for a call-back. You’re doing the paperwork up front in providing us names of liaisons saves you time when you have a problem and need service immediately.” Tip 71: Bridge from the Questioner’s Agenda to Yours. If you don’t want to answer the question you’re asked, bridge to your own points with one of the following: “I appreciate your question, but more to the point in our organization, I think, is the issue of X. The X issue involves…” or “A more fundamental issue than that in your question is…” or “The larger question than the one you raise is…” Chase your own rabbits. Tip 72: Know When Flippant Answers Are Out of Line. Having a sense of humour is an advantage in any situation, but flippant answers about serious issues or during a time crunch frustrate people. Some people find themselves tossing out humour when they can’t face issues squarely. Try to identify those times when you’re using humour as an avoidance technique. Recognize that even humour, however generally welcome and refreshing, has a time and a place. Tip 73: Forget Feedback if You Want to Show Confidence in Your Answer. In situations with your superiors, to end a question with “Did I answer your question?” Or “Did I cover what you wanted to know?” makes you appear insecure, lacking confidence in your ability to answer. Give the best answer you can and wait for your superior to assume his or her question was unclear or inadequate. If the question is rephrased, make another attempt to answer it. Tip 74: Use Verbal Stalls with Care. As a lecturer or instructor, you may have learned to reinforce questioners or give yourself thinking time with comments such as “That’s a good question” or “I’m glad you brought up that point.” But when talking one on one, these comments may sound patronizing. And comments such as “As I mentioned earlier today in the staff meeting…” can sound like a verbal slap on the hand and a reprimand for not listening. They destroy rapport with your listener. Be silent with a reflective gaze rather than stall with judgmental phrases that sound as though you’re about to hedge, make something up, or respond with great reluctance. Tip 75: Remember That the Whole Performance Counts. When it comes to questions, style is equal to substance. Your competence can be communicated in the clarity, resourcefulness, and conciseness of the content; in your delivery of the answer---with courtesy, confidence, composure, concern; and finally, in the results you achieve with your answer. Substance plus style equals success.